Senior Business Product Manager, Healthcare Professional (Patient) Customer Relationship Management

Position Title: Senior Business Product Manager, Healthcare Professional (Patient) Customer Relationship Management

Work Location: South San Francisco, CA, 94080

Assignment Duration: 7 Months

Work Schedule: Standard (8 hours)

Work Arrangement: Full on-site

Position Summary:

The Senior Business Product Manager, Healthcare Professional (Patient) Customer Relationship Management (CRM) drives the development, adoption, and continuous improvement of the Patient CRM Product, as well as core integrated capabilities such as e-detailing, customer insights modules, messaging etc. Partnering with the Business Product Owner, Executive Director - CRM Suite Leader, and Technical Product Manager, this role defines product roadmaps, gathers user insights, and drives feature rollouts.

Background & Context:

Digital Experience is shaping the future of how our organization connects with our patients and customers by harnessing the power of digital innovation and human-centered design. As healthcare evolves, we are bold in our approach - leveraging cutting edge AI, advanced digital engagement, end-to-end content management, and omnichannel technologies and operations to create seamless, personalized, and meaningful experiences for our patients and customers. This combined team, in collaboration with key partners, builds solutions to serve Marketing, Customer Engagement, Medical Affairs, Public Affairs & Access ("CMG"), and other patient- and customer-facing teams across CMG to shape and drive a seamless, consistent, meaningful, and compliant experience for patients and customers across our interactions.

Key Responsibilities:

* Partner with the Business Product Owner and/or Executive Director - CRM Suite Leader to support the creation of digital-forward healthcare provider customer relationship (Patient CRM) product roadmaps, including experience, features, timelines, and dependencies.

* Partner with Technical Product Manager to drive the development and improvement of Patient CRM product or specificc product features, ensuring alignment with the overall Patient CRM product vision.

* Help evangelize the role of product(s) in achieving enterprise objectives, communicating their value proposition and roadmap(s) to senior leaders and organization-wide stakeholders.

* Act as point of contact for business feedback, recommendations, & user requests for enhancements to the Patient CRM product.

* Collaborate with the Technical Product Manager to align business outcomes with technical feasibility, ensuring the Patient CRM product delivers both business value and technical performance.

* Oversee business process & user insights collection through User Acceptance Testing (UAT) to ensure the successful implementation of new features and capabilities.

* Support the rollout of new features across new and existing users.

* Collaborate with Business Product Owner / Executive Director - CRM Suite Leader to establish business standards & templates and ensure pull-through.

* Drive definition of business requirements for Patient CRM product capabilities and features and non-functional performance requirements, leveraging our organization and industry standards.

* Drive experimentation to enhance Patient CRM product offerings, in line with the overall business learning agenda.

* Coordinate with business stakeholders, IT, and cross-functional enterprise product team partners to align on the product roadmap, fostering cohesive collaboration and unified efforts toward shared goals.

* Collaborate with cross-functional teams and IT partners to ensure successful Patient CRM product integration and execution.

* Closely partner with Customer Experience professionals to ensure Patient CRM product experience meets the expectations of its end-user product community.

* Understand customer engagement trends and technologies in the pharmaceutical industry. Track market shift and emerging technologies to inform CRM strategy and roadmap development.

* Comply with all laws, regulations and policies that govern the conduct of our organization activities.

* Ensure Patient CRM product features align with compliance, privacy, and regulatory standards while supporting effective field force engagement.

* Collaborate with FieldSales, Medical, and Marketing teams to define and prioritize functionality that supports timely and personalized Patient interactions.

Qualification & Experience:

* Bachelor's degree in business, technology, operations, science, marketing, or a related field.

* 7 years of experience, with 5 years in product management, digital product operations, or equivalent experience.

* Experience with sole ownership of tactics or product components, demonstrating the ability to articulate business problems, identify solutions, and drive execution from strategy through implementation.

* Demonstrated ability to develop and execute product roadmaps, including feature planning, timelines, and dependencies.

* Experience with User Acceptance Testing (UAT) and rolling out new features across a variety of user bases.

* Proven success in aligning stakeholders and collaborating with cross-functional teams to deliver seamless product integration.

* Strong analytical and problem-solving skills, with experience driving experimentation and optimization.

* Exceptional communication and presentation skills, with the ability to evangelize product vision and value across all levels of an organization.

* Proven ability to adapt and navigate ambiguous or evolving environments.

* Salesforce Lifesciences or Healthcloud implementation experience (Experience in leading or managing enterprise CRM platforms (e.g., Veeva, Salesforce) within life sciences or healthcare industries.

* Patient Access and Support Services experience in a Pharma industry

* Product Management experience

* Strong understanding of customer engagement strategies and omnichannel orchestration tailored to Patients.