Senior Manager, IT - Field Engagement Platforms

Job description

**MISSION** Mirum Pharmaceuticals is a biopharmaceutical company dedicated to transforming the treatment of rare diseases. We are passionate about advancing scientific discoveries to become important medicines for rare disease patients. We are collaborative, creative, and experienced professionals and we’re looking to augment our team with other individuals who embody our values: care, be real, get it done, and have fun, seriously. **POSITION SUMMARY** The Sr. Manager, IT – Field Engagement Platforms is responsible for the strategy, product ownership, delivery, and operational support of Mirum's global technology capabilities used by field-based Commercial and Medical Affairs teams. The role has primary accountability for the Veeva CRM ecosystem and related field engagement capabilities, clearly differentiated from the Salesforce platform supporting Patient Services and omnichannel engagement. Reporting to the Sr. Director, IT – Commercial, Medical Affairs, Patient Services, this role partners with Sales, Commercial Operations, Medical Affairs, Compliance, Data & Analytics, and other IT teams to translate business needs into scalable, compliant, and user-centered solutions. The ideal candidate combines deep hands-on Veeva expertise with strong product management, business partnership, integration, and operational leadership skills. **JOB FUNCTIONS/RESPONSIBILITIES** **Field Engagement Platform Ownership & Strategy** - Serve as IT product owner and primary technology lead for the global Veeva CRM ecosystem supporting field-based Commercial and Medical Affairs teams. - Develop and maintain the platform strategy, multiyear roadmap, enhancement backlog, release plan, and lifecycle plan in alignment with the Commercial & Medical Affairs IT roadmap. - Evaluate Veeva and third-party capabilities and recommend solutions based on business value, user experience, integration, scalability, security, compliance, cost, and maintainability. - Provide recommendations on platform evolution and future capabilities while maintaining clear boundaries and integration points with the Salesforce platform used for Patient Services and omnichannel engagement. **Veeva CRM & Field Technology Capabilities** - Lead the design, configuration, testing, deployment, and support of Veeva CRM capabilities, including CLM, Approved Email, MyInsights, Coaching Reports, Key Insights, Key People, Veeva Network, Veeva OpenData, and integrations with PromoMats. - Ensure platform configuration aligns with field workflows, customer engagement requirements, data standards, consent and privacy requirements, compliance expectations, and a cohesive user experience. - Maintain release readiness by assessing vendor roadmaps and release impacts, coordinating regression and user acceptance testing, and communicating changes to stakeholders. - Stay current on field engagement technology and Veeva product direction, identifying opportunities to improve adoption, effectiveness, and workflow simplicity. **Business Partnership & Product Management** - Serve as the day-to-day IT relationship partner for field technology, developing a strong understanding of Sales and Medical Affairs operating models, workflows, user needs, and pain points. - Translate business needs into process designs, functional requirements, user stories, acceptance criteria, and actionable delivery plans. - Facilitate prioritization with business and IT stakeholders based on strategic value, user impact, risk, effort, dependencies, capacity, and total cost. - Partner with the Sr. Director, IT – Commercial & Medical Affairs on governance, investment recommendations, roadmap trade-offs, and executive communications. - Lead change management, training coordination, release communications, and adoption activities for new and enhanced capabilities. **Data, Integration & Commercial Ecosystem** - Partner with Data & AI, integration, security, and infrastructure teams to ensure reliable and governed data flows across Veeva CRM, customer master data, territory and alignment platforms, analytics, content, consent, and other Commercial systems. - Clarify system-of-record ownership, data definitions, interfaces, controls, monitoring, and support accountability for CRM data and integrations. - Ensure new capabilities integrate effectively with the broader Commercial and Medical Affairs technology ecosystem without creating an inconsistent field user experience. - Support data quality, reporting, analytics, automation, and responsible AI opportunities that improve field effectiveness and decision-making. **Governance, Compliance & Operational Excellence** - Establish and maintain platform governance, configuration standards, documentation, access controls, change controls, release procedures, and support processes. - Ensure solutions meet applicable promotional, medical, privacy, security, records-management, and