Director, Global Operations Transformation

Role: Director of Global Operations Transformation within People Services, focusing on enhancing HR operations through digital innovation at Bristol Myers Squibb. Responsibilities include executing a multi-year strategic vision for customer support, championing automation and AI integration to improve resolution times and self-service, fostering a culture of digital innovation, translating strategy into actionable KPIs, and leading team development. Initial deliverables involve adopting improved case management practices, operational efficiencies via AI, and geo-locational transitions of support activities. Qualifications: Bachelor's degree; 5-7 years in HR shared services, with at least 3 years in management of workforce data, benefits, or payroll; proven experience in operations transformation leveraging digital solutions, AI, and HR technology platforms such as HRIS and case management tools. Preferred skills include deep knowledge of customer service principles and data-driven decision-making. High-Value: Focus on HR operational excellence, digital transformation, and customer experience improvements within a global biopharma context, though specific therapeutic areas or development stages are not detailed. Leadership involves managing cross-functional teams and collaborating across the HR organization. Location: likely hybrid, with an emphasis on digital innovation; travel requirements are not specified.