CRM Product Manager & Team Lead

About the role

Roche is looking for a CRM Product Manager & Team Lead to combine senior product management responsibilities with operational leadership of a new Pharma CRM Support Team for the US market. The role blends 70 % hands‑on product delivery with 30 % team‑building and mentorship.

Key responsibilities

• Build and operationalise the new Pharma CRM Support Team, defining support workflows, incident triage protocols and US‑specific Service Level Agreements.
• Provide day‑to‑day mentorship and act as the primary escalation point for critical CRM support issues.
• Translate business needs into clear user stories, functional requirements and acceptance criteria; maintain product backlogs and JIRA priorities.
• Act as the strategic liaison between the US support team, development squads, QA, vendors and business leadership.
• Support Software Quality Assurance and User Acceptance Testing planning, execution and defect tracking.
• Assist with ongoing CRM enhancements, minor configuration changes and data validation.
• Ensure all product documentation and support logs comply with Life Sciences audit and regulatory guidelines.

Required profile

• 5–8 years of experience supporting CRM platforms, preferably within Life Sciences, Commercial or Medical environments.
• Proven readiness to lead a team, with experience mentoring staff, managing workloads or establishing operational processes.
• Strong product‑management competency: writing detailed user stories, tracking functional requirements and mapping complex business processes.
• Advanced hands‑on experience with JIRA, Confluence and CRM Service Desk or equivalent ticketing systems.
• Excellent communication skills to build team culture, drive accountability and manage expectations with US business partners.

Required skills

• JIRA
• Confluence
• CRM Service Desk (or equivalent ticketing framework)