The RoleAs a Senior Product Manager for Vault CRM Service Center, you will be the primary architect of the global service and contact center vision within our broader Vault CRM ecosystem. You will collaborate with the wider Vault CRM PM team to ensure the core platform (AI agents, Engagement Channels like telephony/CCaaS, Email, WhatsApp, SMS, and more) evolves to meet the unique, complex requirements of service and contact center users. You will act as the subject matter expert and advocate, driving a dedicated roadmap to develop a world class solution. In this role, you will have the opportunity to work with a team of life sciences industry and technology A-players, who, together, are bringing the next generation of commercial solutions to the life sciences industry.
What You'll Do - Contribute to the Service Center Roadmap: Own the strategy and delivery of functionality specific to service and contact center processes
- Collaborate Across Product Teams: Partner with the wider Vault CRM PM organization to incorporate service and contact center requirements into the core platform. You will ensure that core capabilities are optimized for service and contact center users.
- Industry Representation & Thought Leadership: Evangelize products and become the subject matter expert for internal audiences, external customers, and market facing communications
- Requirement Synthesis: Translate the nuances of the service and contact center processes into detailed functional and technical specifications.
- AI & Intelligent Orchestration: Partner with the AI PM team to build agents that help service and contact center reps utilize CRM efficiently and effectively.
- Full Lifecycle Management: Work with UX, engineering, QA, and services teams to guide features from initial concept and design to global release and customer adoption.
Requirements - 5+ years of product management experience in the Service/Contact Center or CCaaS software industry
- Experience in researching and understanding customer and market requirements to develop short and long term product roadmaps and plans
- Experience developing configurable enterprise SaaS solutions in an agile environment
- Experience writing detailed user stories and managing a feature backlog
- Track record of effectively collaborating with engineering/QA to define, design, and deliver product
- Ability to understand and communicate architectural requirements, preferences, and limitations
- Experience interacting with customers, development, and consulting teams, both local and remote.
- Ability to work independently in a fast-paced environment, with little direct supervision.
- Strong communication skills: written, verbal, and formal presentation
- A strong sense of professional ethics
Nice to Have - Experience with conversational AI, recommendation engines, or large language models (LLMs)
- Experience with configurable enterprise SaaS solutions.
- Prior exposure to the Veeva Vault Platform.
- Background in software development or computer science.
Interviewing with VeevaWe value your time and believe in a transparent hiring process. Here is the process you can expect.
- Follow the application process and submit your resume.
- Within 3 days, you will receive a link to a personality assessment administered by a third party.
- Once you complete the assessment, our team will review your full application package and follow up via email with our decision.
- If moving to the interview stage, the process is as follows:
- A conversation with the hiring manager
- A practical case exercise
- A final conversation with our group's Senior Leader.
- Once all interviews are complete, the manager will be in touch with a final decision.
Perks & Benefits - Medical, dental, vision, and basic life insurance
- Flexible PTO and company paid holidays
- Retirement programs
- 1% charitable giving program
Compensation - Base pay: $120,000 - $200,000
- The salary range listed here has been provided to comply with local regulations and represents a potential base salary range for this role. Please note that actual salaries may vary within the range above or below, depending on experience and location. We look at compensation for each individual and base our offer on your unique qualifications, experience, and expected contributions. This position may also be eligible for other types of compensation in addition to base salary, such as variable bonus and/or stock bonus.
#LI-MidSenior #LI-RemoteUSVeeva's headquarters is located in the San Francisco Bay Area with offices in more than 15 countries around the world.
Work Where It's Best for You Work Anywhere means you can work in an office or at home on any given day. It's about getting the work done in the way and place that works best for each person. This applies across all locations and departments.
Work Anywhere does not mean work at any time. We have predictable core hours where employees are generally available for meetings and collaboration. Employees are focused and available during core hours.
We invest in our offices to make them places where our employees like to go. If you work in the office three or more days a week, you will have a dedicated office workspace. Our offices function as hubs to draw people in, create social bonds, and where random connections and mixing of ideas happen. We're investing more in offices, culture, and offsite meetings, not less.
Product teams are organized in regional product hubs for optimal collaboration and live within a time zone of their hub. Our current product hubs are located in Pleasanton, Columbus, Boston, Kansas City, New York City, Raleigh, and Toronto. We create opportunities for teams to get together in person regularly.
Customer-facing roles, such as Sales and Professional Services, live near and/or travel to their customers.
When an employee moves within a country it does not cause a change in salary. Where you live impacts you and your family. Not knowing if your compensation will change if you move can cause stress and uncertainty for everyone. We wanted to eliminate that.
Work at Veeva. Work where it's best for you.
