Senior AI Product Manager- Patient Services, CRM, Portals and Apps

NCBioImpact; Durham (NC); On-site; USD 180,000 - 240,000; Full time

Job summary

GSK seeks an experienced product leader to guide how AI and digital products are used in Patient Services, improving patient and provider experiences, speeding access to therapy, and reducing hub operation effort across CRM, portals, and apps.

You will own end-to-end delivery, work with cross-functional teams, ensure responsible AI, and drive measurable patient and operational impact through governance, data quality, and scalable deployment.

Qualifications

• Bachelor's degree in business, computer science, data science, public health, life sciences, or a related field.
• 8+ years of experience in life sciences, hub services, digital health, or related healthcare environments.
• 3+ years developing digital solutions for patient services teams or provider programs.
• Experience with Salesforce Health Cloud or Life Sciences Cloud.
• Experience developing product roadmaps, business cases, and investment recommendations.
• Experience leading technology implementations through delivery and deployment.
• Experience translating business needs into digital or transformational initiatives.
• Experience working in regulated healthcare environments and with data privacy/compliance.

Responsibilities

• Turn pain points in patient journeys and hub operations into clear problem statements.
• Identify where AI and digital products can create value across CRM, portals, apps, enrollment, and engagement.
• Build business cases with benefits, costs, and success measures; own strategy and roadmap.
• Lead engineers, data scientists, UX/UI designers, and vendors through design, build, evaluation, and deployment.
• Secure data foundations and API integrations; ensure PHI privacy and compliance.
• Set quality bars; monitor product, model, and prompt performance in production.
• Maintain responsible AI with governance, privacy, and regulatory alignment.
• Manage budgets, timelines, vendor performance, and risk.
• Prototype, validate, and drive adoption with enablement and SOP updates.

Skills

Agile Methodology

Cross-Functional Teamwork

Data Analysis

Design Thinking

DevOps

Prioritization

Product Development Research

Product Roadmapping

Project Management

ROI

Software Development

Strategy Deployment

UX

UI Design

Education

Bachelor's degree in business, computer science, data science, public health, life sciences, or related field

MBA, MSc, MPH, PhD (advanced degree)

Tools

Salesforce Health Cloud

Salesforce Life Sciences Cloud

Job description

Position Summary

You will lead how GSK uses AI and digital products to deliver measurable outcomes in Patient Services - improving patient and provider experience, speeding access to therapy, and reducing the effort of patient support operations across CRM, portals, and apps. You will sit with Patient Services leaders, hub and field teams, and patients' and providers' journeys, understand how the work actually gets done, and decide where AI, agentic technology, and better digital design can make the biggest difference. Then you will own delivery end to end - discovery, build, evaluation, production deployment, and ongoing performance management.

This role sits at the intersection of product, engineering, and patient services operations. You will make your own feasibility and build-vs-buy calls, define what “good” looks like for non-deterministic AI systems, and move solutions from proof-of-concept into governed, monitored production use. Success is measured by adopted capabilities and quantified patient and operational impact.

We're looking for clear thinkers who combine patient services awareness with practical delivery skills - someone Patient Services leaders trust and technologist’s respect. This is a chance to shape where GSK invests in AI and digital across patient services, in support of our mission to unite science, technology, and talent to get ahead of disease together.

Key responsibilities

• Partner with Patient Services & Operations, Privacy, Compliance, Tech, and Data teams to turn pain points in patient journeys and hub operations into clear, specific problem statements.
• Identify where AI, agentic technology, and digital products can create the most value across CRM, portals, apps, enrollment, benefits investigation, case management, and patient and provider engagement - weighing impact, feasibility, and risk to prioritize investment.
• Build business cases with clear expected benefits, costs, and success measures; own the product strategy and roadmap, balancing quick wins with long-term capability, and assess build, buy, and partner options.
• Own delivery end to end - leading engineers, data scientists, UX/UI designers, and vendors through design, build, evaluation, and production deployment using Agile/Scrum, making key build and release decisions tied back to the business case.
• Partner with Data Engineering and data owners to secure the data foundation these products depend on - patient, case, consent, and CRM data quality, lineage, and master data alignment, plus API integrations and secure, standardized exchange of protected health information (PHI).
• Set the quality bar for products and AI solutions - validate through usability testing and evaluation before release, then own them after go-live: monitor product, model, prompt, and agent performance in production, manage versioning and change control, triage failure cases and drift, and run continuous improvement loops from user feedback and KPIs.
• Ensure responsible AI use and compliance, with human oversight, documentation, privacy, and governance built in from the start, aligned to GSK's security, quality, and AI governance standards and to HIPAA, GDPR, and other applicable regulations.
• Manage budgets, timelines, vendor performance, and delivery risk, flagging issues early.
• Prototype and validate solutions in the real world, then drive adoption - enablement, training, documentation, and SOP updates - and convert proven solutions into reusable patterns other Patient Services, Commercial, and D&T teams can adopt.

