Senior Product Manager, AI-Driven Patient Services & CRM
GSK plc
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Job summary
GSK is seeking a Senior Product Manager to lead how AI and digital products are used in Patient Services, improving patient and provider experience, speeding access to therapy, and reducing support operations’ effort. You will own end-to-end delivery across discovery, build, evaluation, deployment, and ongoing performance management.
This role sits at the intersection of product, engineering, and patient services operations, requiring pragmatic feasibility, build-vs-buy decisions, and governance
Qualifications
- Bachelor's degree in business, computer science, data science, public health, life sciences, or related field.
- 8+ years of experience in life sciences, specialty pharmacy, hub services, telehealth, digital health, or related healthcare environments.
- 3+ years of experience developing, implementing, or supporting digital solutions for patient services teams or providers.
- Experience with Salesforce Health Cloud, Salesforce Life Sciences Cloud, or a comparable CRM platform.
- Experience leading technology implementation projects through delivery and production deployment.
- Experience working in regulated healthcare, pharmaceutical, or life sciences environments.
- Experience with agile, scrum, or similar software delivery methodologies.
Responsibilities
- Partner with Patient Services & Operations, Privacy, Compliance, Tech, and Data teams to translate pain points into problem statements.
- Identify where AI, agentic technology, and digital products can create value across CRM, portals, apps, enrollment, benefits investigation, and case management.
- Build business cases with benefits, costs, and success measures; own product strategy and roadmap.
- Lead engineers, data scientists, UX/UI designers, and vendors through design, build, evaluation, and production deployment using Agile/Scrum.
- Ensure data foundation and secure, standardized exchange of PHI; oversee API integrations.
- Set quality bar for AI solutions and monitor performance post-launch; manage versioning and drift.
- Ensure responsible AI use with governance, privacy, and regulatory compliance.
Skills
Education
Tools
Job description
GSK is seeking a Senior Product Manager to lead how AI and digital products are used in Patient Services, improving patient and provider experience, speeding access to therapy, and reducing support operations’ effort. You will own end-to-end delivery across discovery, build, evaluation, deployment, and ongoing performance management.
This role sits at the intersection of product, engineering, and patient services operations, requiring pragmatic feasibility, build-vs-buy decisions, and governance
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