Director, Global Operations Transformation

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 a 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 in 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. Refine 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 effectively with various personalities and capabilities in cross‑functional teams, matrix environment. Ability to use business judgment when assessing requirements and performance to identify the right solution to meet business needs. Compensation Overview Tampa, FL – US: $174,080 – $210,944 (starting compensation range for a full‑time employee). Additional incentive cash and stock opportunities (based on eligibility) may be available. Final individual compensation will be decided based on demonstrated experience. Benefit Offerings Health Coverage: Medical, pharmacy, dental and vision care. Wellbeing Support: Programs such as BMS Well‑Being Account, BMS Living Life Better and Employee Assistance Programs (EAP). Financial Well‑Being and Protection: 401(k) plan, short‑ and long‑term disability, life insurance, accident insurance, supplemental health insurance, business travel protection, personal liability protection, identity‑theft benefit, legal support and survivor support. Work‑Life Benefits Paid Time Off US Exempt Employees: flexible time off (unlimited, with manager approval, 11 paid national holidays – not applicable to employees in Phoenix, AZ, Puerto Rico or Rayzebio). Phoenix, AZ, Puerto Rico and Rayzebio Exempt, Non‑Exempt, Hourly Employees: 160 hours annual paid vacation for new hires with manager approval, 11 national holidays and 3 optional holidays. Based on eligibility, additional time off for employees may include unlimited paid sick time, up to two paid volunteer days per year, summer hours flexibility, leaves of absence for medical, personal, parental, caregiver, bereavement and military needs and an annual Global Shutdown between Christmas and New Years Day. All global employees full and part‑time who are actively employed at and paid directly by BMS at the end of the calendar year are eligible to take advantage of the Global Shutdown. On‑Site Protocol BMS has an occupancy structure that determines where an employee is required to conduct their work. The structure includes Site‑essential, Site‑by‑design, Field‑based and Remote‑by‑design jobs. Site‑essential roles require 100% of shifts onsite at the assigned facility. Site‑by‑design roles may be eligible for a hybrid work model with at least 50% onsite. The onsite presence is considered an essential job function and is critical to collaboration, innovation, productivity and a positive company culture. Field‑based and Remote‑by‑design roles require the ability to physically travel to visit customers, patients or business partners and attend meetings on behalf of BMS as directed. Supporting People With Disabilities BMS is dedicated to ensuring that people with disabilities can excel through a transparent recruitment process, reasonable workplace accommodations/adjustments and ongoing support in their roles. Applicants can request a reasonable workplace accommodation/adjustment prior to accepting a job offer. Candidate Rights BMS will consider for employment qualified applicants with arrest and conviction records, pursuant to applicable laws in your area. If you live in or expect to work from Los Angeles County, please visit this page for important additional information. Data Protection We will never request payments, financial information or social security numbers during our application or recruitment process. Any data processed in connection with role applications will be treated in accordance with applicable data privacy policies and regulations. #J-18808-Ljbffr Bristol Myers Squibb EU Policy