Transforming patients' lives through scienceTM

Work 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.

This position has a primary responsibility of supervising 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 customer, 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 relationships with other partners across the Cell Therapy Franchise to ensure best-in-class customer service is delivered to our internal and external partners. This position will report to Senior Manager, APAC Scheduling and Cell Logistics, and will collaborate closely 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.

• Supervise daily operations including Scheduling, Logistics arrangements, Site Communication, Escalations, Case Management and Reporting are performed appropriately by all Scheduling Specialists.
• Own all escalation issues that are beyond the knowledge and ability of the Specialists and further escalate, when needed.
• Play as a primary escalation point on issues and problems. Report and escalate promptly and appropriately to Management.
• Ensure all Scheduling Specialists are sufficiently trained leveraging global 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.
• Ensure scheduling system updates, issues and maintenance are communicated with internal and external contacts.
• Ensure appropriate processes are in place in alignment with global process where possible and proactively provide updates, feedbacks, discussions, and insights to the global management team.
• Participate in team's daily operation meetings to ensure that daily operations are conducted, monitored, reported, and escalated promptly and appropriately.
• Identify resource gaps and needs.
• Ensure appropriate processes are in place in alignment with global process where possible and proactively provide updates, feedbacks, discussions, and insights to the global management team.
• Manage hiring and development of direct reports.
• Provide input into goals and plans to delivery on global strategy, and ensure direct reports are aligned with the strategy.
• Manage deviations and CAPAs and ensure that they are closed in a timely manner.
• Manage Investigations related to Deviations.
• Own and execute change control actions in a timely manner.
• Own, author, update and implement procedures and work instructions.
• Work with and support cross-functional team managers on operational processes and projects as assigned.
• Establish and maintain a trusted relationship with BMS commercial matrix team, clinical partners, and treatment sites.
• Monitor and escalate appropriately on daily performances, problems, and anything that requires attention of the team management and/or lead.
• Ensure appropriate auditing processes are in place and conduct audits for Case Management to ensure in compliance with documented instructions.
• Comply with applicable SOP's and FDA regulations to maintain data integrity.
• Plan and execute team building activities and events to maintain positive, inclusive and professional team atmosphere.
• Analyze customer and partner feedback and provide action plans as assigned.
• Lead and manage regional projects.
• Ensure direct reports are aligned with team strategy.
• Managing given resources and identify resource needs.

• Bachelor's Degree or 5 years equivalent work experience.
• 2+ years of direct or indirect people management required.
• 4+ years of scheduling, planning, operations, customer service, logistics, supply chain required.
• 4+ years of customer service and/or call center experience preferred.
• 2+ years of experience in a pharma / biotech or health services environment preferred.
• GxP/Regulated Experience required.

• Highly self-motivated, self-aware, and professional.
• Ability to work independently and in groups.
• Flexible in responding to quickly changing business needs.
• Exceptional customer service orientation.
• Skilled at managing tense situations and de-escalate.
• Eager to work with teams from other regions and cultures.
• Able to share workspace for independent and collaborative work.
• Strong sense of ownership and accountability.
• Passion for leading teams and developing people.
• Strong communication (written and verbal) and presentation skills.
• Lives the BMS core values of Integrity, Passion, Innovation, Accountability, Urgency, and Inclusion.
• Fluent reading, speaking, and writing skills required in English.

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 . Visit 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.

Any data processed in connection with role applications will be treated in accordance with applicable data privacy policies and regulations.

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