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 rich in diversity. Take your career farther than you thought possible.
The Position:
The Operations Manager, Scheduling and Cell Logistics position will be responsible for supervising a high-functioning team of Operations Specialists, Scheduling and Cell Logistics, who are the primary point of contact for our clinical treatment centers, couriers, apheresis collection centers, distribution warehouse, and manufacturing sites. The goal is to ensure this team is trained and supported to handle and triage a high volume of daily phone calls and emails. This person must maintain strong relationships with other partners across the Cell Therapy Franchise to ensure best-in-class customer service is delivered to our internal and external partners. This position will report to the Senior Operations Manager, Scheduling and Cell Logistics and will collaborate closely with the Site Account Manager, Scheduling and Cell Logistics.
Position is office-based in Boudry with in-office attendance required a minimum of 50% of the time. Remote work must be performed at home with consistent office setup and internet access, as extensive work at computers and phones is essential to job function.
Weekend and holiday on-call support is required as assigned.
Overtime may occasionally be required as assigned.
Travel is possible up to 10%. International travel as assigned.
Education and Experience: Bachelor's Degree or 5 years equivalent work experience
2 years of direct or indirect people management required
Work experience in scheduling, planning, operations, customer service, logistics, supply chain preferred
GxP /Regulated Experience preferred
Responsibilities: Manage team of specialists who create and maintain patient schedules in coordination with apheresis centers, manufacturing sites, treatment sites, and third-party logistics
Plan & execute team building
Accountable for team performance
Able to lead and provide basic cross-regional back-up support
Interact with internal and external stakeholders over the phone and email
Ensure a positive end-to-end customer experience
Oversee plans of action for issues throughout the patient journey.
Solution issues through the patient journey or escalate to management.
Lead escalations and exception processes such as product returns, product replacements, and out of spec product
Communicate issues and solutions with management and key internal and external stakeholders.
Act as first escalation point for treatment sites and stakeholders
Ensure resources in place to support treatment site training on patient scheduling processes
Analyze feedback from customers and partners and provide action plans as assigned
Facilitate meetings with matrix team members
Organize and facilitate team meetings
Ensure adequate coverage to manage day-to-day operations
Maintaining positive, inclusive, and professional team atmosphere
Managing given resources and identify resource needs
Hire and develop direct reports
Ensure direct reports are properly trained
Ensure direct reports are aligned with team strategy
Understand and champion global strategy and role of Scheduling and Cell Logistics
Provide input into goals and plans to deliver on global strategy
Own, manage, and drive continuous improvement of processes as assigned
Own change actions deviations, investigations, CAPAs, and effectiveness checks as assigned
Own, author, update, and implement procedures and work instructions
Manage relationships with regional partners as assigned (e.g., distribution hub, logistics partners, etc.)
Establish and maintain a trusted relationship with BMS internal stakeholders and clinical partners
Act as SMEs on global projects as assigned
Lead and manage regional projects
Lead at least 1 working group
Audit phone calls and emails to ensure answers meet performance expectations
Knowledge, Skills, and Abilities: Highly self-motivated, self-aware, and professional
Ability to work independently and in groups
Flexible in responding to quickly changing business needs
Exceptional customer service orientation
Skilled at managing tense situations and de-escalate
Eager to work with teams from other regions and cultures
Able to share workspace for independent and collaborative work
Strong sense of ownership and accountability
Passion for leading teams and developing people
Strong communication (written and verbal) and presentation skills
Lives the BMS core values of Integrity, Passion, Innovation, Accountability, Urgency, and Inclusion
Fluent reading, speaking, and writing skills required in English and another European language preferred
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