Jul 2024 – Present · 1 yr 11 mos · On-site

• Own product delivery strategy for Patient Services and Customer Engagement platforms; translate enterprise priorities into roadmap increments and release plans across multiple products and markets.
• Established portfolio governance (intake, prioritization, KPIs, risk/compliance gates) driving ~95% on-time/on-budget delivery and predictable high-quality releases.
• Partner with Commercial, Patient Services, Legal/Privacy, Security, and Quality to ensure compliant delivery (privacy-by-design, audit-ready documentation, controlled releases).
• Optimized SI partner model and vendor performance to improve throughput ~20%; instituted outcome-based metrics and dependency management across squads.
• Implemented DevSecOps practices and reliability improvements, reducing downtime ~30% and accelerating release cadence while maintaining validation discipline.
• Championed reusable, configurable architecture patterns to increase solution flexibility ~25% and reduce duplication through global reuse.
• Led change enablement with user-centric design and adoption playbooks, improving user satisfaction ~15% (training, comms, feedback loops, super-user networks).

Aug 2023 – Jul 2024 · 11 mos · On-site

• Product-led operations for Field Medical CRM capabilities across Veeva CRM & Vault: roadmap shaping, release governance, stakeholder alignment, and service stability.
• Led global upgrade programs with ~98% success; served as enterprise escalation point reducing time-to-resolution ~30% through triage and root-cause prevention.
• Designed KPI framework and data-quality controls improving data accuracy ~40% and boosting field productivity/performance ~18%.
• Built adoption and capability programs (200+ trainees/year), including MSL Champions and TT FOCUS communities; improved sustained usage and feedback-driven backlog.
• Partnered with Digital Medical Affairs and Resource Optimization to quantify field value and drive ~20% efficiency improvements in workflows and reporting.
• Drove continuous improvement via benchmarking, innovation showcases, and executive readouts; aligned UX enhancements to persona needs and compliance constraints.

Apr 2021 – Aug 2023 · 2 yrs 4 mos · On-site

• Led multi-country CRM/omnichannel programs from discovery to run; instituted Agile delivery playbooks, backlog governance, and standardized release readiness criteria.
• Orchestrated Veeva & Salesforce modernization and data integration to streamline HCP/patient engagement journeys; improved expense processing time ~25% and reduced cost ~15%.
• Owned risk/issue management and stakeholder communications; directed solution architects, leads, and developers to high-quality outcomes.
• Enhanced data accuracy ~40% via integration quality controls, master data alignment, and monitoring KPIs across CRM and analytics.
• Championed UX and adoption: usability testing, design system alignment, and training to improve usability and reduce support burden.

Sep 2019 – Mar 2021 · 1 yr 6 mos · On-site

• Defined end-to-end solution architecture (functional, data, integration, security, performance) for CRM capabilities; translated business needs into epics/user stories and delivery increments.
• Facilitated requirements workshops with Commercial/Medical stakeholders; drove global standards adoption while enabling local market needs.
• Set adoption KPIs and controlled service introductions to minimize disruption; ensured governance alignment for regulated processes.
• Led marketing operations governance for multichannel programs ensuring compliant content processes and operational efficiency.
• Mentored delivery leads and analysts; strengthened Agile-Waterfall hybrid rigor for regulated environments.