Director, Global Operations Transformation

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: careers.bms.com/working-with-us. Position Summary As the Director, Global Operations Transformation in People Services, you will play a key strategic role in driving the development and execution of HR operations delivery to the organization. You will lead a global, high-performing team responsible for delivering a seamless and efficient HR experience to employees and managers. Your leadership will ensure the alignment of HR operational execution with BMS’ strategic goals, driving operational excellence and fostering a customer-centric approach to HR service delivery. This role requires a dynamic leader with expertise in HR operational rigor, customer empathy, process improvement, and demonstrable eagerness to embrace new technologies such as chatbots, agent assist, and AI platforms. Key Responsibilities * Execute a multi-year vision for global customer support operations that aligns with BMS’s strategic goals and customer success metrics. * Champion a transformation agenda that uses automation, AI, and data to improve resolution times, self-service adoption, and overall customer satisfaction. * Foster a culture of innovation by digital thinking, and rapid experimentation into support operations. * Translate strategy into action through clear, data-informed roadmaps and KPIs that drive both efficiency and exceptional customer experience. * Lead, mentor, and develop a high-performing team within People Services, fostering a culture of excellence, accountability, and continuous learning. * Support the professional development of team members, providing training, resources, and career development opportunities. Initial Transformation Deliverables: * Adoption of improved case management practices across the entirety of People Services Operations and in cooperation with peer teams across the People Organization * Identify and implement operational efficiencies achieved by AI adoption * With People Services colleagues, geo-location transition of operational activities in line with team transition proposals. * Refined key performance indicators (KPIs) and service level agreements (SLAs) to measure People Services operations performance and drive continuous improvement. Qualifications & Experience * Bachelor’s degree or equivalent * 5-7 years of experience in HR shared services including at least 3 years in a management role for workforce data management, benefits, or payroll teams * Demonstrable experience applying operations transformation leveraging digital solutions, AI, etc. * Strong background in leading HR transformation projects, process improvements, and the integration of HR technologies. * Deep knowledge of Customer Service management principles * Expertise in HR technology solutions, including HRIS, case management tools, and self-service platforms. * Analytical mindset with the ability to use data to drive decision-making and continuous improvement. * Strong interpersonal and communication skills to successfully manage client expectations and work/operate well with various personalities/capabilities in cross-functional teams,...