Associate Director, Digital Engagement, Experience, Patient Access Support Services

Role Overview

• 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.

Requirements

• 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;
• 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
• Proven ability to innovate and evolve skill sets across teams
• Demonstrated ability to work independently with limited direction.

Benefits

• 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.
• 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.
• 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.