Associate Director, Digital Engagement & Experience, Patient Access Support Services (PASS)

Working with Us
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Bristol Myers Squibb recognizes the importance of balance and flexibility in our work environment. We offer a wide variety of competitive benefits, services and programs that provide our employees with the resources to pursue their goals, both at work and in their personal lives. Read more: careers.bms.com/working-with-us.

Summary:

The Associate Director, PASS Digital Engagement & Experience is responsible for defining and leading the enterprise digital engagement strategy for BMS Patient Access Support Services (PASS). This role owns the vision, execution, governance, and continuous optimization of PASS digital touchpoints that support healthcare providers, patients, and internal field teams — ensuring a seamless, complaint, and friction‑reducing access experience across the BMS portfolio.

This role serves as the single point of accountability for PASS digital platforms and website experiences, including patient support program websites, digital engagement campaigns, and field‑facing digital capabilities enabled through Veeva and other enterprise tools. The role partners closely with PASS Strategy & Marketing, PASS Program Operations, Market Access Field Operations, Brand Teams, Legal/Compliance, IT, Field Leadership, and CASA Teams. This position will also partner closely with the US Omnichannel Excellence team to ensure digital solutions are scalable, compliant, and aligned to real‑world access workflows. This role reports to the Director of Enterprise Patient Access Strategy and Marketing. 

Responsibilities:

• Own the enterprise digital engagement strategy for PASS, ensuring consistency, scalability, and operational excellence across therapeutic areas while accommodating brand‑specific access needs

• Serve as the business owner for PASS digital platforms and website experiences, with accountability for strategy, roadmap prioritization, governance, and ongoing optimization

• Establish clear operating models and governance processes for digital content, engagement campaigns, and platform enhancements in a highly regulated, non‑promotional environment

• Act as the primary PASS digital liaison to Legal, Compliance, IT, analytics teams, and enterprise digital partners

• Own the strategy, governance, and lifecycle management of PASS enterprise websites, ensuring they function as scalable, compliant platforms that support access education and service awareness across the BMS portfolio.

• Serve as the enterprise business owner for the BMS Access Support website, ensuring it operates as the primary digital front door for PASS and clearly guides healthcare providers and office staff through access pathways, reimbursement support, and available patient services

• Define and maintain long‑term roadmaps for existing PASS websites, including supporting new product launches, indication expansions, and evolving access models

• Lead the creation and launch of new PASS enterprise websites or digital destinations to support emerging portfolio needs, new business models, or enterprise access initiatives

• Establish and enforce content governance standards, including intake, review, approval, updates, and retirement of access‑related content

• Drive continuous improvement of user experience (UX) with a focus on clarity, ease of navigation, and reduction of administrative burden for provider offices

• Lead the development and execution of PASS digital engagement campaigns designed to educate providers on access pathways, reimbursement processes, and available patient support services

• Partner with Brand, MAx, and US Omnichannel Excellence teams to ensure PASS digital efforts are appropriately integrated into broader customer engagement planning while maintaining clear functional separation and compliance safeguards

• Ensure message sequencing, channel selection, and timing complement — not duplicate — field engagement and brand initiatives

• Own PASS‑specific field digital enablement, including Veeva‑based content, tools, and workflows that support ARMs and other customer‑facing roles

• Ensure field‑facing digital assets are intuitive, actionable, and aligned to real access workflows, reducing friction for both field teams and provider offices

• Partner with training and field leadership to drive adoption and sustained use of PASS digital capabilities

• Define and track performance metrics for PASS digital platforms, websites, campaigns, and field enablement tools

• Translate insights into continuous improvement opportunities focused on reducing access friction and improving the provider experience

• Ensure reporting aligns to PASS operational objectives rather than promotional KPIs

• Complies with all laws, regulations and policies that govern the conduct of BMS.

Qualifications:

• Bachelor’s degree required, advanced degree preferred

• Minimum of 8–10 years of experience in pharmaceuticals, healthcare services, or a related regulated industry

• Demonstrated experience leading enterprise digital platforms, websites, and engagement strategies in a matrixed organization

• Well‑versed in state and federal statutes governing manufacturer patient support and non‑promotional communications

• Experience working within formal materials approval processes (e.g., PReP, Veeva)

• Proven ability to mobilize cross‑functional teams, manage complex initiatives, and drive alignment across stakeholders

• Demonstrated ability to operate independently with limited direction while maintaining a strong sense of accountability and urgency

• Strong interpersonal communication and presentation skills are required, along with the ability to present complex information to multiple stakeholders; Candidate must act with a sense of accountability and urgency, while collaborating closely with others

• Understanding patient support programs such as reimbursement support, co-pay, and patient assistance

• Strong analytical, strategic leadership skills, communication, project management and presentation skills are required, along with the ability to present complex information to multiple stakeholders

• Candidate must act with a sense of accountability and urgency, while collaborating closely with others across a highly complex matrix

• Proven ability to innovate and evolve skill sets across teams

• Demonstrated ability to work independently with limited direction

• Travel to external partners and meetings may be required

#LI-Hybrid

If you come across a role that intrigues you but doesn’t perfectly line up with your resume, we encourage you to apply anyway. You could be one step away from work that will transform your life and career.

