Associate Director, Field Suggestions and Alerts

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Summary:

This role will lead the design, governance, and continuous optimization of AI driven field facing engagement suggestions generated by the Omnichannel Orchestration Engine. This role 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.

The Associate Director partners closely with Field Leadership, CRM Insights Enablement, Brand teams, Omnichannel Strategy, Business Insights & Technology, and Compliance to translate commercial strategy and analytical signals into governed, explainable, field ready recommendations used in daily execution. Serving as a key delegate to the Director, Omnichannel Engine Business Product Owner, this role supports the roadmap for field suggestion capabilities, with a strong focus on adoption, relevance, closed loop learning, and regulatory rigor.

Responsibilities:

Field and CRM Suggestion Product Ownership

* 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.

Translate Strategy into Field Ready Recommendation Logic

* 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.

* Partner on Analytics, Models, and AI driven Decisioning 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.

Agentic Orchestration, Execution & Closed Loop Learning

* 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.

Performance Monitoring & Optimization

* Partner with Measurement and Field Analytics teams to monitor: AI driven suggestion issuance and execution rates Dismissal reasons and nonadopting patterns Early indicators of suggestion fatigue, misalignment, or over automation

Compliance, Governance & Risk Management

* 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.

Qualifications:

* Bachelor's degree in Business, Analytics, Technology, Health Sciences, or a related field (Master's preferred).

* Minimum 5 years of…