Senior Manager, CRM Engineering, Administration & Development - Field Enablement

At Bristol Myers Squibb, our employees often ask, “Who are you working for?”—a question that fuels collaboration, accountability, and urgency in our work. Our purpose-driven culture inspires us to discover, develop, and deliver innovative medicines to prevail over serious diseases. We offer uniquely interesting and meaningful work, opportunities for growth, and a supportive environment that values inclusion, wellbeing, flexibility, and comprehensive benefits. This is work that transforms the lives of patients, and the careers of those who do it. Position Responsibilities Define and lead the AI-powered Engineering & Development across the CRM capabilities — identifying and delivering AI-enabled solutions that create measurable business value, reduce manual effort, and elevate the intelligence of commercial field tools - embedded within Veeva CRM UIX layers. Champion an AI-first engineering mindset  — embedding AI coding assistants, LLM-augmented development workflows, and automated testing into day-to-day engineering practice to accelerate delivery and raise code quality. Drive platform simplification and intelligent automation programs  — rationalizing legacy configurations, eliminating high-effort manual workflows through AI-driven orchestration, and replacing complexity with elegant, automated, and scalable solutions. Lead agentic AI experiments and enterprise pilots  — designing AI agents that autonomously manage CRM workflows, enrich data, route actions, and surface intelligent field recommendations via CRM APIs and third-party data sources. Establish AI governance and responsible AI frameworks  within CRM engineering — ensuring all AI solutions comply with BMS AI policies, data privacy regulations, explainability standards, and validated systems requirements. Lead the end-to-end UIX strategy  for Veeva CRM field-facing interfaces — including rep/manager screens, MyInsights/X-Pages, and embedded dashboards — and lead their architecture and development using HTML5, CSS3, JavaScript (ES6+), Veeva JavaScript SDK, and Java SDK. Define and enforce UIX design standards, component libraries, and reusable UI patterns  across the global CRM engineering team to ensure consistency, accessibility, and scalability. Lead all aspects of Veeva CRM platform administration  — user/territory management, security models, profiles, permission sets, role hierarchies, object configurations, workflow rules, approval processes, automation triggers, SSO, reporting/dashboard infrastructure, and data loading operations. Govern CRM environment strategy  — sandbox, UAT, staging, and production — with disciplined promotion workflows, configuration trackers, and change management controls aligned to validated systems standards. Lead custom development initiatives  using Java SDK, scripting languages (Groovy, JavaScript, Shell), and Veeva-native frameworks — delivering controllers, SDK-based logic layers, event handlers, background services, integration connectors, and a governed reusable code library. Design and implement CRM integration solutions  — RESTful/SOAP APIs, middleware connectors, event-driven pipelines, and batch data exchange workflows — connecting Veeva CRM with MDM, ERP, AI/ML services, Veeva Vault, and Salesforce. Drive CI/CD adoption and DevOps best practices  — automated deployment pipelines, environment promotion workflows, code reviews, Git-based version control, coding standards enforcement, and GxP/GCP-compliant release automation. Lead innovation forums, hackathons, and technology showcases  — fostering a culture of curiosity, experimentation, and breakthrough thinking across onshore, nearshore, and offshore engineering communities. Set the technical vision and engineering roadmap  for the CRM Administration & Development stream — aligning platform capabilities, custom development priorities, and AI/automation investments with BMS's commercial IT strategy. Prototype and demonstrate new CRM and AI capabilities  — building proof-of-concept solutions to validate feasibility, de-risk delivery, and support executive roadmap planning and investment decisions. Drive portfolio-level technical risk management  — identifying systemic risks, architectural vulnerabilities, and compliance gaps, and driving structured remediation programs across the CRM platform estate. Lead, develop, and inspire a globally distributed team  of CRM developers, administrators, UIX engineers, and AI specialists — setting technical direction, building AI and CRM competency, and fostering a high-performance, innovation-led culture across onshore, nearshore, and offshore locations. Manage vendor & partner relationships  — influencing product roadmaps, driving SLA accountability, resolving escalations, and identifying strategic partnership opportunities. Partner with Product Owners, Commercial Business Teams , and cross-matrix IT teams (Data, AI/ML, Security, Infrastructure, Enterprise Architecture) to translate strategic business needs into scalable, AI-enabled CRM solutions with clear value outcomes. Drive global delivery governance  — facilitating agile ceremonies, maintaining program-level transparency, and ensuring cross-geo delivery cadence, milestone predictability, and audit-ready delivery artifacts at all times. Communicate risks, issues, and delivery impacts  to senior management with actionable strategies, contingency plans, and executive-ready status narratives. Requirements Required: Bachelor's degree  in Computer Science, Information Technology, Software Engineering, or a related field. 9+ years  of overall IT experience in CRM software development, platform administration, and enterprise solution delivery — with demonstrated experience in  senior technical leadership roles . 5+ years of hands-on Veeva CRM experience  — with deep expertise across platform administration, UIX/MyInsights/X-Pages development, custom development (Java SDK, scripting), security models, profiles, objects, controllers, workflows, SSO, permission sets, reports, dashboards, data loading, and integrations. 3+ years of hands-on custom development experience  using  Java, Java SDK (Veeva), JavaScript, or equivalent scripting languages  within CRM or enterprise application environments. 1+ years of applied AI/ML, intelligent automation, or Generative AI experience  — including designing, building, or operationalizing AI-enabled solutions within enterprise CRM or field technology environments. 4+ years of experience with SDLC methodologies  (Agile and Waterfall), validated and regulated system delivery in the life sciences domain, and cloud-native application development. Demonstrated experience  designing and implementing CRM integrations  using REST/SOAP APIs, middleware, or event-driven architectures. Demonstrated experience  leading globally distributed engineering teams  — including onshore, nearshore, and offshore delivery models. At least  2 active relevant technical certifications . Strong analytical, problem-solving, written, and verbal communication skills — with a proven ability of presenting to leadership and cross-functional technical audiences. Additionally Preferred: Deep expertise in Life Science CRM capabilities - Account management, affiliations, MyInsights/X-Pages, product metrics, MCCP, sampling, Approved Email, Engage, territory management, media content, Call/eMIRF, suggestions, surveys, iRep configurations, Event Managements and integrations. Experience integrating CRM with  AI/ML platforms and services  — surfacing predictive model outputs, next-best-action, or intelligent insights within CRM UIX layers. Experience with  CI/CD tooling  (GitHub Actions, Azure DevOps, Jenkins) for automated CRM configuration deployment and SDK build pipelines. Familiarity with  master data management (MDM)  processes relevant to CRM data governance — HCP/HCO data, territory hierarchies, and product catalog management. Prior experience in  life sciences, pharmace