Senior Manager, CRM Engineering, Administration & Development - Field Enablement

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.

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