Senior Manager, Medical Information Technology Operations Lead

* Lead the implementation, enhancement, and ongoing support of Medical Information systems that enable inquiry intake, triage, response development, fulfillment, and case closure across channels including call centers, digital, and field initiated requests.
* Own and maintain the product roadmap for assigned Medical Information platforms by leading internal demand intake, external benchmarking, and technical evaluations in partnership with the Executive Director of Medical Affairs Technology.
* Partner with Medical Information, Medical Affairs, Medical Excellence, Medical Governance, and call center stakeholders to gather, document, and translate business requirements into scalable system solutions and optimized process flows.
* Design and refine end to end Medical Information workflows including case routing, prioritization, SLA management, escalation paths, and audit readiness within compliant system configurations.
* Support system maturity by standardizing delivery templates, operating models, reporting frameworks, and governance processes across regions and affiliates based on business needs.
* Provide program and project leadership by managing scope, timelines, dependencies, testing, validation, communication, and risk for the assigned Medical Information technology portfolio.
* Lead complex system implementations and enhancements with broad scope and high impact, ensuring alignment to business objectives, regulatory expectations, and budget while providing regular status reporting to the Executive Director of Medical Affairs Technology.
* Serve as the subject matter expert for assigned Medical Information platforms, educating stakeholders on system capabilities and identifying opportunities to improve efficiency, quality, and insight generation.
* Balance platform considerations such as performance, scalability, data integrity, integration, and cost with business needs including speed to delivery, usability, and evolving functional requirements.
* Establish and maintain strong cross functional working relationships and communication models with Medical Information operations, affiliates, vendors, IT, and governance bodies.
* Contribute to and advise on global governance, standards, SOPs, and validation approaches for Medical Information systems and capabilities.
* Balance long term platform vision with near term delivery, making informed decisions on investment, enhancement, and sustainment to support Medical Information outcomes.
* BS or BA degree with 8 or more years of experience or MS or MA degree with 6 or more years of experience
* 3 to 5 years of experience in product management, CRM, Medical Information systems, analytics, or technology modernization, including requirements definition and execution
* Hands on experience implementing, administering, or enhancing Medical Information or inquiry management platforms such as Veeva Med Inquiry, Salesforce and have worked with ancillary platforms like Veeva Med Comms, or similar systems preferred
* Experience supporting or integrating Medical Information call center operations, including case workflows, SLAs, reporting, and vendor coordination
* Experience translating business needs into system requirements, user stories, and delivery plans across cross functional teams
* Experience implementing or upgrading enterprise platforms, including data integrations, reporting, and emerging capabilities such as AI enabled triage or analytics
* Global or in market Pharma or Biopharma experience preferred
* Demonstrated experience leading programs from concept through execution, validation, and sustainment
* Strong communication skills with the ability to explain complex systems and processes clearly to diverse audiences
* Demonstrated ability to drive change management and adoption for regulated systems
* Strong relationship building skills with senior leaders and cross functional partners
* Highly organized with strong attention to detail, accuracy, and clarity
* Uncompromising ethical standards and conduct
* Ability to motivate teams and foster collaboration across functions and geographies
* Create Inclusion - knowing the business value of diverse teams, modeling inclusion, and embedding the value of diversity in the way they manage their teams.
* Develop Talent - understand the skills, experience, aspirations and potential of their employees and coach them on current performance and future potential. They ensure employees are receiving the feedback and insight needed to grow, develop and realize their purpose.
* Empower Teams - connect the team to the organization by aligning goals, purpose, and organizational objectives, and holding them to account. They provide the support needed to remove barriers and connect their team to the broader ecosystem.
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