CRM Business Operations Manager

Amgen; Hyderabad; On-site; INR 1,800,000 - 3,000,000; Full time

Job summary

Amgen in Hyderabad leads CRM operations for JAPAC, delivering timely guidance and service while building team capability. The Manager oversees day-to-day delivery, data loads, and communications across affiliates and Technology teams to strengthen processes and support regional stakeholders.

The role emphasizes onboarding, process improvement, and ensuring quality in CRM-related operations. Pharma experience and strong collaboration skills are essential for success.

Qualifications

• Any Degree and 8-13 years of experience leading or coordinating teams in commercial operations or CRM operations.
• Pharma experience is mandatory.
• Strong understanding of CRM business processes; Veeva CRM or Salesforce experience is preferred.
• Proven ability to lead service delivery, set priorities, coach colleagues, and improve processes with quality.
• Excellent communication and stakeholder-management skills for cross-functional collaboration.
• Ability to distinguish business questions from technical defects or enhancements.
• Knowledge of territory alignment, customer data, surveys, and field force processes is an advantage.

Responsibilities

• Lead the CRM Business Operations Support team and manage priorities and demand.
• Oversee first-line CRM and business-process support, routing issues to appropriate teams.
• Ensure service requests, data loads, exports, and setup follow quality procedures.
• Review recurring issues, drive root-cause analysis, and implement fixes.
• Onboard new Business Analyst users and maintain up-to-date guides and materials.
• Identify opportunities to improve efficiency, self-service, and user experience.
• Represent the function in projects and coordinate with regional stakeholders and IT teams.

Skills

CRM operations

Team leadership

Stakeholder management

Process improvement

Communication

Business analysis

Education

Any Degree

Bachelor's degree

Tools

Veeva CRM

Salesforce

Job description

Career Category Operations Job Description Role overview

The Manager leads CRM business and operational support across Outside US (OUS) focussing on JAPAC, ensuring users receive timely, accurate guidance and service. The role oversees request resolution and day-to-day service delivery while building team capability, improving processes, supporting clear community communication, and strengthening collaboration with the affiliates, CRM platform and Technology teams.

Key responsibilities

• Team leadership and service delivery — Lead and support the CRM Business Operations Support team. Set priorities, balance incoming demand with improvement work, and ensure requests are handled consistently, documented clearly, and escalated appropriately.
• CRM and business support oversight — Oversee first-line support for CRM and related business-process questions. Help the team distinguish business guidance and operational requests from technical defects or development needs, and maintain effective routes to CRM Platform and IT colleagues.
• Operational quality and controls — Ensure CRM service requests—including data loads and validation, exports, survey setup, territory updates, user and product setup support—follow approved procedures, templates, and quality checks. Monitor service quality and address gaps.
• Recurring issues and communication — Review recurring problems and service trends, guide root-cause investigation, and prioritize permanent fixes and process improvements. Coordinate clear communications to the CRM Community during broad CRM issues or outages, working with the appropriate teams.
• Business analyst onboarding and enablement — Lead the onboarding approach for new Business Analyst (BA) users and ensure it is consistent and effective. Oversee updates to how-to guides, procedures, training, and reference materials, keeping them aligned with current guidance and each release.
• Efficiency and continuous improvement — Identify opportunities to improve service efficiency, consistency, self-service, and user experience. Encourage appropriate use of approved automation and AI-enabled tools, and ensure changes are practical and well controlled.
• Project and stakeholder partnership — Represent the support function in team projects, such as CRM Scan or Field Excellence Summit preparations, while maintaining service coverage. Build effective working relationships with business stakeholders, regional teams, the CRM platform team, and Technology teams.

Role balance and collaboration

The Manager is accountable for reliable request and ticket resolution while also developing the team’s capability and improving the service. Priorities and project participation should reflect incoming demand and available capacity. The team partners with business stakeholders and the CRM team, routing technical defects and system development needs to the appropriate IT or product teams.

Qualifications and capabilities

• Any Degree and 8-13 years of Experience leading or coordinating teams in commercial operations, Field Excellence, Sales Operations, CRM operations, or business systems support.
• Pharma experience is Mandatory.
• Strong understanding of CRM business processes; Veeva CRM or Salesforce experience is preferred.
• Demonstrated ability to lead service delivery, set priorities, coach colleagues, and improve processes while maintaining quality and attention to detail.
• Strong communication and stakeholder-management skills, including the ability to coordinate across regional and cross-functional teams.
• Ability to distinguish business questions and operational requests from technical defects or enhancements.
• Knowledge of territory alignment, customer data, key messages, surveys, cycle planning, field force processes, compliance, or data governance is an advantage.

Measures of success

• Timely, accurate, and consistent support;
• improved first-time-right execution and fewer repeat issues;
• effective communication during broad CRM issues;
• smooth BA onboarding;
• current guidance and training materials;
• stronger team capability;
• and practical improvements in efficiency and user experience.

Amgen is committed to unlocking the potential of biology for patients suffering from serious illnesses by discovering, developing, manufacturing and delivering innovative human therapeutics. This approach begins by using tools like advanced human genetics to unravel the complexities of disease and understand the fundamentals of human biology. Amgen focuses on areas of high unmet medical need and leverages its biologics manufacturing expertise to strive for solutions that improve health outcomes and dramatically improve people's lives. A biotechnology pioneer since 1980, Amgen has grown to be one of the world's leading independent biotechnology companies, has reached millions of patients around the world and is developing a pipeline of medicines with breakaway potential. For more information, visit www.amgen.com and follow us on www.twitter.com/amgen