Associate Director, CRM Field Operations

AstraZeneca•Gaithersburg, MD

2d•$136,938 - $205,408•Hybrid

About The Position

The Associate Director, CRM Operations & Field Enablement leads the day-to-day business operations and operational excellence of the CRM ecosystem for US Oncology. The role ensures effective execution, optimization, adoption, and continuous operation of CRM capabilities that support field effectiveness and commercial execution. As the operational owner of CRM business-as-usual (BAU), this position partners with business stakeholders, IT, vendors, and field teams to deploy, support, and continuously optimize CRM capabilities in response to evolving business needs. It serves as a functional subject matter expert and trusted partner, translating business needs into operational solutions while supporting seamless execution and a strong field experience. The position manages CRM BAU operations, roadmap execution, releases, enhancements, issue triage, testing, operational deployment, change control, documentation, and governance. It supports field teams through operational liaison, communications, training, user support, and readiness for enhancements and new initiatives. The role collaborates across Commercial Operations, IT, Marketing, Data & Analytics, Sales Leadership, and vendors to improve workflows, adoption, operational consistency, and user experience. The position is hybrid, with an average expectation of working from the office a minimum of three days per week, while allowing individual flexibility. The annual base pay ranges from $136,938.40 to $205,407.60. The position is eligible for incentives, including short-term incentive bonuses and equity-based awards for salaried roles. Benefits include qualified retirement programs, paid time off (including vacation, holidays, and leaves), and health, dental, and vision coverage, subject to applicable plan terms.

Requirements

Bachelor’s degree.
At least 2 years of experience with CRM platforms, including adoption, omnichannel engagement, large-scale implementations, and system integrations (such as Salesforce, Veeva, or equivalent).
Functional and operational knowledge, with a strong understanding of sales processes and workflows.
Strong commitment to customer success and user experience.
Hands-on experience with IQVIA, Salesforce, or Veeva ecosystem tools.

Responsibilities

Lead day-to-day operational management of CRM capabilities to support business continuity, operational effectiveness, and user satisfaction.
Own CRM-related business processes, workflows, and support models.
Monitor CRM performance, identify operational gaps, and implement improvements to field efficiency and user experience.
Ensure operational readiness and continuity for launches, field force changes, campaigns, and business priorities.
Execute CRM roadmap priorities with business stakeholders and cross-functional teams.
Manage CRM releases, enhancements, issue triage, testing, and operational deployment.
Translate business requirements into operational solutions and system enhancements.
Maintain change control, documentation, and operational governance processes.
Serve as the primary operational liaison for field teams on CRM inquiries, processes, efficiencies, and support needs.
Drive adoption and operational pull-through through communications, training, and support.
Ensure field readiness and successful implementation of CRM enhancements and new initiatives.
Partner with Commercial Operations, IT, Marketing, Data & Analytics, Sales Leadership, and vendors to support CRM execution.
Influence process optimization, adoption, and response to operational needs within the function.
Monitor evolving business requirements and identify opportunities to improve workflows, efficiencies, and user experience, including SLA performance.
Promote CRM best practices and operational consistency across teams.