Senior Manager, CRM Engineering & Administration

Bristol Myers Squibb • Princeton, NJ

10d

About The Position

The Senior Manager leads the Administration & Development stream within Bristol Myers Squibb’s CRM Engineering – Field Enablement organization. As the primary technical lead, this position drives end-to-end design, administration, customization, and AI-powered development across the Veeva/Vault CRM ecosystem, with particular focus on user experience design, platform administration, and custom development using MyInsights/X-Pages, Java SDK, scripting languages, and CRM-native development frameworks. The role defines the long-term CRM engineering vision and fosters an AI-first, intelligent-automation-led, value-driven engineering culture to simplify and transform commercial field operations and deliver measurable business value. The position is US-based and involves extensive regular collaboration with global leads, developers, cross-functional teams, business stakeholders, vendors, and product owners.

The role leads CRM and EM engineering strategy, platform administration, UIX design and development, custom development, integrations, and DevOps practices. It also establishes AI governance and responsible AI practices, oversees validated CRM environments and delivery controls, manages technical risk, and guides a globally distributed team. The Senior Manager partners across business and IT functions, manages vendor relationships, and communicates delivery status and risks to senior management.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, Software Engineering, or a related field.
• At least 9 years of overall IT experience in CRM software development, platform administration, and enterprise solution delivery, including senior technical leadership experience.
• At least 5 years of hands-on Veeva CRM experience, with expertise in platform administration, UIX/MyInsights/X-Pages development, custom development, security models, profiles, objects, controllers, workflows, SSO, permission sets, reports, dashboards, data loading, and integrations.
• At least 3 years of hands-on custom development using Java, Veeva Java SDK, JavaScript, or equivalent scripting languages in CRM or enterprise application environments.
• At least 1 year of applied AI/ML, intelligent automation, or Generative AI experience, including designing, building, or operationalizing enterprise CRM or field technology solutions.
• At least 4 years of experience with Agile and Waterfall SDLC methodologies, validated and regulated system delivery in life sciences, and cloud-native application development.
• Demonstrated experience designing and implementing CRM integrations using REST/SOAP APIs, middleware, or event-driven architectures.
• Demonstrated experience leading globally distributed engineering teams across onshore, nearshore, and offshore delivery models.
• At least two active, relevant technical certifications.
• Strong analytical, problem-solving, written, and verbal communication skills, including the ability to present to leadership and cross-functional technical audiences.

Nice To Haves

• Deep expertise in life sciences CRM capabilities, including account management, affiliations, MyInsights/X-Pages, product metrics, MCCP, sampling, Approved Email, Engage, territory management, media content, Call/eMIRF, suggestions, surveys, iRep configurations, Event Management, and integrations.
• Experience integrating CRM with AI/ML platforms and services to surface predictive model outputs, next-best-action, or intelligent insights in CRM UIX layers.
• Experience with CI/CD tools such as GitHub Actions, Azure DevOps, or Jenkins for automated CRM configuration deployment and SDK build pipelines.
• Familiarity with MDM processes relevant to CRM data governance, including HCP/HCO data, territory hierarchies, and product catalog management.
• Prior experience in life sciences, pharmaceutical, or healthcare, with knowledge of commercial field operations, medical affairs, market access, or sales force effectiveness workflows.
• Additional Veeva CRM, Veeva Vault, Salesforce, or cloud platform certifications.
• Experience with Agile tools such as Jira, Confluence, or Azure Boards for backlog management, sprint execution, and stakeholder reporting.
• Demonstrated ability to manage global teams and vendor relationships in a matrixed organization, influence without authority, and drive outcomes across diverse stakeholder groups.

Responsibilities

• Define and lead AI-powered engineering and development across CRM and EM, delivering AI-enabled solutions with measurable business value and reduced manual effort.
• Promote AI-first engineering practices, including AI coding assistants, LLM-augmented development workflows, and automated testing.
• Lead platform simplification and intelligent automation, rationalizing legacy configurations and replacing manual workflows with scalable automated solutions.
• Lead agentic AI experiments and enterprise pilots, including agents that manage CRM workflows, enrich data, route actions, and surface field recommendations through CRM APIs and third-party data sources.
• Establish AI governance and responsible AI frameworks that comply with BMS policies, privacy regulations, explainability standards, and validated systems requirements.
• Lead the end-to-end UIX strategy, architecture, and development for Veeva CRM field-facing interfaces, including rep and manager screens, MyInsights/X-Pages, and dashboards.
• Define and enforce UIX design standards, component libraries, and reusable patterns across the global CRM engineering team.
• Lead Veeva CRM and EM platform administration, including user and territory management, security, profiles, permissions, roles, objects, workflows, approvals, automation, SSO, reporting, dashboards, and data loading.
• Govern CRM environments including sandbox, UAT, staging, and production, with controlled promotion workflows, configuration tracking, and change management aligned to validated-systems standards.
• Lead custom development using Java SDK, scripting languages, and Veeva-native frameworks, producing controllers, logic layers, event handlers, background services, integration connectors, and reusable code libraries.
• Collaborate on CRM integration solutions using REST/SOAP APIs, middleware, event-driven pipelines, and batch data exchange to connect Veeva CRM with MDM, ERP, AI/ML services, Veeva Vault, and Salesforce.
• Drive CI/CD adoption and DevOps practices, including deployment pipelines, environment promotion, code reviews, Git version control, coding standards, and GxP/GCP-compliant release automation.
• Lead innovation forums, hackathons, and technology showcases across onshore, nearshore, and offshore engineering communities.
• Set the technical vision and engineering roadmap for the CRM and EM Administration and Development stream, aligning platform capabilities, development priorities, and AI/automation investments with commercial IT strategy.
• Prototype and demonstrate CRM, EM, and AI capabilities to validate feasibility, de-risk delivery, and support roadmap and investment decisions.
• Manage portfolio-level technical risks, including architectural vulnerabilities and compliance gaps, and lead remediation programs across the CRM platform estate.
• Lead, develop, and inspire a globally distributed team of CRM developers, administrators, UIX engineers, and AI specialists; set technical direction and build team capabilities and performance.
• Manage vendor and partner relationships, influence product roadmaps, drive SLA accountability, resolve escalations, and identify strategic partnership opportunities.
• Partner with Product Owners, commercial business teams, and cross-matrix IT teams to translate strategic needs into scalable AI-enabled CRM solutions with clear value outcomes.
• Drive global delivery governance through agile ceremonies, program transparency, cross-geography delivery cadence, predictable milestones, and audit-ready artifacts.
• Communicate risks, issues, and delivery impacts to senior management with actionable strategies, contingency plans, and executive-ready status updates.

Benefits

• Comprehensive benefits, including wellbeing support, retirement and financial protection benefits, and medical, dental, vision, life, and disability insurance offerings, subject to plan terms and eligibility.
• Flexible Time Off (FTO) without a set accrual limit for eligible U.S.-based exempt employees, subject to manager approval.
• 11 paid company holidays annually for eligible employees.
• For specified employee groups, 160 hours of paid vacation annually for new hires, subject to manager approval, and 3 optional holidays.
• Depending on eligibility, paid sick leave, up to two paid volunteer days per year, summer hours flexibility, and leaves of absence for medical, personal, parental, caregiver, bereavement, or military needs.
• Eligible employees may receive an annual Global Shutdown between Christmas Day and New Year’s Day.
• Potential eligibility for discretionary incentive cash and stock opportunities.

What This Job Offers

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