Associate Director, Field Suggestions and Alerts

Summary

This role will lead the design, governance, and continuous optimization of AI‑driven field‑facing engagement suggestions generated by the Omnichannel Orchestration Engine. It ensures that AI‑driven next best actions, alerts, messages, and content recommendations—delivered through CRM platforms and embedded in field workflows—are strategically aligned, operationally relevant, compliant, and trusted by Sales, Medical, and other frontline teams.

• Own the business product definition for Omnichannel Engine field and CRM suggestions, including next best actions, alerts, message prompts, and content recommendations.
• Partner with CRM Insights Enablement and Salesforce/Veeva teams to ensure suggestions are delivered contextually and natively within frontline workflows (e.g., call planning, alerts, rep dashboards).
• Define and monitor success metrics for AI‑driven suggestions, including relevance, explainability, adoption, execution rates, and dismissal reasons.

• Work with Brand and Therapeutic Area teams to understand field plays, customer journeys, and priority actions.
• Translate strategy into business rules, triggers, eligibility logic, and prioritization frameworks that adapt recommendations based on context, performance signals, and feedback.
• Incorporate field realities and constraints, including workload, call cadence, access limitations, content availability, channel norms, and timing considerations.

• Collaborate closely with Business Insights, Data Science, and Technology teams to operationalize predictive and prescriptive model outputs (e.g., propensity, response, next best action) within field suggestion logic.
• Define operational guardrails for AI‑driven suggestions, including confidence thresholds, frequency caps, suppression rules, cooling periods, and escalation logic.
• Ensure all AI‑driven recommendations are explainable, interpretable, and appropriate for frontline use, enabling users to understand why a suggestion is surfaced.

• Define field‑centric, agentic orchestration workflows governing how suggestions are generated, ranked, suppressed, dynamically adapted, and delivered across channels.
• Partner with CRM and Marketing Automation teams to ensure reliable, low‑friction execution within field workflows.
• Establish closed‑loop AI learning mechanisms capturing execution, outcomes, and field feedback to continuously refine agentic logic and recommendation behavior.

• Partner with Measurement and Field Analytics teams to monitor AI‑driven suggestion issuance and execution rates, dismissal reasons and non‑adopting patterns, and early indicators of suggestion fatigue, misalignment, or over‑automation.

• Ensure all field and CRM suggestions operate fully within BMS legal, medical, regulatory, and compliance standards for pharmaceutical promotion.
• Partner with Compliance, Legal, and Medical Review teams to define approval pathways and maintain documentation for AI‑driven recommendation logic, rules, and guardrails.
• Maintain formal change control processes to support audits, inspections, and updates driven by labeling, policy, or regulatory changes.

• Bachelor’s degree in Business, Analytics, Technology, Health Sciences, or a related field (Master’s preferred).
• Minimum 5 years of experience in the pharmaceutical or life sciences industry, with exposure to field operations, CRM, omnichannel strategy, or analytics.
• Strong understanding of field execution models and how insights translate into frontline behavior.
• Experience translating strategy or analytics into practical, compliant, AI‑enabled field recommendations.
• Familiarity with Salesforce, Veeva CRM/Engage, and marketing automation platforms.
• Exposure to AI‑enabled recommendations, analytics‑driven engagement, or experimentation frameworks.
• Experience partnering with data science and engineering teams supporting AI and agentic decisioning.
• Knowledge of U.S. pharmaceutical promotional compliance requirements.
• Ability to operate effectively in matrixed, cross‑functional environments.
• Strong communication skills, with the ability to explain recommendation logic clearly to non‑technical audiences.
• Experience working with agentic or AI‑driven / omnichannel orchestration engines.

All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, sexual orientation, Alzheimer’s disease, medical condition, age, genetics, or any other protected characteristic in accordance with local laws.

Job Title:

Associate Director, Field Suggestions and Alerts

Requisition Number: R1599370