regulatory requirements in partnership with Compliance, Legal, Privacy, and Security stakeholders. - Own service performance, production support, incident escalation, root-cause analysis, problem management, and continuity planning for the platform. - Monitor platform usage, adoption, support trends, data quality, and user feedback; define and track service and product health measures to drive continuous improvement. - Manage platform risks, technical debt, upgrades, decommissioning, and remediation activities across the lifecycle. **Delivery, Vendor & Financial Management** - Lead cross-functional projects and enhancements from discovery through design, delivery, validation, deployment, stabilization, and value realization. - Manage software vendors, implementation partners, consultants, and managed-service providers, ensuring accountability for scope, quality, timelines, service levels, knowledge transfer, and documentation. - Develop project estimates and business cases; monitor platform and project spend in partnership with the Sr. Director and IT leadership. - Coordinate delivery dependencies, risks, decisions, and status reporting across business stakeholders and IT teams. **QUALIFICATIONS** **Education /Experience:** - Bachelor's degree in Computer Science, Information Systems, Engineering, Business, Life Sciences, or a related field. - 5+ years of experience supporting Commercial CRM and field technology platforms, preferably in the pharmaceutical, biotechnology, or life sciences industry. - Demonstrated experience as a CRM product owner, platform owner, or technology lead responsible for roadmap, backlog, releases, integrations, operational support, and stakeholder management. - Experience supporting field Commercial and/or Medical Affairs technology in a regulated environment. **Technical & Domain Expertise** - Deep functional and hands-on experience with Veeva CRM and relevant capabilities such as Approved Email, CLM, MyInsights, Veeva Network, Veeva OpenData, and PromoMats integrations. - Strong understanding of life sciences field processes, including HCP/HCO engagement, customer segmentation, territories and alignments, call activity, content delivery, field communications, coaching, and field reporting. - Strong understanding of CRM data, customer master data, consent, integrations, analytics, and downstream Commercial data flows. - Experience with Salesforce or adjacent omnichannel and Patient Services platforms is preferred, particularly where integration and platform-boundary decisions are required. - Working knowledge of privacy, security, promotional and medical compliance, validation, and change-control expectations in life sciences. **Leadership & Interpersonal Skills** - Strong product and platform management skills, including roadmap development, backlog prioritization, release planning, governance, and lifecycle management. - Ability to influence without direct authority and coordinate business stakeholders, technical teams, vendors, and consultants. - Strong communication and presentation skills, with the ability to translate technical considerations into clear business impact and decisions. - Strong analytical, organizational, vendor-management, and problem-solving skills, with the ability to manage multiple priorities in a fast-paced environment. - Ability to balance strategic platform ownership with hands-on problem solving and operational accountability. **KNOWLEDGE, SKILLS AND ABILITIES** - Customer-focused and collaborative approach to building trusted partnerships with field users, business leaders, Compliance, and IT colleagues. - Disciplined approach to documentation, testing, controls, release management, service management, and continuous improvement. - Ability to make practical trade-offs across business value, user experience, compliance, cost, scalability, and maintainability. - Commitment to Mirum's values and to delivering simple, reliable technology experiences for field teams. The salary range for this position is $185,000 to $200,000 USD. Compensation will be determined based on several factors including, but not limited to; skill set, years of experience, and the employee’s geographic location. Please note that the required compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits unless otherwise provided. #LI-HYBRID Mirum Pharmaceuticals is committed to Equal Employment Opportunity (EEO) and to compliance with all Federal, State and Local laws that prohibit employment discrimination on the basis of race, age, national origin, ethnicity, religion, gender, gender identity, pregnancy, marital status, sexual orientation, citizenship, genetic disposition or characteristics, disability, veteran’s status or any other classification protected by applicable State/Federal/Local laws. Mirum Pharmaceuticals provides reasonable accommodation for qualified individuals with disabilities and disabled veterans in job application procedures.