Job Summary:
This role is responsible for establishing operational controls, monitoring processes, and a support model for the long-term sustainability of WME data operations. 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 operational leadership to define how platform health, data quality, support requests, and change requests are monitored and managed, creating the foundation for transition to the CRM & Portal Data Lead for long-term ownership. This is a hands-on role requiring direct Salesforce experience, preferably supported by Salesforce Administrator and Platform Developer certifications, with the ability to personally troubleshoot and query Salesforce Life Sciences Cloud.

Key Responsibilities:
• 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 issue-management workflows covering intake, triage, prioritization, escalation, and resolution tracking for post-deployment data and platform issues.
• Establish the support request model, including intake channels, routing and assignment rules, ownership, and SLA tracking within Salesforce.
• Establish a change-request management process covering intake, impact assessment, approvals, and coordination of deployment and 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 and requests.
• Document processes, SOPs, and runbooks to support a smooth and 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, including issue resolution time, SLA adherence, and data quality metrics, to leadership throughout the engagement.

Required Qualifications:
• 5+ years of experience in data operations, operational support model design, or platform operations roles, ideally in a post-deployment or stabilization context.
• Demonstrated experience designing and implementing monitoring, issue-management, and change-management frameworks for enterprise platforms.
• Hands-on Salesforce configuration experience including data models, objects/fields, reports/dashboards, workflow/validation rules, and flows.
• Experience with CRM and portal systems, with 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 programs.
• Strong understanding of data governance, data quality frameworks, and platform support/operations best practices.
• Experience defining and tracking operational KPIs and building monitoring and 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.
• Experience working with patient data, including understanding of patient programs, cases, consents, and data sensitivity within regulated environments.
• Demonstrated experience in business architecture, data migration, and data transformation initiatives involving Salesforce platforms.
• Working knowledge of Salesforce Life Sciences Cloud data models, including patient, HCP, affiliation, consent, engagement, and program-related constructs.
• Understanding of data governance, data quality frameworks, and stewardship practices as applied to regulated life sciences and patient data platforms.
• Familiarity with compliance considerations such as HIPAA, privacy, and auditability as they relate to Salesforce Life Sciences Cloud and patient data lifecycle management.
• Ability to translate complex Life Sciences Cloud concepts, including data model changes, configuration impacts, and migration constraints, into clear, actionable business guidance.
• Strong analytical, documentation, and problem-solving skills, with the ability to assess impacts of platform changes on upstream and downstream systems.
• Excellent communication and stakeholder management skills, with experience working across IT, vendors, compliance, data governance, and business users.
• Bachelor's degree in Business, Information Systems, Data Management, or a related field.

Preferred Qualifications:
• Familiarity with ITIL/ITSM concepts, including incident, problem, and change management, applied to data and CRM platform operations.
• Salesforce Administrator and Platform Developer certifications.
• Health Cloud Consultant or Data Cloud certification.
• Experience with data quality and ETL tools such as Informatica, Talend, or MuleSoft.
• Familiarity with pharma compliance and privacy regulations, including HIPAA, GDPR, and 21 CFR Part 11.
• Experience working with cross-functional pharma teams, including Patient Services, Market Access, Commercial, or Medical Affairs.