Associate Director, Field Suggestions and Alerts

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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.

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This role will lead the design, governance, and continuous optimization of AI‑driven field‑facing engagement suggestions generated by the Omnichannel Orchestration Engine. The Associate Director ensures that AI‑driven next‑best actions, alerts, messages, and content recommendations—delivered through CRM platforms and embedded in field workflows—are strategically aligned, operationally relevant, compliant, and trusted by Sales, Medical, and other frontline teams.

The Associate Director partners closely with Field Leadership, CRM Insights Enablement, Brand teams, Omnichannel Strategy, Business Insights & Technology, and Compliance to translate commercial strategy and analytical signals into governed, explainable, field‑ready recommendations used in daily execution. Serving as a key delegate to the Director, Omnichannel Engine Business Product Owner, this role supports the roadmap for field suggestion capabilities, with a strong focus on adoption, relevance, closed‑loop learning, and regulatory rigor.

• Own the business product definition for Omnichannel Engine field and CRM suggestions, including next best actions, alerts, message prompts, and content recommendations.
• Partner with CRM Insights Enablement and Salesforce/Veeva teams to ensure suggestions are delivered contextually and natively within frontline workflows (e.g., call planning, alerts, rep dashboards).
• Define and monitor success metrics for AI‑driven suggestions, including relevance, explainability, adoption, execution rates, and dismissal reasons.
• Work with Brand and Therapeutic Area teams to understand field plays, customer journeys, and priority actions.
• Translate strategy into business rules, triggers, eligibility logic, and prioritization frameworks that adapt recommendations based on context, performance signals, and feedback.
• Incorporate field realities and constraints, including workload, call cadence, access limitations, content availability, channel norms, and timing considerations.
• Collaborate closely with Business Insights, Data Science, and Technology teams to operationalize predictive and prescriptive model outputs (e.g., propensity, response, next best action) within field suggestion logic.
• Define operational guardrails for AI‑driven suggestions, including confidence thresholds, frequency caps, suppression rules, cooling periods, and escalation logic.
• Ensure all AI‑driven recommendations are explainable, interpretable, and appropriate for frontline use, enabling users to understand why a suggestion is surfaced.
• Define field‑centric, agentic orchestration workflows governing how suggestions are generated, ranked, suppressed, dynamically adapted, and delivered across channels.
• Partner with CRM and Marketing Automation teams to ensure reliable, low‑friction execution within field workflows.
• Establish closed‑loop AI learning mechanisms capturing execution, outcomes, and field feedback to continuously refine agentic logic and recommendation behavior.
• Partner with Measurement and Field Analytics teams to monitor AI‑driven suggestion issuance and execution rates, dismissal reasons, and non‑adopting patterns, and to identify early indicators of suggestion fatigue, misalignment, or over‑automation.
• Ensure all field and CRM suggestions operate fully within…