Position Summary
The Senior Manager, Product Management – Customer Planning & AI Enablement is responsible for the technology strategy, roadmap, delivery, lifecycle management, and operational excellence of GSK’s Enterprise Account Management and customer planning capabilities, while leading US enablement of enterprise and global AI capabilities for the field organization.
This role serves as the Technology Product Manager for two complementary domains. First, it owns the technology products that provide complete, governed customer and account context for field planning, including Enterprise Account Management, customer and product master data, account hierarchies, HCP affiliations, Data Change Requests, Veeva Link Key Accounts, and Strategic Account Planning / OnePlan. Second, it evaluates, enables, and operationalizes AI capabilities that have been developed or purchased at the enterprise or global level—including Vault CRM AI, Conversational Intelligence, HCP Avatar, Dynamic Coaching, and related capabilities—for appropriate use within the US Commercial field organization.
A critical part of the role is navigating the organizational, technology, risk, and change-management requirements needed to bring enterprise AI capabilities into production. The Senior Manager will operate independently across Legal, Compliance, Privacy, Commercial Operations, Medical, Information Security, Responsible AI, Technology, and business leadership to help stakeholders understand what AI capabilities can do, their limitations, how they compare with other AI capabilities across GSK, and how they can be deployed responsibly within field workflows.
The role will partner closely with the Field Intelligence Product Manager so that insights and outputs generated by enterprise/global AI capabilities can be integrated into the unified Field Intelligence platform, while this role retains accountability for enablement, governance, deployment, and adoption of the source AI capabilities within the US field environment.
Responsibilities
This role will provide YOU the opportunity to lead key activities to progress YOUR career. These responsibilities include some of the following:
Technology Product Strategy & Roadmap
- Own the technology vision, product strategy, roadmap, and lifecycle for Enterprise Account Management, customer planning, and US enablement of enterprise/global AI capabilities.
- Define and execute multi-year roadmaps aligned with Commercial priorities, enterprise architecture standards, global technology direction, and the broader Field Technology strategy.
- Identify opportunities to improve customer planning and field effectiveness through better customer data, account planning, AI-enabled workflows, coaching, and automation.
- Assess new enterprise/global AI capabilities for US applicability, readiness, business value, risk, integration needs, and fit with existing Field Technology products.
- Balance capability enablement and new feature delivery with platform stability, data integrity, regulatory requirements, technical sustainability, and total cost of ownership.
Enterprise AI Capability Enablement
- Lead assessment, US enablement, deployment, adoption, and lifecycle management of AI capabilities developed or purchased by enterprise/global teams.
- Current and emerging capabilities may include Vault CRM AI capabilities such as Voice Agent, Free Text Agent, and Media Agent; Conversational Intelligence for in-call, post-call, and in-event use cases; Marketing and Brand Insights derived from HCP-representative interactions; HCP Avatar; Dynamic Coaching; and future enterprise/global AI capabilities.
- Understand the technology architecture, data requirements, intended use, limitations, risks, dependencies, and operating model of each capability sufficiently to determine how it can be responsibly enabled for US field users.
- Partner with global product teams and vendors to understand product roadmaps, influence capability evolution, and translate global products into US implementation plans.
- Define the US technology integration, configuration, deployment, support, monitoring, and adoption requirements for enabled AI capabilities.
- Partner with the Field Intelligence Product Manager to establish interfaces and data flows that allow relevant AI-generated outputs to feed the unified Field Intelligence platform and field-user experience.
AI Stakeholder Education, Risk & Governance
- Operate as a self-starter who can independently lead complex AI enablement initiatives and navigate stakeholders across the organization.
- Educate stakeholders on AI capabilities, practical use cases, strengths, limitations, risks, dependencies, and how individual capabilities compare with other AI products and investments across GSK.
- Lead engagement with Legal, Compliance, Privacy, Medical, Responsible AI, Information Security, Commercial Operations, and other governance stakeholders to secure alignment and approvals for appropriate AI use cases.
- Build confidence among stakeholders who may be skeptical of AI use cases through clear documentation, transparent solution design, controlled pilots, risk assessments, demonstrations, and measurable outcomes.
- Ensure enabled AI capabilities comply with applicable internal technology, data, privacy, security, promotional, regulatory, and responsible AI standards.
- Clarify decision rights, accountability, human oversight, monitoring, and escalation processes for AI capabilities operating within field workflows.
- Communicate complex AI concepts in clear, practical language to technical and non-technical audiences and present solutions, risks, recommendations, and implementation approaches to senior leaders.
