Director, IT Commercial Systems and CRM Operations – Global Commercial Technology

This is a fully remote position, open to applicants in California.

📋 Description

• Oversee the operational management of US and JPAC commercial technology platforms that support Sales, Medical Affairs, Market Access, Marketing, Omnichannel Engagement, and Customer Experience.

• Collaborate with business stakeholders to create technology roadmaps that align with corporate and commercial goals.

• Provide counsel to senior business leaders and convert strategic priorities into scalable technology solutions.

• Foster continuous improvement to boost platform performance, user experience, and operational efficiency.

• Ensure operational oversight for field-enabling CRMs and associated commercial technology platforms.

• Set up governance for enhancements, configuration changes, integrations, and platform upgrades.

• Supervise system health monitoring, issue resolution, incident management, and root-cause analysis.

• Manage stakeholder relationships, gather requirements, prioritize needs, and handle demand management.

• Communicate technology investments, associated risks, dependencies, and delivery updates to executives.

• Establish and manage release management processes across different environments and business functions.

• Direct platform release planning and execution, including testing, validation, training, and communication.

• Implement change management, deployment governance, and operational readiness practices.

• Apply architectural principles and review CRM solution designs, integrations, data models, and enhancements.

• Ensure adherence to industry best practices, regulatory requirements, security standards, and data governance policies.

• Define and track SLAs, KPIs, and operational metrics.

• Drive initiatives for risk management, business continuity, and platform resilience.

• Lead vendor management activities with managed service providers, implementation partners, and software vendors.

• Identify opportunities for automation, process optimization, and cost reduction.

• Mentor and develop IT professionals and external partners.

• Manage staffing strategies, succession planning, performance management, and professional development.

• Build high-performing teams to support global commercial operations.

• Guide the evaluation, selection, and implementation planning for the next-generation CRM platform.

• Lead operational readiness and transition planning for the migration from the legacy CRM platform.

• Achieve CRM deployment milestones on time and within budget while ensuring stability, compliance, stakeholder satisfaction, and user adoption.

• Develop a multi-year roadmap for CRM and commercial technology operations.

⛳️ Requirements

• Bachelor's degree in Information Technology, Computer Science, Engineering, or Business.

• 10+ years of progressive IT experience, including leadership roles supporting commercial systems within the pharmaceutical industry.

• 5+ years of leadership experience managing technical/business-facing teams.

• Extensive experience with Salesforce, Veeva, or similar CRMs in regulated environments.

• 10+ years of practical experience in CRM technologies.

• Proficient in Veeva CRM, Veeva Vault CRM, Salesforce Life Sciences Cloud, and the related commercial technology ecosystems.

• Experience in leading or supporting CRM transformation initiatives in pharmaceutical or life sciences organizations.

• Familiarity with managing CRM migration activities, including business process redesign, data migration, integration modernization, user adoption, change management, and post-deployment stabilization.

• Experience in evaluating CRM platforms, technology selection, vendor assessment, roadmap development, and transition planning.

• Proven track record in managing application operations, release management, platform governance, and stakeholder engagement.

• Strong understanding of pharmaceutical commercial processes, including Sales, Medical Affairs, Marketing, and Omnichannel Engagement.

• Experience managing external vendors, managed services providers, or integrated service providers.

• Exceptional executive communication, presentation, negotiation, and influencing skills.

• Knowledge of AI, machine learning, customer intelligence, and digital engagement capabilities.

• Experience supporting global commercial organizations across various regions and markets.

• Familiarity with pharmaceutical compliance requirements, including GxP, GDPR, HIPAA, and promotional review processes.

• Experience with Marketing Automation, Customer Data Platforms, Identity & Consent, Data Warehousing, Analytics, and Integration Platforms.

• Ability to balance strategic initiatives with daily operational tasks.

• Minimal to moderate travel required, estimated at 10%.

• A Master's degree and Salesforce, Veeva, ITIL, Agile, PMP, or Architecture-related certifications are preferred qualifications but not mandatory.

🏝️ Benefits

• Eligibility for an annual bonus plan for Non-Commercial roles or incentive compensation plan for Commercial roles.

• Discretionary equity awards.

• Employee Stock Purchase Plan.

• Medical coverage.

• Dental coverage.

• Vision coverage.

• 401(k) plan.

• Flexible Spending Account/Health Savings Account (FSA/HSA).

• Life Insurance.

• Paid Time Off.

• Wellness programs.

• Reasonable accommodations for applicants with disabilities and other protected individuals.