Associate Director, Social Media, Podcasting & Virtual Assistant Capabilities

Bristol Myers Squibb - Princeton, NJ

Hybrid - Princeton, NJ

Chemical Manufacturing

About the position

The Associate Director for Social Media, Podcast & Virtual Assistant / Conversational AI (e.g. ChatBots/VoiceBots) capabilities, is accountable for the strategic planning, delivery & operations for these customer engagement channels to establish & amplify customer experience & engagement. This position will be responsible to define the product /platform strategy, as well as drive the enablement and ongoing evolution/maintenance for these customer engagement channels. This role will also be accountable for defining the digital engagement platforms' strategy & roadmap, co-manage the backlog and ensure overall execution of strategy & roadmap. The position will own/lead/communicate Op Model and Standards, drive ECSC concepts and governance in additional to ensuring the platform features are compliant (security, privacy) as well as manage platform 'health' and technical reliability.

Responsibilities

• Strategize, plan & deliver capabilities on customer engagement platforms to Worldwide Commercialization Excellence and Market Engagement organizations.
• Partner with the OCS/ Brand / WCC-CEP team and BI&T matrix teams with a primary focus on the strategic planning & delivery of digital capabilities including innovation initiatives and a secondary focus on the enablement and simplification of such capabilities to drive effective customer engagement & experience.
• Ensure focus on improved outcomes, scaling strategy and pull through as well as ongoing evolution.
• Lead the overall product /platform strategy and roadmap for customer engagement platforms including business and technical architecture across vendor solutions and platforms.
• Design & develop cost effective solutions that meet functional, technical, security and performance requirements which also adhere to platform design standards & release management processes.
• Support technology strategy & roadmaps for customer engagement channels like Social, Podcasts & Conversational AI (e.g. ChatBots/VoiceBots).
• Demonstrate the ability to identify high value differentiating capabilities when making channel capability tool/platform(s) choices.
• Develop comprehensive business case(s) to support business outcomes of new/evolved channel capabilities.
• Accountable for committed business outcomes of channel capabilities implemented within the respective area.
• Lead technology teams, both internal and external/vendor teams, to develop and continually evolve key products and services.
• Support the adoption of channel solutions by designing & deploying effective operating models, standards, governance & change management processes, and end user training.
• Be the SPOC for Brand, OCS & MLR advise.
• Lead & drive all ECSC concepts.
• Continuously look out for new opportunities with cutting edge processes/platforms & drive synergies.
• Identify opportunities for continuous improvement such as increasing productivity or cost savings.
• Responsible for ensuring that all BI&T functions are successful in their delivery of services.

Requirements

• Bachelor's Degree with 8+ years of Digital Capabilities experience.
• Strong business knowledge (preferably Pharma industry) with proven leadership abilities.
• Capable of working cooperatively & deliver across boundaries and within a matrix to achieve results.
• Experienced in portfolio/program/project management, planning & delivery of systems/solutions.
• Demonstrates strong influencing skills with key partners across functions/regions.

Nice-to-haves

• Digital Marketing domain experience.
• Excellent collaboration and communication skills, with the confidence to build strong partnerships & influence senior business leaders.
• Demonstrated leadership in the planning and execution of enterprise omni-channel capabilities for commercialization business units.
• Hands-on experience with multiple implementations of non-personal, customer engagement channels.
• Demonstrated ability to lead & drive a technology strategy to support customer engagement channels.
• Ability to lead the analysis of complex business needs and translate those into compelling and actionable strategic plans.
• Is solution / user experience oriented with the ability to guide delivery team resources.
• Ability and comfort working with matrix management in delivering omni-channel capability solutions.
• Strong understanding of IT processes like information/data architecture, data privacy reviews, cyber security reviews, risk assessments etc.
• Ability to manage business process analysis and improvement including cost benefit analysis/estimation and post implementation KPI metrics delivery.
• Ability to scan technical landscape for leading edge solutions and create business cases for new investments.