Senior Director, Customer Engagement Data Science & AI Engineering Lead

Senior Director, Customer Engagement Data Science & AI Engineering Lead Working with Us

Challenging. Meaningful. Life-changing. Those aren’t words that are usually associated with a job. But working at Bristol Myers Squibb is anything but usual. Here, uniquely interesting work happens every day, in every department. From optimizing a production line to the latest breakthroughs in cell therapy, this is work that transforms the lives of patients, and the careers of those who do it.

You’ll get the chance to grow and thrive through opportunities uncommon in scale and scope, alongside high-achieving teams. Take your career farther than you thought possible.

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:

• Define and execute a vision for AI-enabled customer experience transformation.
• Serve as a strategic partner in the Inter Act evolution, ensuring AI capabilities are embedded into new workflows.
• Align initiatives with commercial, field, and HQ objectives, including performance optimization and omnichannel orchestration.

• Lead the development of agentic AI tools that assess opportunity breadth and depth and orchestrate customer-facing teams.
• Build AI agents that enable seamless omnichannel collaboration between field and HQ.
• Develop execution playbooks that feed orchestration engines and help overcome customer barriers.
• Own the innovation pipeline for CX AI tools—from ideation to scaling.

• Deliver measurable improvements in workflow efficiency (e.g., time saved per rep per week) and customer engagement (e.g., increased HCP responsiveness).
• Quantify and track business impact of AI tools post-deployment.

• Build, mentor, and lead a multidisciplinary team of data scientists, AI engineers, and product managers.
• Foster a culture of innovation, agility, and continuous improvement.

• Partner with CRM Platform, Field Excellence, and Engagement Platform leads to ensure AI solutions are integrated and scalable.
• Collaborate with IT, commercial operations, and analytics teams to align technical delivery with business needs.

• Establish governance frameworks for responsible AI use, ensuring transparency, fairness, and compliance with pharma regulations.

• Communicate complex technical concepts and business value to senior leadership and non-technical stakeholders.
• Ensure solutions are user-centric and drive adoption across field and HQ teams.

• PhD preferred in Data Science, Computer Science, Engineering, or related field.
• 10+ years in data science/AI roles, with 5+ years in leadership.
• Proven success in deploying AI tools in commercial/customer experience settings, ideally in pharma or life sciences.
• Deep knowledge of omnichannel engagement, agentic AI, and CRM workflows.
• Strong leadership, communication, and stakeholder management skills.
• Experience with regulatory and compliance requirements in the pharmaceutical industry.

• Experience with cloud-based AI/ML platforms and modern data architectures.
• Familiarity with Veeva CRM, Salesforce, and sales force automation tools.
• Demonstrated ability to drive change and deliver business impact through technology.

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.

Princeton - NJ - US: $229,500 - $278,100

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…