Senior AI Product Manager- Patient Services, CRM, Portals and Apps

GSK • Durham, CA

5d

About The Position

The Senior AI Product Manager will lead GSK’s use of AI and digital products to improve patient and provider experiences, accelerate access to therapy, and reduce the effort involved in patient support operations across CRM systems, portals, and apps. The role works closely with Patient Services leaders, hub and field teams, and stakeholders across patient and provider journeys to identify where AI, agentic technology, and digital design can have the greatest impact, then owns delivery from discovery through production deployment and ongoing performance management.

Working across product, engineering, and patient services operations, the role makes feasibility and build-versus-buy decisions, defines quality measures for non-deterministic AI systems, and moves solutions from proof of concept to governed, monitored production use. Success is measured by adoption and quantified patient and operational impact. The role also shapes investment in AI and digital capabilities across Patient Services in support of GSK’s mission.

Requirements

• Bachelor’s degree in business, computer science, data science, public health, life sciences, or a related field.
• At least 8 years of experience in life sciences, specialty pharmacy, hub services, telehealth, digital health, or related healthcare environments, creating and implementing digital solutions for patient services teams or healthcare providers.
• At least 3 years of experience developing, implementing, or supporting digital solutions for patient services teams, healthcare providers, or patient engagement programs.
• Experience with Salesforce Health Cloud, Salesforce Life Sciences Cloud, or a comparable CRM platform.
• Experience developing product roadmaps, business cases, project plans, or technology investment recommendations.
• Experience leading technology implementation projects through delivery and production deployment.
• Experience translating business needs, operational challenges, or customer requirements into digital, technology, or business transformation initiatives.
• Experience managing or coordinating technology implementation projects involving cross-functional teams, external vendors, budgets, timelines, or deliverables.
• Experience working in regulated healthcare, pharmaceutical, or life sciences environments.
• Experience supporting projects involving healthcare data privacy, security, or compliance requirements such as HIPAA or GDPR.
• Experience with Agile, Scrum, or similar software delivery methodologies.
• Experience supporting software testing, validation, quality assurance, or release management in regulated healthcare, pharmaceutical, or life sciences environments.
• Experience partnering with UX, UI, or product design teams to develop digital products or platforms.
• Experience working with software engineering, data science, analytics, or technology teams on integrations, automation, AI-enabled solutions, or technology governance.
• Experience supporting implementation, deployment, or oversight of AI, advanced analytics, machine learning, or data-driven technology solutions.

Nice To Haves

• Advanced degree (MBA, MSc, MPH, or PhD) in a relevant discipline.
• Hands-on experience building and operating agentic AI or LLM-based workflows in production, from idea through measured outcome.
• Experience designing or operating agentic AI or automation platforms, such as LLM orchestration frameworks or workflow and agent builders, in a regulated enterprise setting.
• Familiarity with cloud AI platforms such as Azure AI, Google Cloud, or AWS, and with MLOps/LLMOps concepts.
• Experience with human-in-the-loop systems, prompt engineering, or deploying generative AI in regulated environments.
• Experience with health information exchange standards and assessing AI vendors or platforms.
• Experience leading transformation, merger integration, or operating model change.

Responsibilities

• Partner with Patient Services and Operations, Privacy, Compliance, Technology, and Data teams to turn patient-journey and hub-operation pain points into clear problem statements.
• Identify and prioritize opportunities for AI, agentic technology, and digital products across CRM, portals, apps, enrollment, benefits investigation, case management, and patient and provider engagement, weighing impact, feasibility, and risk.
• Develop business cases with expected benefits, costs, and success measures; own product strategy and roadmaps; balance near-term and long-term capabilities; and assess build, buy, and partner options.
• Lead end-to-end delivery with engineers, data scientists, UX/UI designers, and vendors through design, build, evaluation, and production deployment using Agile/Scrum, making build and release decisions tied to the business case.
• Partner with Data Engineering and data owners to establish data quality, lineage, and master data alignment for patient, case, consent, and CRM data, as well as API integrations and secure, standardized exchange of protected health information.
• Set quality standards for products and AI solutions; validate through usability testing and evaluation before release; and manage post-launch product, model, prompt, and agent performance, versioning, change control, failure triage, drift, and continuous improvement.
• Build responsible AI and compliance into solutions from the outset, including human oversight, documentation, privacy, governance, and alignment with GSK standards and applicable regulations such as HIPAA and GDPR.
• Manage budgets, timelines, vendor performance, and delivery risks, escalating issues early.
• Prototype and validate solutions in real-world settings, drive adoption through enablement, training, documentation, and SOP updates, and turn proven solutions into reusable patterns for Patient Services, Commercial, and D&T teams.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior