Director, Global Operations Transformation
Bristol Myers Squibb
4 hours ago
Remote friendly (Tampa, FL)
United States
Operations
Position Summary
- Director, Global Operations Transformation in People Services: drive development and execution of HR operations delivery; lead a global team to deliver a seamless and efficient HR experience to employees and managers; ensure alignment of HR operational execution with strategic goals, operational excellence, and customer-centric HR service delivery.
Key Responsibilities
- Execute a multi-year vision for global customer support operations aligned with strategic goals and customer success metrics.
- Champion a transformation agenda using automation, AI, and data to improve resolution times, self-service adoption, and customer satisfaction.
- Foster a culture of innovation through digital thinking and rapid experimentation in support operations.
- Translate strategy into action using data-informed roadmaps and KPIs that improve both efficiency and customer experience.
- Lead, mentor, and develop a high-performing People Services team with a culture of excellence, accountability, and continuous learning.
- Support professional development by providing training, resources, and career development opportunities.
Initial Transformation Deliverables
- Adopt improved case management practices across People Services Operations and with peer People Organization teams.
- Centralize operations knowledge base in ServiceNow.
- Support geo-location transition of operational activities in line with team transition proposals.
- Refine KPIs and SLAs to measure performance and drive continuous improvement.
Qualifications & Experience
- Bachelor’s degree or equivalent.
- 10+ years’ experience in HR operations, shared services, or HR management.
- 3–5 years people manager experience (preferably global teams).
- Lead HR transformation projects, process improvements, and integration of HR technologies.
- Deep knowledge of Customer Service management principles.
- Expertise in HR technologies (HRIS, case management tools, self-service platforms).
- Analytical mindset using data for decision-making and continuous improvement.
- Tendency to use AI in day-to-day work.
- Strong interpersonal and communication skills for cross-functional, matrix environments.
- Use business judgment to identify solutions meeting business needs.
Compensation & Benefits (explicitly stated)
- Tampa, FL (US): $174,080–$210,944.
- Health coverage (medical, pharmacy, dental, vision), wellbeing programs (BMS Well-Being Account, BMS Living Life Better, EAP), and financial protection (401(k), disability, life insurance, etc.).
- Paid Time Off: flexible time off (unlimited with manager approval for US exempt employees) and related holiday/vacation details; additional time off may include paid sick time, volunteer days, leaves of absence, and annual Global Shutdown.
Application Instructions
- Apply even if your experience doesn’t perfectly match the resume.
- Director, Global Operations Transformation in People Services: drive development and execution of HR operations delivery; lead a global team to deliver a seamless and efficient HR experience to employees and managers; ensure alignment of HR operational execution with strategic goals, operational excellence, and customer-centric HR service delivery.
Key Responsibilities
- Execute a multi-year vision for global customer support operations aligned with strategic goals and customer success metrics.
- Champion a transformation agenda using automation, AI, and data to improve resolution times, self-service adoption, and customer satisfaction.
- Foster a culture of innovation through digital thinking and rapid experimentation in support operations.
- Translate strategy into action using data-informed roadmaps and KPIs that improve both efficiency and customer experience.
- Lead, mentor, and develop a high-performing People Services team with a culture of excellence, accountability, and continuous learning.
- Support professional development by providing training, resources, and career development opportunities.
Initial Transformation Deliverables
- Adopt improved case management practices across People Services Operations and with peer People Organization teams.
- Centralize operations knowledge base in ServiceNow.
- Support geo-location transition of operational activities in line with team transition proposals.
- Refine KPIs and SLAs to measure performance and drive continuous improvement.
Qualifications & Experience
- Bachelor’s degree or equivalent.
- 10+ years’ experience in HR operations, shared services, or HR management.
- 3–5 years people manager experience (preferably global teams).
- Lead HR transformation projects, process improvements, and integration of HR technologies.
- Deep knowledge of Customer Service management principles.
- Expertise in HR technologies (HRIS, case management tools, self-service platforms).
- Analytical mindset using data for decision-making and continuous improvement.
- Tendency to use AI in day-to-day work.
- Strong interpersonal and communication skills for cross-functional, matrix environments.
- Use business judgment to identify solutions meeting business needs.
Compensation & Benefits (explicitly stated)
- Tampa, FL (US): $174,080–$210,944.
- Health coverage (medical, pharmacy, dental, vision), wellbeing programs (BMS Well-Being Account, BMS Living Life Better, EAP), and financial protection (401(k), disability, life insurance, etc.).
- Paid Time Off: flexible time off (unlimited with manager approval for US exempt employees) and related holiday/vacation details; additional time off may include paid sick time, volunteer days, leaves of absence, and annual Global Shutdown.
Application Instructions
- Apply even if your experience doesn’t perfectly match the resume.