Senior Manager, CRM Engineering & Administration

Job description

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. Summary: This position is a Senior Manager role leading the Administration & Development stream within BMS's CRM Engineering – Field Enablement organization. Primary Technical Lead driving end-to-end design, administration, customization, and AI-powered development across the Veeva / Vault CRM ecosystem — with deep specialization in User Experience Layer Design, platform administration, and custom development using MyInsights/X-Pages, Java SDK, scripting languages, and CRM-native development frameworks. This role also needs to excel defining the long-term CRM engineering vision and championing an AI-first, intelligent automation-led, and value-driven engineering culture that drives continuous innovation, simplification to transform commercial field operations, unlock measurable business value and accelerated business outcomes. The role is US-based with extensive regular collaboration across global leads, developers, cross-matrix teams, business stakeholders, vendors, and product owners. Key Responsibilities: Define and lead the AI-powered Engineering & Development across the CRM & EM 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 & EM 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. Collaborate to design & 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 & EM Administration and Development stream — aligning platform capabilities, custom development priorities, and AI/automation investments with BMS's commercial IT strategy. Prototype and demonstrate new CRM, EM 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. Experience: 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, w