Manager, HR Service Technology & Enablement

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. The Manager, HR Service Technology & Enablement supports the effective operation, usability, and governance of global HR service delivery capabilities. This role focuses on day to day service operations, user experience improvements, and HR knowledge/content governance, with contributing involvement in GenAI enabled capabilities and ServiceNow HRSD platform evolution. This is a hands on, execution oriented role that applies practical expertise to improve how employees and HR teams find information, resolve issues, and interact with HR services. The role works within established strategy, standards, and governance, contributing insights and improvements while partnering closely with senior leaders and cross functional teams. The role is part of the team that delivers continuous improvements that elevate worker user experience. The successful candidate for this role will be someone who can combine HR operational experience with technical and process acumen, contribute to transformation initiatives leveraging Gen AI and automation, and foster collaboration in a global, virtual environment while maintaining a strong focus on innovation and measurable outcomes. Key Responsibilities: Service Operations & User Experience Support the reliability and day‑to‑day effectiveness of HR service delivery tools (HRSD, Employee Center, Knowledge, Virtual Agent). Analyze service data, case trends, and feedback to identify operational pain points and experience gaps. Contribute to improvements in case routing, intake quality, knowledge findability, and resolution efficiency. Collaborate with operations teams to support SLA performance, backlog hygiene, and issue resolution. HR Policy, Knowledge & Content Governance Support the creation, maintenance, and governance of HR knowledge and policy content. Apply established taxonomy, templates, metadata, and quality standards to ensure content is accurate, compliant, and easy to consume. Partner with HR COEs and policy owners to keep content current, clear, and aligned to global and regional requirements. Identify knowledge gaps driven by case trends and employee questions, and support remediation. GenAI & Automation Enablement Contribute to the implementation and ongoing improvement of GenAI‑assisted features (e.g., automation, Virtual Agent, guided help). Help assess GenAI outputs for accuracy, usefulness, and employee experience, escalating issues or improvement opportunities.