WME Data Operations LeadFunction

Job Title ;

WME Data Operations Lead Function Operational Controls, Monitoring & Support Model Design Industry Focus Pharma
- Patient Engagement Services (WME) Key Platform

Salesforce (Health Cloud / Service Cloud), CRM & Portal Systems

Titusville, New Jersey - 3 Days Onsite Required

Associate Director

Establish operational controls, monitoring processes, and a support model for the long-term sustainability of WME data operations.

This role is critical to designing and implementing the operational controls, monitoring processes, reporting, and issue-management framework required to effectively manage WME data operations following deployment. The WME Data Operations Lead serves as the bridge between business and technical teams, establishing clear processes for identifying, prioritizing, and resolving operational data issues.

The role provides immediate operational leadership to define how platform health, data quality, support requests, and change requests are monitored and managed - creating the foundation that will transition to the CRM & Portal Data Lead for long-term ownership. This is a hands-on role: the ideal candidate has direct Salesforce experience - preferably backed by Salesforce Administrator and Platform Developer certifications - and is comfortable personally troubleshooting and querying Salesforce Life Sciences Cloud, not just designing processes on paper.

• Design and implement the operational controls, monitoring processes, reporting, and issue-management framework required to manage WME data operations following deployment.
• Serve as the bridge between business and technical teams, establishing clear, repeatable processes for identifying, prioritizing, and resolving operational data issues.
• Configure monitoring dashboards, reports, and alerts directly within Salesforce and connected CRM/Portal systems to track platform health, data quality, support requests, and change requests.
• Build out issue-management workflows - intake, triage, prioritization, escalation, and resolution tracking - for post-deployment data and platform issues.
• Set up the support request model, including intake channels, routing/assignment rules, ownership, and SLA tracking within Salesforce.
• Stand up a change-request management process covering intake, impact assessment, approvals, and coordination of deployment/release activities.
• Build monitoring dashboards, alerts, and operational reports (using Salesforce reports/dashboards and SQL/BI tools) to provide visibility into platform health, data quality, and open issues/requests.
• Document processes, SOPs, and runbooks to support a smooth, well-governed transition of ongoing operations.
• Create the foundation and handover/transition plan to shift long-term ownership of data operations to the CRM & Portal Data Lead.
• Work closely with Salesforce/CRM technical teams - including direct configuration and troubleshooting where needed - while partnering with business, compliance, and data governance functions to align on operational standards and controls.
• Track and report on operational KPIs - issue resolution time, SLA adherence, data quality metrics - to leadership throughout the engagement.

• 5+ years of experience in data operations, operational support model design, or platform operations roles, ideally in a post-deployment / stabilization context.
• Demonstrated experience designing and implementing monitoring, issue-management, and change-management frameworks for enterprise platforms.
• Hands-on Salesforce configuration experience - data model, objects/fields, reports/dashboards, workflow/validation rules, flows - with CRM and portal system experience a strong plus (Salesforce Health Cloud preferred).
• Ability to troubleshoot issues and write/run SOQL/SOSL queries directly against Salesforce Life Sciences Cloud to investigate data and platform problems.
• Prior experience in the Pharma / Life Sciences sector, specifically within Patient Engagement Services, Patient Support Programs, or similar WME-type programs.
• Strong understanding of data governance, data quality frameworks, and platform support/operations best practices.
• Experience defining and tracking operational KPIs and building monitoring/alerting mechanisms for platform health and data quality.
• Proven ability to act as a bridge between business and technical teams, translating operational needs into clear processes and controls.
• Experience building transition and knowledge-handover plans for shifting operational ownership to a permanent team or role.
• Excellent analytical, documentation, and stakeholder communication skills.

• Familiarity with ITIL/ITSM concepts (incident, problem, and change management) applied to data/CRM platform operations.
• Salesforce Administrator and Platform Developer certifications strongly preferred;
  Health Cloud Consultant or Data Cloud certification a plus.
• Experience with data quality/ETL tools such as Informatica,…