Senior Manager, CRM Engineering, Administration & Development - Field Enablement
Bristol Myers Squibb · Princeton, New Jersey, United States
At Bristol Myers Squibb, our employees often ask, “Who are you working for?”—a question that fuels collaboration, accountability, and urgency in our work. Our purpose-driven culture inspires us to discover, develop, and deliver innovative medicines to prevail over serious diseases. We offer uniquely interesting and meaningful work, opportunities for growth, and a supportive environment that values inclusion, wellbeing, flexibility, and comprehensive benefits. This is work that transforms the lives of patients, and the careers of those who do it.
Position Responsibilities
- Define and lead the AI-powered Engineering & Development across the CRM capabilities — identifying and delivering AI-enabled solutions that create measurable business value, reduce manual effort, and elevate the intelligence of commercial field tools - embedded within Veeva CRM UIX layers.
- Champion an AI-first engineering mindset — embedding AI coding assistants, LLM-augmented development workflows, and automated testing into day-to-day engineering practice to accelerate delivery and raise code quality.
- Drive platform simplification and intelligent automation programs — rationalizing legacy configurations, eliminating high-effort manual workflows through AI-driven orchestration, and replacing complexity with elegant, automated, and scalable solutions.
- Lead agentic AI experiments and enterprise pilots — designing AI agents that autonomously manage CRM workflows, enrich data, route actions, and surface intelligent field recommendations via CRM APIs and third-party data sources.
- Establish AI governance and responsible AI frameworks within CRM engineering — ensuring all AI solutions comply with BMS AI policies, data privacy regulations, explainability standards, and validated systems requirements.
- Lead the end-to-end UIX strategy for Veeva CRM field-facing interfaces — including rep/manager screens, MyInsights/X-Pages, and embedded dashboards — and lead their architecture and development using HTML5, CSS3, JavaScript (ES6+), Veeva JavaScript SDK, and Java SDK.
- Define and enforce UIX design standards, component libraries, and reusable UI patterns across the global CRM engineering team to ensure consistency, accessibility, and scalability.
- Lead all aspects of Veeva CRM platform administration — user/territory management, security models, profiles, permission sets, role hierarchies, object configurations, workflow rules, approval processes, automation triggers, SSO, reporting/dashboard infrastructure, and data loading operations.
- Govern CRM environment strategy — sandbox, UAT, staging, and production — with disciplined promotion workflows, configuration trackers, and change management controls aligned to validated systems standards.
- Lead custom development initiatives using Java SDK, scripting languages (Groovy, JavaScript, Shell), and Veeva-native frameworks — delivering controllers, SDK-based logic layers, event handlers, background services, integration connectors, and a governed reusable code library.
- Design and implement CRM integration solutions — RESTful/SOAP APIs, middleware connectors, event-driven pipelines, and batch data exchange workflows — connecting Veeva CRM with MDM, ERP, AI/ML services, Veeva Vault, and Salesforce.
- Drive CI/CD adoption and DevOps best practices — automated deployment pipelines, environment promotion workflows, code reviews, Git-based version control, coding standards enforcement, and GxP/GCP-compliant release automation.
- Lead innovation forums, hackathons, and technology showcases — fostering a culture of curiosity, experimentation, and breakthrough thinking across onshore, nearshore, and offshore engineering communities.
- Set the technical vision and engineering roadmap for the CRM Administration & Development stream — aligning platform capabilities, custom development priorities, and AI/automation investments with BMS's commercial IT strategy.
- Prototype and demonstrate new CRM and AI capabilities — building proof-of-concept solutions to validate feasibility, de-risk delivery, and support executive roadmap planning and investment decisions.
- Drive portfolio-level technical risk management — identifying systemic risks, architectural vulnerabilities, and compliance gaps, and driving structured remediation programs across the CRM platform estate.
- Lead, develop, and inspire a globally distributed team of CRM developers, administrators, UIX engineers, and AI specialists — setting technical direction, building AI and CRM competency, and fostering a high-performance, innovation-led culture across onshore, nearshore, and offshore locations.
- Manage vendor & partner relationships — influencing product roadmaps, driving SLA accountability, resolving escalations, and identifying strategic partnership opportunities.
- Partner with Product Owners, Commercial Business Teams, and cross-matrix IT teams (Data, AI/ML, Security, Infrastructure, Enterprise Architecture) to translate strategic business needs into scalable, AI-enabled CRM solutions with clear value outcomes.
- Drive global delivery governance — facilitating agile ceremonies, maintaining program-level transparency, and ensuring cross-geo delivery cadence, milestone predictability, and audit-ready delivery artifacts at all times.
- Communicate risks, issues, and delivery impacts to senior management with actionable strategies, contingency plans, and executive-ready status narratives.
Requirements
Required:
- Bachelor's degree in Computer Science, Information Technology, Software Engineering, or a related field.
- 9+ years of overall IT experience in CRM software development, platform administration, and enterprise solution delivery — with demonstrated experience in senior technical leadership roles.
- 5+ years of hands-on Veeva CRM experience — with deep expertise across platform administration, UIX/MyInsights/X-Pages development, custom development (Java SDK, scripting), security models, profiles, objects, controllers, workflows, SSO, permission sets, reports, dashboards, data loading, and integrations.
- 3+ years of hands-on custom development experience using Java, Java SDK (Veeva), JavaScript, or equivalent scripting languages within CRM or enterprise application environments.
- 1+ years of applied AI/ML, intelligent automation, or Generative AI experience — including designing, building, or operationalizing AI-enabled solutions within enterprise CRM or field technology environments.
- 4+ years of experience with SDLC methodologies (Agile and Waterfall), validated and regulated system delivery in the life sciences domain, 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 — including onshore, nearshore, and offshore delivery models.
- At least 2 active relevant technical certifications.
- Strong analytical, problem-solving, written, and verbal communication skills — with a proven ability of presenting to leadership and cross-functional technical audiences.
Additionally Preferred:
- Deep expertise in Life Science CRM capabilities - Account management, affiliations, MyInsights/X-Pages, product metrics, MCCP, sampling, Approved Email, Engage, territory management, media content, Call/eMIRF, suggestions, surveys, iRep configurations, Event Managements and integrations.
- Experience integrating CRM with AI/ML platforms and services — surfacing predictive model outputs, next-best-action, or intelligent insights within CRM UIX layers.
- Experience with CI/CD tooling (GitHub Actions, Azure DevOps, Jenkins) for automated CRM configuration deployment and SDK build pipelines.
- Familiarity with master data management (MDM) processes relevant to CRM data governance — HCP/HCO data, territory hierarchies, and product catalog management.
- Prior experience in life sciences, pharmaceutica