Director, Global Operations Transformation

Overview

At Bristol Myers Squibb, we offer a unique and impactful workplace where every department contributes to transformative outcomes for patients and employees alike. Emphasizing balance and flexibility, we support employees with competitive benefits and programs aimed at fostering professional and personal growth.

Position Summary

The Director of Global Operations Transformation within People Services will strategically lead and shape the HR operational execution globally. This leader will oversee a high-performing team dedicated to providing a streamlined, effective HR experience aligned with organizational goals through operational excellence and customer-focused service.

This role demands a visionary leader adept in HR operations management, process enhancement, and adoption of innovative technologies such as AI and chatbots.

Key Responsibilities

• Develop and implement a long-term vision for global customer support operations consistent with BMS’s strategic objectives and customer success measures.
• Drive transformation initiatives utilizing automation, AI, and data analytics to shorten resolution times, enhance self-service uptake, and boost customer satisfaction.
• Cultivate a culture of digital innovation and rapid testing within support functions.
• Transform strategic plans into actionable, data-driven roadmaps and KPIs that enhance efficiency and customer experience.
• Lead and nurture a high-achieving People Services team, promoting excellence, responsibility, and ongoing learning.
• Facilitate professional growth for team members through targeted training and career development opportunities.

Initial Transformation Initiatives

• Implement enhanced case management techniques across all People Services Operations collaborating with related teams.
• Identify and execute operational efficiencies through AI integration.
• Coordinate geographic transitions of operational tasks aligned with team relocation plans.
• Refine KPIs and SLAs to monitor performance and promote ongoing improvements in People Services operations.

Qualifications & Experience

• Bachelor’s degree or equivalent educational background.
• 5-7 years of experience in HR shared services, including minimum 3 years in managing teams focused on workforce data management, benefits, or payroll.
• Proven track record in driving HR operational transformations leveraging digital tools and AI.
• Strong expertise in HR transformation projects, process optimization, and implementing HR technology solutions.
• In-depth knowledge of customer service management principles.
• Experience with HRIS, case management systems, and self-service platforms.
• Analytical skills enabling data-driven decisions and continuous enhancements.
• Excellent interpersonal and communication skills to manage diverse stakeholders effectively within cross-functional and matrix teams.
• Sound business judgment for assessing needs and delivering tailored HR operational solutions.

Compensation and Benefits

This full-time position based in Tampa, FL offers a salary range between $174,080 and $210,944 annually, complemented by potential cash incentives and stock options depending on eligibility and performance.

BMS provides comprehensive benefits including medical, dental, vision coverage, wellbeing programs, financial protection plans, and generous paid time off policies including flexible hours and holiday schedules. Additional leave options and a global year-end shutdown are also available based on employee eligibility.

Additional Information

The role supports a flexible work structure and is classified as remote, with specific occupational details directing onsite requirements. BMS is committed to inclusiveness, ensuring accommodations for candidates with disabilities and considering applicants with diverse backgrounds.

Applicants are encouraged to apply even if their experience does not entirely match the job description, as this role represents an exceptional opportunity to impact lives and careers profoundly.