Madison - Giralda - NJ - US: $162,660 - $197,101 Princeton - NJ - US: $162,660 - $197,101

The starting compensation range(s) for this role are listed above for a full-time employee (FTE) basis. Additional incentive cash and stock opportunities (based on eligibility) may be available. The starting pay rate takes into account characteristics of the job, such as required skills, where the job is performed, the employee’s work schedule, job-related knowledge, and experience. Final, individual compensation will be decided based on demonstrated experience. 

Eligibility for specific benefits listed on our careers site may vary based on the job and location. For more on benefits, please visit https://careers.bms.com/life-at-bms/.
 

Benefit offerings are subject to the terms and conditions of the applicable plans in effect at the time and may require enrollment. Our benefits include:

• Health Coverage: Medical, pharmacy, dental, and vision care.

• Wellbeing Support: Programs such as BMS Well-Being Account, BMS Living Life Better, and Employee Assistance Programs (EAP).

• Financial Well-being and Protection: 401(k) plan, short- and long-term disability, life insurance, accident insurance, supplemental health insurance, business travel protection, personal liability protection, identity theft benefit, legal support, and survivor support.

​Work-life benefits include:

Paid Time Off

• US Exempt Employees: flexible time off (unlimited, with manager approval, 11 paid national holidays (not applicable to employees in Phoenix, AZ, Puerto Rico or Rayzebio employees)

• Phoenix, AZ, Puerto Rico and Rayzebio Exempt, Non-Exempt, Hourly Employees: 160 hours annual paid vacation for new hires with manager approval, 11 national holidays, and 3 optional holidays

Based on eligibility*, additional time off for employees may include unlimited paid sick time, up to 2 paid volunteer days per year, summer hours flexibility, leaves of absence for medical, personal, parental, caregiver, bereavement, and military needs and an annual Global Shutdown between Christmas and New Years Day.

All global employees full and part-time who are actively employed at and paid directly by BMS at the end of the calendar year are eligible to take advantage of the Global Shutdown.

*Eligibility Disclosure: The summer hours program is for United States (U.S.) office-based employees due to the unique nature of their work. Summer hours are generally not available for field sales and manufacturing operations and may also be limited for the capability centers. Employees in remote-by-design or lab-based roles may be eligible for summer hours, depending on the nature of their work, and should discuss eligibility with their manager. Employees covered under a collective bargaining agreement should consult that document to determine if they are eligible. Contractors, leased workers and other service providers are not eligible to participate in the program.

Uniquely Interesting Work, Life-changing Careers
With a single vision as inspiring as “Transforming patients’ lives through science™ ”, every BMS employee plays an integral role in work that goes far beyond ordinary. Each of us is empowered to apply our individual talents and unique perspectives in a supportive culture, promoting global participation in clinical trials, while our shared values of passion, innovation, urgency, accountability, inclusion and integrity bring out the highest potential of each of our colleagues.

On-site Protocol

BMS has an occupancy structure that determines where an employee is required to conduct their work. This structure includes site-essential, site-by-design, field-based and remote-by-design jobs. The occupancy type that you are assigned is determined by the nature and responsibilities of your role:

Site-essential roles require 100% of shifts onsite at your assigned facility. Site-by-design roles may be eligible for a hybrid work model with at least 50% onsite at your assigned facility. For these roles, onsite presence is considered an essential job function and is critical to collaboration, innovation, productivity, and a positive Company culture. For field-based and remote-by-design roles the ability to physically travel to visit customers, patients or business partners and to attend meetings on behalf of BMS as directed is an essential job function.

Supporting People with Disabilities

BMS is dedicated to ensuring that people with disabilities can excel through a transparent recruitment process, reasonable workplace accommodations/adjustments and ongoing support in their roles. Applicants can request a reasonable workplace accommodation/adjustment prior to accepting a job offer. If you require reasonable accommodations/adjustments in completing this application, or in any part of the recruitment process, direct your inquiries to adastaffingsupport@bms.com. Visit careers.bms.com/eeo-accessibility to access our complete Equal Employment Opportunity statement.

Candidate Rights

BMS will consider for employment qualified applicants with arrest and conviction records, pursuant to applicable laws in your area.

If you live in or expect to work from Los Angeles County if hired for this position, please visit this page for important additional information: https://careers.bms.com/california-residents/

Data Protection

We will never request payments, financial information, or social security numbers during our application or recruitment process. Learn more about protecting yourself at https://careers.bms.com/fraud-protection.

Any data processed in connection with role applications will be treated in accordance with applicable data privacy policies and regulations.

If you believe that the job posting is missing information required by local law or incorrect in any way, please contact BMS at TAEnablement@bms.com. Please provide the Job Title and Requisition number so we can review. Communications related to your application should not be sent to this email and you will not receive a response. Inquiries related to the status of your application should be directed to Chat with Ripley.

R1602011 : Associate Director, Digital Engagement & Experience, Patient Access Support Services (PASS)