Title : Senior Business Product Manager, Healthcare Professional (Patient) Customer Relationship Management
Location : South SanFrancisco, CA Full on-site
Note :
Interview Format: Two Rounds
1 - 45 minutes (Hiring Manager) - Virtual
2 - 30 minutes (Leadership) - Virtual
Job Description :
Digital Experience is shaping the future of how Genentech connects with our patients and customers by harnessing the power of digital innovation and human-centered design. As healthcare evolves, we are bold in our approach – leveraging cutting edge AI, advanced digital engagement, end-to-end content management, and omnichannel technologies and operations to create seamless, personalized, and meaningful experiences for our patients and customers. This is your opportunity to lead transformative change, integrating advanced technology with strategic vision to drive impact at scale. If you are passionate about redefining the healthcare experiences and building something extraordinary, we want you on this journey. Let’s redefine what’s possible together!
This combined team, in collaboration with key partners, builds solutions to serve Marketing, Customer Engagement, Medical Affairs, Public Affairs & Access (“CMG”), and other patient- and customer-facing teams across CMG to shape and drive a seamless, consistent, meaningful, and compliant experience for patients and customers across our interactions. The team is specifically accountable for:
Defining omnichannel solutions, shaping engagement strategies, designing, operationalizing, and producing seamless, consistent & meaningful patient and customer experiences.
Accelerating, connecting, and enabling the development of digital solutions that enhance the patient and customer experience across CMG.
Advancing the mission of seamless, consistent & meaningful patient and customer experiences that maximize patient impact while keeping compliance at the forefront.
Job Summary :
The Senior Business Product Manager, Healthcare Professional (Patient) Customer Relationship Management (CRM) drives the development, adoption, and continuous improvement of the Patient CRM Product, as well as core integrated capabilities such as e-detailing, customer insights modules, messaging etc. Partnering with the Business Product Owner, Executive Director - CRM
Suite Leader, and Technical Product Manager, this role defines product roadmaps, gathers user insights, and drives feature rollouts.
This role is closely integrated with commercial, medical, and other cross-functional teams that leverage CRM to support both digital and in-person customer engagement. Through these deep, wide-ranging connections, the individual in this role will develop a strong understanding of how CRM strategies and capabilities shape customer experiences with Genentech, contribute to business outcomes, and empower CRM end-users to deliver meaningful impact.
Key Responsibilities :
Partner with the Business Product Owner and/or Executive Director - CRM Suite Leader to support the creation of digital-forward healthcare provider customer relationship (Patient CRM) product roadmaps, including experience, features, timelines, and dependencies.
Partner with Technical Product Manager to drive the development and improvement of Patient CRM product or specific product features, ensuring alignment with the overall Patient CRM product vision.
Help evangelize the role of product(s) in achieving enterprise objectives, communicating their value proposition and roadmap(s) to senior leaders and organization-wide stakeholders.
Act as point of contact for business feedback, recommendations, & user requests for enhancements to the Patient CRM product.
Collaborate with the Technical Product Manager to align business outcomes with technical feasibility, ensuring the Patient CRM product delivers both business value and technical performance.
Oversee business process & user insights collection through User Acceptance Testing (UAT) to ensure the successful implementation of new features and capabilities.
Support the rollout of new features across new and existing users.
Collaborate with Business Product Owner / Executive Director - CRM Suite Leader to establish business standards & templates and ensure pull-through.
Drive definition of business requirements for Patient CRM product capabilities and features and non-functional performance requirements, leveraging GNE and industry
Drive experimentation to enhance Patient CRM product offerings, in line with the overall business learning agenda.
Coordinate with business stakeholders, IT, and cross-functional enterprise product team partners to align on the product roadmap, fostering cohesive collaboration and unified efforts toward shared goals.
Qualifications :
Minimum Candidate Qualifications & Experience
Collaborate with cross-functional teams and IT partners to ensure successful Patient CRM product integration and execution.
Closely partner with Customer Experience professionals to ensure Patient CRM product experience meets the expectations of its end-user product community.
Understand customer engagement trends and technologies in the pharmaceutical industry. Track market shift and emerging technologies to inform CRM strategy and roadmap development.
Comply with all laws, regulations and policies that govern the conduct of Genentech activities.
Ensure Patient CRM product features align with compliance, privacy, and regulatory standards while supporting effective field force engagement.
Collaborate with FieldSales, Medical, and Marketing teams to define and prioritize functionality that supports timely and personalized Patient interactions.
Bachelor’s degree in business, technology, operations, science, marketing, or a related field.
7 years of experience, with 5 years in product management, digital product operations, or equivalent experience.
Experience with sole ownership of tactics or product components, demonstrating the ability to articulate business problems, identify solutions, and drive execution from strategy through implementation.
Demonstrated ability to develop and execute product roadmaps, including feature planning, timelines, and dependencies.
Experience with User Acceptance Testing (UAT) and rolling out new features across a variety of user bases.
Proven success in aligning stakeholders and collaborating with cross-functional teams to deliver seamless product integration.
Strong analytical and problem-solving skills, with experience driving experimentation and optimization.
Exceptional communication and presentation skills, with the ability to evangelize product vision and value across all levels of an organization.
Proven ability to adapt and navigate ambiguous or evolving environments.
Must Have (Technical/Non-Technical Skills)
Salesforce Lifesciences or Healthcloud implementation experience (Experience in leading or managing enterprise CRM platforms (e.g., Veeva, Salesforce) within life sciences or healthcare industries.
Patient Access and Support Services experience in a Pharma industry
Product Management experience
Strong understanding of customer engagement strategies and omnichannel orchestration tailored to Patients.
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