At Bristol Myers Squibb, our employees often ask, “Who are you working for?”—a question that fuels collaboration, accountability, and urgency in our work. Our purpose-driven culture inspires us to discover, develop, and deliver innovative medicines to prevail over serious diseases. We offer uniquely interesting and meaningful work, opportunities for growth, and a supportive environment that values inclusion, wellbeing, flexibility, and comprehensive benefits. This is work that transforms the lives of patients, and the careers of those who do it.
Role Purpose
The Associate Director for APAC Cell Therapy Operational Account Management is the single accountable owner of the end-to-end operational oversight and support between BMS and its network of certified treatment centers and apheresis collection sites across the assigned region. Acting as the strategic account lead, this role ensures every account – from initial onboarding through ongoing performance – receives customer centric services across patient scheduling, cell logistics, and apheresis operations for BMS Clinical and Commercial CAR T-cell therapies.
The role combines two dimensions of operational account ownership: (1) leading the regional CT360 Customer Support team that serves as the primary point of contact for treatment centers, apheresis centers, commercial and clinical internal teams within Japan; and (2) leading the regional Apheresis Operations team responsible for onboarding, training, and sustaining the performance of collection sites across the APAC region. By uniting these functions under one account management framework, the role delivers a seamless, consistent customer experience across the full account lifecycle.
This position manages a combined regional team, with purpose of driving and implementing a holistic view and management of customer interactions related to operations, while collaborating closely with global peers within Global Patient Operations ensuring regional and global account strategies are aligned.
Key Responsibilities
Account Management & Customer Relationships
Own the operational account strategy and relationship health for all BMS certified clinical and commercial treatment centers and apheresis collection sites across Japan serving as the senior escalation point and trusted partner for each account.
Develop operational account plans that capture each site’s needs, performance history, growth opportunities, and risks, and review these regularly with cross-functional partners.
Lead customer communication and issue management in complex or high-stakes situations that cannot be resolved by CT360 Customer Support Specialists or Apheresis Managers, ensuring rapid, well-coordinated resolution.
Collect and act on Voice of Customer (VOC) and Voice of Business (VOB) feedback, translating account insights into continuous improvement of processes, tools, and service levels.
Facilitate internal and external communications, including coordinated responses to major events impacting multiple treatment or collection sites.
Monitor and assess account and vendor performance and capacity after site launch, partnering with Quality Assurance and internal business partners to sustain account health.
Partner with order orchestrations teams, ensuring operational information and data are consolidated at an account level, analyzed and insights are shared with internal cross functional teams in support of customer engagements.
Identify and develop account management strategies and ways of working in collaboration with senior leadership.
Account Onboarding & Site Readiness
Partner with Clinical and Commercial CAR T teams to enable the apheresis collection footprint supporting clinical trial and commercial site plans for the assigned region and countries.
Oversee coordination with internal teams and collection site staff to ensure required onboarding activities are completed, and new accounts are ready to perform collections for BMS within required…