Senior Business Product Manager

Quick Facts

• Role: Senior Business Product Manager, CRM (Patient Experience)
• Working model: Full on-site

Description

As the Senior Business Product Manager, CRM, you will own the strategy, development, adoption, and continuous improvement of the Patient CRM product and its integrated capabilities (e-detailing, customer insights modules, messaging). Working in close partnership with business and technical leaders, you will shape CRM capabilities to empower end-users and deliver business impact.

Key Responsibilities

• Develop and maintain digital-forward roadmaps for Patient CRM products, identifying features, timelines, and dependencies.
• Drive the evolution of Patient CRM features and capabilities, aligning business objectives with technical feasibility and product vision.
• Champion the value proposition and strategic vision of the CRM product to senior leaders and stakeholders.
• Serve as the primary contact for business feedback and user enhancement requests; ensure these are incorporated into product development.
• Oversee User Acceptance Testing (UAT) and gather user insights to facilitate successful feature implementation and user adoption.
• Lead the rollout of new CRM features to diverse user groups.
• Establish business standards, templates, and best practices to ensure consistent execution.
• Define business requirements and performance standards for Patient CRM capabilities, leveraging industry and Genentech standards.
• Promote experimentation and learning to continuously enhance Patient CRM offerings.
• Align stakeholders across business, IT, and enterprise product teams to drive cohesive product roadmaps and collaboration.
• Ensure seamless CRM product integration with cross-functional teams and IT partners.
• Stay informed about evolving customer engagement trends and technologies in pharma to refine CRM strategy.
• Support compliance, privacy, and regulatory adherence in all CRM product development and features.
• Collaborate with field sales, medical, and marketing teams to prioritize functionalities supporting timely, personalized patient interactions.

Requirements

• Bachelor’s degree in business, technology, operations, science, marketing, or a related discipline.
• Minimum 7 years’ industry experience, including at least 5 years in product management or digital product operations.
• Demonstrated experience managing product components or tactics, articulating business challenges, and executing strategies to solutions.
• Proven track record developing and implementing product roadmaps, with expertise in feature planning and stakeholder management.
• Experience with User Acceptance Testing (UAT) and onboarding users to new functionalities.
• Strong ability to foster cross-functional collaboration and drive integrated product delivery.
• Excellent analytical, problem-solving, and experimentation skills.
• Effective communicator and presenter, capable of evangelizing product vision at all organizational levels.
• Adaptable and resourceful in fast-paced, ambiguous, or evolving environments.

Preferred Technical/Industry Skills

• Implementation experience with Salesforce Lifesciences or Health Cloud (or similar enterprise CRM platforms such as Veeva) in life sciences/healthcare.
• Patient Access and Support Services experience within the pharmaceutical industry.
• Deep understanding of customer engagement and omnichannel strategies tailored to patient populations.

Benefits

• Voluntary benefit plans including medical, dental, vision, telemedicine, term life, whole life, accident insurance, critical illness, a legal plan, and short-term disability (eligibility may vary by assignment, location, and job type).
• Retirement savings plan.
• Service bonus and holiday pay plans (earn up to eight paid holidays per benefit year).
• Transit spending account.
• Paid sick leave under the applicable state or local plan.