Senior Manager, IT - Patient CRM Lead

Job description

MISSION Mirum Pharmaceuticals is a biopharmaceutical company dedicated to transforming the treatment of rare diseases. We are passionate about advancing scientific discoveries to become important medicines for rare disease patients. We are collaborative, creative, and experienced professionals and we’re looking to augment our team with other individuals who embody our values: care, be real, get it done, and have fun, seriously. POSITION SUMMARY The Senior Manager, Commercial IT Patient CRM Lead will serve as the IT platform and technical lead for Mirum’s Salesforce Agentforce Life Sciences (formerly Life Sciences Cloud) platform supporting Patient Services. This role is accountable for maintaining a stable, secure, and scalable production environment while leading its continued evolution to support future Patient Services capabilities and business growth. The role requires a strong combination of Salesforce technical depth, solution architecture expertise, and hands-on experience with Life Sciences Cloud and/or Health Cloud in a Patient Services environment. The ideal candidate can move comfortably between strategic architecture, detailed technical design, production problem-solving, and cross-functional collaboration in a regulated life sciences environment. JOB FUNCTIONS/RESPONSIBILITIES Salesforce Platform Ownership & Architecture • Own Salesforce platform architecture, technical roadmap, solution design, and lifecycle management for Patient Services. • Establish scalable technical standards and design patterns to support current operations and future capabilities. • Provide deep technical leadership across Salesforce data models, configuration, automation, security, environments, and platform capabilities. • Make sound architectural decisions balancing native capabilities, configuration, customization, scalability, and maintainability. Patient Services & Platform Evolution • Partner with Patient Services and cross-functional IT teams to translate evolving business needs into scalable Salesforce solutions. • Apply deep Life Sciences Cloud/Agentforce Life Sciences and/or Health Cloud expertise to platform architecture and solution design. • Lead Salesforce architecture for significant platform enhancements and evolving digital capabilities, including patient and HCP engagement experiences. • Evaluate new capabilities and enhancements based on business value, architectural fit, dependencies, complexity, and risk. Production Operations & Team Leadership • Provide technical direction and oversight to onshore and offshore operations teams supporting the Salesforce production environment. • Guide incident resolution, root cause analysis, defect remediation, and technical debt management, engaging directly on complex issues as needed. • Own Salesforce backlog priorities, release strategy, and environment management while ensuring effective execution by operations and delivery teams. • Establish clear operational standards for support, monitoring, testing, change management, and releases. Cross-System & Technology Collaboration • Partner closely with integration, vendors and business teams on end-to-end solutions spanning Salesforce and connected Patient Services systems. • Bring strong technical understanding of Salesforce integrations with patient and HCP portals, contact center/IVR platforms, fax solutions, and other Patient Services technologies. • Understand end-to-end data flows and system dependencies to assess the broader impact of Salesforce platform changes. • Collaborate on architecture, testing, troubleshooting, and delivery while maintaining clear accountability for the Salesforce platform. Vendor & Delivery Management • Provide technical direction and oversight to Salesforce implementation and support partners. • Review and challenge vendor-proposed designs for solution quality, scalability, and maintainability. • Hold partners accountable for delivery quality, documentation, and knowledge transfer. • Build