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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Director, Global Operations Transformation - **Company:** Bristol Myers Squibb - **Location:** Tampa, FL, United States - **Experience:** Experienced - **Salary:** $174,080.0 - $210,944.0 - **Contract:** Permanent contract - **Skills:** Artificial Intelligence, Human Resources Information System (HRIS), Chatbots, AI Platforms, Data Management - **Published:** July 12, 2026 - **Apply:** https://www.juju.com/job/00000000gfugb1 ## About the Role + Bachelor's degree or equivalent + 5-7 years of experience in HR shared services including at least 3 years in a management role for workforce data management, benefits, or payroll teams + Demonstrable experience applying operations transformation leveraging digital solutions, AI, etc. + Strong background in leading HR transformation projects, process improvements, and the integration of HR technologies. + Deep knowledge of Customer Service management principles + Expertise in HR technology solutions, including HRIS, case management tools, and self-service platforms. + Analytical mindset with the ability to use data to drive decision-making and continuous improvement. + Strong interpersonal and communication skills to successfully manage client expectations and work/operate well with various personalities/capabilities in cross-functional teams, matrix environment. + Ability to use business judgment when assessing requirements and performance in order to identify the right solution to meet business needs ## Description As the Director, Global Operations Transformation in People Services, you will play a key strategic role in driving the development and execution of HR operations delivery to the organization. You will lead a global, high-performing team responsible for delivering a seamless and efficient HR experience to employees and managers. Your leadership will ensure the alignment of HR operational execution with BMS' strategic goals, driving operational excellence and fostering a customer-centric approach to HR service delivery. This role requires a dynamic leader with expertise in HR operational rigor, customer empathy, process improvement, and demonstrable eagerness to embrace new technologies such as chatbots, agent assist, and AI platforms. Key Responsibilities + Execute a multi-year vision for global customer support operations that aligns with BMS's strategic goals and customer success metrics. + Champion a transformation agenda that uses automation, AI, and data to improve resolution times, self-service adoption, and overall customer satisfaction. + Foster a culture of innovation by digital thinking, and rapid experimentation into support operations. + Translate strategy into action through clear, data-informed roadmaps and KPIs that drive both efficiency and exceptional customer experience. + Lead, mentor, and develop a high-performing team within People Services, fostering a culture of excellence, accountability, and continuous learning. + Support the professional development of team members, providing training, resources, and career development opportunities. Initial Transformation Deliverables: + Adoption of improved case management practices across the entirety of People Services Operations and in cooperation with peer teams across the People Organization + Identify and implement operational efficiencies achieved by AI adoption + With People Services colleagues, geo-location transition of operational activities in line with team transition proposals. + Refined key performance indicators (KPIs) and service level agreements (SLAs) to measure People Services operations performance and drive continuous improvement., BMS has an 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. Supporting People with Disabilities 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/ (https://careers.bms.com/eeo-accessibility) eeo-accessibility to access our complete Equal Employment Opportunity statement. Candidate Rights BMS will consider for employment qualified applicants with arrest and conviction records, pursuant to applicable laws in your area. ## Related Videos - [Chatbots are going to destroy infrastructures and your cloud bills](https://www.wearedevelopers.com/videos/1130-chatbots-are-going-to-destroy-infrastructures-and-your-cloud-bills) - [This App Reached 10,000 Users in One Week. 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