Enterprise Account Management & Customer Data Product Management
- Own the technology strategy, roadmap, architecture, delivery, and lifecycle management for Enterprise Account Management capabilities including:
- Account and HCP Master Data
- Account Hierarchies and HCP Affiliations
- Product Master
- Master Data Management integrations
- Data Change Requests
- Veeva Link Key Accounts
- End-to-end EAM data flows
- Define the target-state technology architecture for managing healthcare professional, account, hierarchy, affiliation, product, and key-account information across the Field Technology ecosystem.
- Ensure Enterprise Account Management capabilities provide accurate, timely, governed, and accessible customer and account information to CRM, planning, analytics, Field Intelligence, AI, and other downstream commercial technologies.
- Partner with Master Data Management, Data Architecture, Integration Engineering, CRM Engineering, and enterprise data teams to establish scalable and reusable data and integration patterns.
- Drive data-quality improvements, automation, integration simplification, and reduction of manual operational processes.
- Define product health metrics covering data quality, processing timeliness, integration reliability, DCR turnaround, platform availability, user adoption, and support performance.
Strategic Account Planning
- Own the technology product strategy and roadmap for Strategic Account Planning / OnePlan and related customer planning capabilities.
- Partner with Commercial stakeholders and CRM teams to deliver planning experiences that leverage governed customer, account, hierarchy, affiliation, interaction, and intelligence data.
- Maximize use of enterprise and platform-native capabilities while minimizing unnecessary customization and ensuring solutions remain maintainable and scalable.
- Ensure account planning capabilities integrate effectively with Vault CRM, EAM, Veeva Link Key Accounts, Field Intelligence, and other relevant commercial technologies.
Commercial Enablement & Emerging Capabilities
- Provide technology product leadership for selected commercial enablement platforms, portfolio initiatives, and emerging commercial capabilities assigned to the role.
- Rapidly assess new business needs and determine whether they should be addressed through existing enterprise platforms, configuration, integration, new technology, or partnership with another Field Technology product.
- Ensure emerging solutions align with enterprise architecture, security, data, integration, support, and lifecycle-management standards.
- Prevent proliferation of isolated tools by identifying opportunities to reuse or extend existing enterprise and Field Technology capabilities.
Data Architecture, Integration & Cross-Product Collaboration
- Own the technology strategy for end-to-end data flows supporting Enterprise Account Management, customer planning, and enabled enterprise/global AI capabilities within the US Field Technology ecosystem.
- Define data contracts, integration requirements, lineage, monitoring, reconciliation, service levels, and ownership boundaries across connected platforms.
- Partner with Field Intelligence to ensure customer/account context and AI-generated outputs are available in the forms required by the Field Intelligence platform.
- Partner with Core CRM to ensure EAM, planning, and AI capabilities integrate cleanly with Vault CRM and follow common CRM integration and release standards.
- Drive standardization and reuse of APIs, event-based integrations, master data services, identity patterns, and enterprise data products.
Business Partnership, Adoption & Technology Leadership
- Build strong partnerships with Sales, Marketing, Medical, Commercial Operations, Insights & Analytics, Data Management, Digital, Data & Technology, and global product organizations.
- Operate independently to identify opportunities, shape implementation strategies, lead cross-functional initiatives, and influence decisions across the organization.
- Translate business priorities into scalable technology capabilities, integration approaches, deployment roadmaps, and product investments.
- Lead product discovery, pilots, demonstrations, stakeholder reviews, and implementation planning for customer planning and AI enablement initiatives.
- Partner with Training, Change Management, Communications, and business leaders to drive successful adoption and organizational readiness.
- Monitor adoption, utilization, user trust, product performance, support trends, and business outcomes to continuously improve enabled capabilities.
Vendor, Delivery & Operational Management
- Manage relationships with Veeva, enterprise/global product teams, AI technology providers, master data providers, implementation partners, and internal delivery teams.
- Lead product releases, platform upgrades, pilots, testing strategies, deployments, production readiness, and transition to operational support.
- Manage Agile product backlogs and prioritize investments based on business value, regulatory risk, product strategy, platform health, and operational needs.
- Ensure delivery quality through effective architecture review, testing, release governance, monitoring, and cross-functional collaboration.
- Manage vendor performance, service levels, financial commitments, technology roadmaps, and value realization.
Why You?
Basic Qualification
We are seeking professionals with the following required skills and qualifications to help us achieve our goals
- Bachelor’s degree in Business, Organizational Change, Communications, Information Systems, Computer Science, Engineering, or a related discipline.
- 8+ years of experience in Technology Product Management, Commercial Technology, CRM, Master Data Management, AI-enabled products, Enterprise Appl
