Senior Manager – CRM, Field Experience Engineering Lead

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. Position Summary We are looking for a senior technology leader to head Field Experience Engineering for the Global Sales Systems & Capabilities team within CBIT (Commercial Business Insights & Technology) in Hyderabad. Anchored on Veeva Vault CRM, this role leads the Field Enablement team and owns the technology experience of BMS field teams worldwide: the CRM platform and its adjacent field capabilities, the user experience layered on top of them, and the quality, speed and reliability with which new capability reaches the field across global markets. This is a techno-functional, people-leadership role. You will lead a multidisciplinary Field Enablement team of CRM engineers and UI/UX engineers; and partner with Field Integrations and Test Management leads, Global Veeva IT Architecture, Enterprise Architecture, IT Business Partners and commercial stakeholders to shape the field roadmap, not only execute it. A core part of the mandate is establishing new ways of working for the Field Enablement team, so that it operates as a product-minded, outcome-focused engineering group that enables field capability rather than a ticket-driven CRM support function. Technology Environment Field platforms: Veeva Vault CRM (or Veeva CRM), Veeva Align, Veeva Network / OpenData, Veeva Vault content, Meetings & Events and digital engagement tooling. Integration & data: Enterprise integration and cloud data platforms (AWS, Databricks and similar) at a working, architecture-level understanding; you will partner with, not run, the integration and data engineering towers. AI, UX & emerging: GenAI assistants and agentic workflows, CRM Suggestions / Next Best Action, embedded analytics; modern UI/UX practice; CI/CD, test automation and release tooling. Key Responsibilities Field Experience & Platform Ownership Own the field experience on Veeva Vault CRM and adjacent capabilities (Align, Network, Events etc.), so the field sees one coherent, reliable and intuitive toolset. Define and execute the Field Enablement roadmap on Vault CRM: govern configuration and customisation standards, prioritise capability releases with the business, and drive adoption and stabilisation across global markets. Act as the techno-functional authority for field capability, translating commercial and field-sales needs into scalable, compliant solution designs. New Ways of Working & Emerging Capability Set up the Field Enablement team for success: product-oriented intake and prioritisation, clear ownership, reusable components, design-led delivery and measurable field outcomes. Build UI/UX as a first-class capability within the team, ensuring field-facing solutions are designed around the field user, not around the system. Stay hands-on enough to review designs and configuration, prototype new capabilities for stakeholders, and make the technical call when the team needs one. AI-Powered Engineering & Development 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/Vault 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. Take field-facing AI (GenAI assistants, agentic workflows, Next Best Action, embedded insights) from prototype to validated production Delivery, Quality & Operational Excellence Run Field Enablement delivery end to end (intake, estimation, sprint planning, release, production support) across run-state and change-state, against programme milestones and service levels. Partner closely with the Field Integrations and Test Management leads so integrations, testing and CRM change land together, with mature CI/CD, automation and predictable releases. Ensure every deliverable meets SDLC, computer system validation (ITQM), change control and data privacy requirements for regulated systems. 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 Programming languages (e.g., Java), scripting languages (JavaScript, Shell, Vue), and Veeva-native frameworks — delivering controllers, SDK-based logic layers, event handlers, background services, integration connectors, and a governed reusable code library. People & Stakeholder Leadership Lead and grow the Field Enablement team in Hyderabad: hiring, coaching, performance, career development and succession depth. Serve as a trusted technology counterpart to global commercial and sales stakeholders, influencing through clear communication, data and outcomes rather than hierarchy. Govern vendors and service providers to agreed SLAs and delivery standards, and support sourcing decisions, including internalisation where it builds resilience. Qualifications & Experience Required Bachelor’s degree in Computer Science, Engineering or a related field. 10+ years in enterprise technology delivery, including 8+ years of hands-on, end-to-end implementation experience with Veeva CRM and/or Salesforce-based CRM (data model, configuration, customisation, security, integrations) and 4+ years leading engineering teams. Working knowledge of Veeva Vault CRM and the Vault platform, and of core life-sciences field capabilities: account and territory management, call recording, sampling, Approved Email / Engage, MCCP, Suggestions and alignment. Solid understanding of how CRM fits into the wider field ecosystem: integration patterns, master data, cloud data platforms and downstream analytics, without needing to be the hands-on data engineer. Demonstrated experience delivering AI/GenAI-enabled features into a business application, and hands-on use of AI coding assistants and LLM-augmented workflows in your own or your team’s engineering practice. Delivery experience in validated, regulated environments using Agile SDLC, CI/CD and Jira-based ways of working. Proven ability to lead delivery in a global, matrixed organisation and to communicate from engineer-level depth to executive summary. Preferred Veeva Vault CRM / Veeva CRM certification; Salesforce, AWS or Databricks certifications. Exposure to Meetings & Events technology, sales alignment operations, field readiness or sales effectiveness. Experience leading an operating-model or ways-of-working transformation for a delivery team, ideally within a global capability centre. How Success Is Measured A stable, well-adopted Vault CRM and field toolset with rising field satisfaction. A Field Enablement team operating in the new ways of working, with faster, more predictable delivery and reduced complexity. AI and UX-led capabilities moving from pilot into validated, measurable field impact. A strong leadership bench and clear ownership of field capability across global markets. We hire for skills and capabilities, not just credentials – if this role excites you, but doesn’t perfectly match your resume, we encourage you to apply anyway. How We Work Where you work matters – because collaboration, innovation and patient impact happen in many settings. Our roles are structured across four work