Why you?

Basic Qualifications

We are looking for professionals with these required skills to achieve our goals.

• Bachelor's degree in business, computer science, data science, public health, life sciences, or a related field.
• 8+ years of experience in life sciences, specialty pharmacy, hub services, telehealth, digital health, or related healthcare environments, creating and implementing digital solutions for patient services teams or healthcare providers.
• 3+ years of experience developing, implementing, or supporting digital solutions for patient services teams, healthcare providers, or patient engagement programs.
• Experience working with Salesforce Health Cloud, Salesforce Life Sciences Cloud, or a comparable CRM platform.
• Experience developing product roadmaps, business cases, project plans, or technology investment recommendations.
• Experience leading technology implementation projects through delivery and production deployment.
• Experience translating business needs, operational challenges, or customer requirements into digital, technology, or business transformation initiatives.
• Experience managing or coordinating technology implementation projects involving cross-functional teams, external vendors, budgets, timelines, or deliverables.
• Experience working in regulated healthcare, pharmaceutical, or life sciences environments.
• Experience supporting projects involving healthcare data privacy, security, or compliance requirements (e.g., HIPAA, GDPR).
• Experience with agile, scrum, or similar software delivery methodologies.
• Experience supporting software testing, validation, quality assurance, or release management activities within regulated healthcare, pharmaceutical, or life sciences environments.
• Experience partnering with user experience (UX), user interface (UI), or product design teams in the development of digital products or platforms.
• Experience working with software engineering, data science, analytics, or technology teams on system integrations, automation, AI-enabled solutions, or technology governance.
• Experience supporting the implementation, deployment, or oversight of artificial intelligence (AI), advanced analytics, machine learning, or data-driven technology solutions.

Preferred Qualifications

• Advanced degree (MBA, MSc, MPH, PhD) in a relevant discipline.
• Hands-on experience building and operating agentic AI or LLM-based workflows in production - not just pilots - from idea to measured outcome.
• Experience designing or operating agentic AI/automation platforms (e.g., LLM orchestration frameworks, workflow or agent builders) in a regulated enterprise setting.
• Familiarity with cloud AI platforms (Azure AI, Google Cloud, AWS) and MLOps/LLMOps concepts.
• Experience with human-in-the-loop systems, prompt engineering, or deploying generative AI in regulated environments.
• Experience with health information exchange standards and assessing AI vendors or platforms.
• Experience leading transformation, merger integration, or operating model change.

#AGTech

Skills

Agile Methodology, Cross-Functional Teamwork, Data Analysis, Design Thinking, DevOps, Prioritization, Product Development Research, Product Roadmapping, Project Management, Return on Investment (ROI), Software Development, Strategy Deployment, User Experience (UX), User Interface (UI) Design

Please visit GSK US Benefits Summary to learn more about the comprehensive benefits program GSK offers US employees.

Why GSK?

Uniting science, technology and talent to get ahead of disease together.

GSK is a global biopharma company with a purpose to unite science, technology and talent to get ahead of disease together. We aim to positively impact the health of 2.5 billion people by the end of the decade, as a successful, growing company where people can thrive. We get ahead of disease by preventing and treating it with innovation in specialty medicines and vaccines. We focus on four therapeutic areas: respiratory, immunology and inflammation; oncology; HIV; and infectious diseases – to impact health at scale.

People and patients around the world count on the medicines and vaccines we make, so we’re committed to creating an environment where our people can thrive and focus on what matters most. Our culture of being ambitious for patients, accountable for impact and doing the right thing is the foundation for how, together, we deliver for patients, shareholders and our people.

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