Senior Business Product Manager

Job Description

Job Description

Job Title: Senior Business Product Manager, CRM (Patient Experience)

Location: South San Francisco, CA
Working Model: Full On-site
Working Shift: Standard (8 hours)

Who We Are

Our Company is pioneering the future of healthcare engagement by harnessing digital innovation and human-centered design. Our mission is to create seamless, personalized, and impactful journeys for patients and customers using advanced AI, end-to-end content management, omnichannel technologies, and operational excellence. We collaborate across Marketing, Customer Engagement, Medical Affairs, Public Affairs, and Access (“CMG”) to deliver consistent, compliant, and meaningful experiences for all stakeholders. If you are passionate about redefining healthcare interactions and building exceptional platforms, we invite you to join us in driving transformational change.

Position Overview

As the  Senior Business Product Manager, CRM , you will own the strategy, development, adoption, and continuous improvement of the Patient CRM product and its integrated capabilities (e.g., e-detailing, customer insights modules, messaging). Working in close partnership with the Business Product Owner, Executive Director – CRM Suite Leader, Technical Product Manager, and cross-functional business teams, you will shape CRM capabilities to empower end-users and deliver business impact.

You will be responsible for defining roadmaps, gathering user insights, engaging stakeholders, and driving feature rollouts. Your collaboration across commercial, medical, and digital teams will inform CRM strategies that enhance customer interactions and support both digital and in-person engagement.

Key Responsibilities

• Develop and maintain digital-forward roadmaps for Patient CRM products, identifying features, timelines, and dependencies in partnership with business and technical leaders.
• Drive the evolution of Patient CRM features and capabilities, aligning business objectives with technical feasibility and product vision.
• Champion the value proposition and strategic vision of the CRM product, communicating effectively to senior leaders and organization-wide stakeholders.
• Serve as the primary contact for business feedback and user enhancement requests; ensure these are incorporated into product development.
• Oversee User Acceptance Testing (UAT) and gather user insights to facilitate successful feature implementation and user adoption.
• Lead the rollout of new CRM features to diverse user groups.
• Establish business standards, templates, and best practices in partnership with product owners to ensure consistent execution.
• Define business requirements and performance standards for Patient CRM capabilities, leveraging industry and Genentech standards.
• Promote experimentation and learning to continuously enhance Patient CRM offerings.
• Align stakeholders across business, IT, and enterprise product teams to drive cohesive product roadmaps and collaboration.
• Ensure seamless CRM product integration with cross-functional teams and IT partners.
• Stay informed about evolving customer engagement trends and technologies in pharma, using insights to refine CRM strategy.
• Support compliance, privacy, and regulatory adherence in all CRM product development and features.
• Collaborate with field sales, medical, and marketing teams to prioritize functionalities that support timely, personalized patient interactions.

Who You Are

Required Qualifications & Experience:

• Bachelor’s degree in business, technology, operations, science, marketing, or a related discipline.
• Minimum 7 years’ industry experience, including at least 5 years in product management or digital product operations.
• Demonstrated experience managing product components or tactics, articulating business challenges, and executing strategies to solutions.
• Proven track record developing and implementing product roadmaps, with expertise in feature planning and stakeholder management.
• Experience with User Acceptance Testing (UAT) and onboarding users to new functionalities.
• Strong ability to foster cross-functional collaboration and drive integrated product delivery.
• Excellent analytical, problem-solving, and experimentation skills.
• Effective communicator and presenter, capable of evangelizing product vision at all organizational levels.
• Adaptable and resourceful in fast-paced, ambiguous, or evolving environments.

Preferred Technical/Industry Skills:

• Implementation experience with Salesforce Lifesciences or Health Cloud (or similar enterprise CRM platforms such as Veeva) in life sciences/healthcare.
• Patient Access and Support Services experience within the pharmaceutical industry.
• Deep understanding of customer engagement and omnichannel strategies tailored to patient populations.

As part of our promise to talent, Kelly supports those who work with us through a variety of benefits, perks, and work-related resources. Please note: The following benefits reflect Kelly's general offerings. Eligibility may vary by assignment, location, and job type. Kelly offers eligible employees voluntary benefit plans including medical, dental, vision, telemedicine, term life, whole life, accident insurance, critical illness, a legal plan, and short-term disability. As a Kelly employee, you will have access to a retirement savings plan, service bonus and holiday pay plans (earn up to eight paid holidays per benefit year), and a transit spending account. In addition, employees are entitled to earn paid sick leave under the applicable state or local plan. Click here for more information on benefits and perks that may be available to you as a member of the Kelly Talent Community.

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