Senior Manager, IT - Field Engagement Platforms

Mirum Pharmaceuticals•Foster City, CA

1d•Hybrid

About The Position

The Senior Manager, IT – Field Engagement Platforms is responsible for the strategy, product ownership, delivery, and operational support of Mirum Pharmaceuticals’ global technology capabilities for field-based Commercial and Medical Affairs teams. The role has primary accountability for the Veeva CRM ecosystem and related field engagement capabilities, distinct from the Salesforce platform supporting Patient Services and omnichannel engagement. Reporting to the Sr. Director, IT – Commercial, Medical Affairs, Patient Services, this role partners with Sales, Commercial Operations, Medical Affairs, Compliance, Data & Analytics, and other IT teams to translate business needs into scalable, compliant, user-centered solutions. The role combines hands-on Veeva expertise with product management, business partnership, integration, and operational leadership. The position owns the Veeva platform strategy and roadmap; leads configuration, testing, deployment, support, governance, and continuous improvement; coordinates integrations and data flows; and manages delivery partners, vendors, risks, and spending. It also supports adoption through change management, training coordination, release communications, and stakeholder engagement.

Requirements

Bachelor's degree in Computer Science, Information Systems, Engineering, Business, Life Sciences, or a related field.
At least 5 years of experience supporting Commercial CRM and field technology platforms.
Demonstrated experience as a CRM product owner, platform owner, or technology lead responsible for roadmap, backlog, releases, integrations, operational support, and stakeholder management.
Experience supporting field Commercial and/or Medical Affairs technology in a regulated environment.
Deep functional and hands-on experience with Veeva CRM and relevant capabilities such as Approved Email, CLM, MyInsights, Veeva Network, Veeva OpenData, and PromoMats integrations.
Strong understanding of life sciences field processes, including HCP/HCO engagement, customer segmentation, territories and alignments, call activity, content delivery, field communications, coaching, and field reporting.
Strong understanding of CRM data, customer master data, consent, integrations, analytics, and downstream Commercial data flows.
Working knowledge of privacy, security, promotional and medical compliance, validation, and change-control expectations in life sciences.
Strong product and platform management skills, including roadmap development, backlog prioritization, release planning, governance, and lifecycle management.
Ability to influence without direct authority and coordinate business stakeholders, technical teams, vendors, and consultants.
Strong communication and presentation skills, including the ability to translate technical considerations into business impact and decisions.
Strong analytical, organizational, vendor-management, and problem-solving skills, with the ability to manage multiple priorities in a fast-paced environment.
Ability to balance strategic platform ownership with hands-on problem solving and operational accountability.
Customer-focused, collaborative approach to building trusted partnerships with field users, business leaders, Compliance, and IT colleagues.
Disciplined approach to documentation, testing, controls, release management, service management, and continuous improvement.
Ability to make practical trade-offs across business value, user experience, compliance, cost, scalability, and maintainability.
Commitment to Mirum's values and to delivering simple, reliable technology experiences for field teams.

Nice To Haves

Experience supporting Commercial CRM and field technology platforms in the pharmaceutical, biotechnology, or life sciences industry.
Experience with Salesforce or adjacent omnichannel and Patient Services platforms, particularly where integration and platform-boundary decisions are required.

Responsibilities

Serve as IT product owner and primary technology lead for the global Veeva CRM ecosystem supporting field-based Commercial and Medical Affairs teams.
Develop and maintain platform strategy, multiyear roadmap, enhancement backlog, release plan, and lifecycle plan in alignment with the Commercial and Medical Affairs IT roadmap.
Evaluate Veeva and third-party capabilities and recommend solutions based on business value, user experience, integration, scalability, security, compliance, cost, and maintainability.
Maintain clear boundaries and integration points between Veeva CRM and the Salesforce platform used for Patient Services and omnichannel engagement.
Lead design, configuration, testing, deployment, and support of Veeva CRM capabilities, including CLM, Approved Email, MyInsights, Coaching Reports, Key Insights, Key People, Veeva Network, Veeva OpenData, and PromoMats integrations.
Ensure platform configuration supports field workflows, customer engagement requirements, data standards, consent and privacy requirements, compliance expectations, and a cohesive user experience.
Assess vendor roadmaps and release impacts; coordinate regression and user acceptance testing; and communicate changes to stakeholders.
Identify opportunities to improve field technology adoption, effectiveness, and workflow simplicity.
Serve as the day-to-day IT relationship partner for field technology and develop an understanding of Sales and Medical Affairs operating models, workflows, user needs, and pain points.
Translate business needs into process designs, functional requirements, user stories, acceptance criteria, and delivery plans.
Facilitate prioritization with business and IT stakeholders based on strategic value, user impact, risk, effort, dependencies, capacity, and total cost.
Partner with the Sr. Director, IT – Commercial & Medical Affairs on governance, investment recommendations, roadmap trade-offs, and executive communications.
Lead change management, training coordination, release communications, and adoption activities for new and enhanced capabilities.
Partner with Data & AI, integration, security, and infrastructure teams to establish reliable, governed data flows across Veeva CRM and related Commercial systems.
Clarify system-of-record ownership, data definitions, interfaces, controls, monitoring, and support accountability for CRM data and integrations.
Support data quality, reporting, analytics, automation, and responsible AI opportunities that improve field effectiveness and decision-making.
Establish and maintain platform governance, configuration standards, documentation, access controls, change controls, release procedures, and support processes.
Ensure solutions meet applicable promotional, medical, privacy, security, records-management, and regulatory requirements in partnership with Compliance, Legal, Privacy, and Security stakeholders.
Own service performance, production support, incident escalation, root-cause analysis, problem management, and continuity planning for the platform.
Monitor platform usage, adoption, support trends, data quality, and user feedback; define and track service and product health measures.
Manage platform risks, technical debt, upgrades, decommissioning, and remediation activities across the lifecycle.
Lead cross-functional projects and enhancements from discovery through design, delivery, validation, deployment, stabilization, and value realization.
Manage software vendors, implementation partners, consultants, and managed-service providers, ensuring accountability for scope, quality, timelines, service levels, knowledge transfer, and documentation.
Develop project estimates and business cases; monitor platform and project spending in partnership with the Sr. Director and IT leadership.
Coordinate delivery dependencies, risks, decisions, and status reporting across business stakeholders and IT teams.