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.

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
This position has a primary responsibility of leading daily operations of a high-functioning team of Cell Therapy 360 Scheduling Specialists, who are the primary point of contact for patient scheduling of autologous immunotherapy products including our customers, our couriers, and manufacturing sites. They must maintain strong relationships with other partners across the Cell Therapy Franchise to ensure best-in-class customer service is delivered to our BMS certified treatment centers across the region. This person must ensure this team is trained and supported sufficiently for maintaining strong operational excellence in coordination with other partners across the Cell Therapy Franchise and external partners to ensure best-in-class customer service is delivered to our internal and external partners.

This position will report to a Senior Manager, APAC Cell Therapy 360 Scheduling, and will collaborate with other Managers in the same function.

Position is office-based in Tokyo 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.Holiday on-call support is required as assigned.Overtime may occasionally be required as assigned.Travel is possible up to 10%. International travels as assigned.

Key Responsibilities

Lead and supervise daily operations of APAC Scheduling team for activities of Scheduling, Logistics arrangements, Site Communication, Urgent Escalations, Case Management and Reporting and ensure daily operations are performed appropriately by all Scheduling Specialists.Own all urgent escalation issues that are beyond the knowledge and ability of the Specialists and further escalate, when appropriate.Ensure all Scheduling Specialists are sufficiently trained leveraging the training team when needed, of daily operations as well as any updates to the processes, systems and any other tools daily used to meet KPIs and metrics, and to deliver a positive end to end customer experience to our internal and external customers.Accountable for performance of APAC Team’s operations.Ensure providing necessary communications and appropriate guidance for direct report’s development and learning.Ensure scheduling system updates, issues and maintenance are communicated with internal and external contacts as well as update scheduling process to align with the changes.Monitor and report appropriately to the team lead on daily performances, problems, and anything that requires attention of the team management and or lead.Ensure appropriate processes are in place in alignment with global process where possible and proactively provide updates, feedback, discussions, and insights on that to the team management as well to the global management team.Own team daily meetings to ensure that daily operations are conducted, monitored, reported, and communicated/escalated promptly and appropriately.Required to conduct regular meetings, preferably twice a month, to review performances and to identify challenges and area of improvements for the team members, and to highlight the issues.Manage deviations and CAPAs, and ensure that they are closed in a timely manner.Own and execute change control actions in a timely manner.Responsible for relationship management and being a representative of the team and point of contact to our internal and external contractor including Mitsui, Nikon, Quick and Cryoport.Work with and support cross-functional team managers on operational processes and projects as assigned.Ensure appropriate auditing processes are in place and conduct audits for Case Management to ensure in compliance with documented instructions.Mentor assigned Scheduling Specialists to be trained for performing those roles of this position, which are needed for daily operation on absence.Author and implement procedures and work instructions related to departmental functions.Comply with applicable SOP’s and FDA regulations to maintain data integrity.Understand global strategy and role of Scheduling team in BMS. Ensure the strategy is communicated to direct reports and APAC team operation is aligned with the strategy on daily operation level.Own and manage projects and initiatives as assigned.Provide inputs and feedback as a Subject Matter Expert as required.

Qualifications & Experience

Bachelor’s Degree or 5 years equivalent work experience5+ years scheduling, patient services/navigator, account management, and logistics experience required5+ years of customer service and/or call center experience preferred2+ years of experience in a pharma / biotech or health services environment preferred2+ years of managing teams preferred (Managing a team in temporary or ad hoc assignments including matrix team leadership required)

Knowledge, Skills & Abilities

Experience working in a regulated environment (cGMP/FDA)Must be skilled in planning and organizing, conflict management, decision-making, building relationships, innovation management, and resource allocation.Excellent leadership, communication, and presentation skillsAbility to make decisions in a fast-paced, high-volume environment.Highly self-motivated individual, with demonstrated ability to work independently.Flexibility in responding to change or business needs.Lives the BMS core values of Integrity, Passion, Innovation, Accountability, Urgency, and InclusionFluent reading, speaking, and writing skills required in English

If you come across a role that intrigues you but doesn’t perfectly line up with your resume, we encourage you to apply anyway. You could be one step away from work that will transform your life and career.

Uniquely Interesting Work, Life-changing Careers
With a single vision as inspiring as “Transforming patients’ lives through science™ ”, every BMS employee plays an integral role in work that goes far beyond ordinary. Each of us is empowered to apply our individual talents and unique perspectives in an inclusive culture, promoting diversity in clinical trials, while our shared values of passion, innovation, urgency, accountability, inclusion and integrity bring out the highest potential of each of our colleagues.

On-site Protocol

BMS has a diverse occupancy structure that determines where an employee is required to conduct their work. This structure includes site-essential, site-by-design, field-based and remote-by-design jobs. The occupancy type that you are assigned is determined by the nature and responsibilities of your role:

Site-essential roles require 100% of shifts onsite at your assigned facility. Site-by-design roles may be eligible for a hybrid work model with at least 50% onsite at your assigned facility. For these roles, onsite presence is considered an essential job function and is critical to collaboration, innovation, productivity, and a positive Company culture. For field-based and remote-by-design roles the ability to physically travel to visit customers, patients or business partners and to attend meetings on behalf of BMS as directed is an essential job function.

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. If you require reasonable accommodations/adjustments in completing this application, or in any part of the recruitment process, direct your inquiries to adastaffingsupport@bms.com. Visit careers.bms.com/eeo-accessibility to access our complete Equal Employment Opportunity statement.

BMS cares about your well-being and the well-being of our staff, customers, patients, and communities. As a result, the Company strongly recommends that all employees be fully vaccinated for Covid-19 and keep up to date with Covid-19 boosters.

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 if hired for this position, please visit this page for important additional information: https://careers.bms.com/california-residents/

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