Sr. AI Product Manager- CRM Portals and Apps

Position Summary You will lead how GSK uses AI and digital products to deliver measurable outcomes in Patient Services - improving patient and provider experience, speeding access to therapy, and reducing the effort of patient support operations across CRM, portals, and apps.

You will sit with Patient Services leaders, hub and field teams, and patients' and providers' journeys, understand how the work actually gets done, and decide where AI, agentic technology, and better digital design can make the biggest difference. Then you will own delivery end to end - discovery, build, evaluation, production deployment, and ongoing performance management.

This role sits at the intersection of product, engineering, and patient services operations. You will make your own feasibility and build-vs-buy calls, define what “good” looks like for non-deterministic AI systems, and move solutions from proof-of-concept into governed, monitored production use. Success is measured by adopted capabilities and quantified patient and operational impact.

We're looking for clear thinkers who combine patient services awareness with practical delivery skills - someone Patient Services leaders trust and technologist’s respect. This is a chance to shape where GSK invests in AI and digital across patient services, in support of our mission to unite science, technology, and talent to get ahead of disease together.

• Partner with Patient Services & Operations, Privacy, Compliance, Tech, and Data teams to turn pain points in patient journeys and hub operations into clear, specific problem statements.
• Identify where AI, agentic technology, and digital products can create the most value across CRM, portals, apps, enrollment, benefits investigation, case management, and patient and provider engagement - weighing impact, feasibility, and risk to prioritize investment.
• Build business cases with clear expected benefits, costs, and success measures; own the product strategy and roadmap, balancing quick wins with long-term capability, and assess build, buy, and partner options.
• Own delivery end to end - leading engineers, data scientists, UX/UI designers, and vendors through design, build, evaluation, and production deployment using Agile/Scrum, making key build and release decisions tied back to the business case.
• Partner with Data Engineering and data owners to secure the data foundation these products depend on - patient, case, consent, and CRM data quality, lineage, and master data alignment, plus API integrations and secure, standardized exchange of protected health information (PHI).
• Set the quality bar for products and AI solutions - validate through usability testing and evaluation before release, then own them after go-live: monitor product, model, prompt, and agent performance in production, manage versioning and change control, triage failure cases and drift, and run continuous improvement loops from user feedback and KPIs.
• Ensure responsible AI use and compliance, with human oversight, documentation, privacy, and governance built in from the start, aligned to GSK's security, quality, and AI governance standards and to HIPAA, GDPR, and other applicable regulations.
• Manage budgets, timelines, vendor performance, and delivery risk, flagging issues early.
• Prototype and validate solutions in the real world, then drive adoption — enablement, training, documentation, and SOP updates — and convert proven solutions into reusable patterns other Patient Services, Commercial, and D&T teams can adopt.

• Bachelor's degree in business, computer science, data science, public health, or life sciences.
• 5+ years of experience in life sciences, specialty pharmacy, hub services, telehealth, digital…