At Bristol Myers Squibb, our employees often ask, “Who are you working for?”—a question that fuels collaboration, accountability, and urgency in our work. Our purpose-driven culture inspires us to discover, develop, and deliver innovative medicines to prevail over serious diseases. We offer uniquely interesting and meaningful work, opportunities for growth, and a supportive environment that values inclusion, wellbeing, flexibility, and comprehensive benefits. This is work that transforms the lives of patients, and the careers of those who do it.
Position Summary
We are rewiring how our field force works with technology: an AI-first model in which AI absorbs most of the former manual work and humans focus on decisions, quality and impact. We are seeking a hands-on Field Tech Product Owner who treats CRM as a product, not a ticket queue. This person owns the vision, roadmap and the "operating system" behind field-facing CRM capabilities in Germany, from the AI intake layer to cross-channel orchestration.
You will define how far automation can go, tune it, measure it and keep it trustworthy. You will work at the intersection of Field, Commercial IT, Customer Analytics & Segmentation and external delivery partners to turn local business priorities into shipped capabilities, fast, grounded and compliant with global standards.
Responsibilities
- Own the product vision and roadmap for field-facing CRM capabilities in Germany, prioritized by commercial impact rather than ticket volume
- Design, tune and continuously improve the AI intake layer (classification, sizing, auto-delivery criteria) so that most demand resolves same-day, without a board
- Chair the weekly CRM & Align Board as the single decision point for requests that AI cannot auto-resolve, and make decisions quickly with documented rationale
- Own the backlog for cross-channel orchestration, next-best-action and personalization, in close partnership with Customer Analytics & Segmentation on segmentation and offer logic
- Curate and enrich the central AI knowledge base (CRM, field execution and events data) so that AI triage, sizing and drafts stay accurate, current and well-grounded
- Set guardrails and approval gates for AI-driven semi-autonomous actions: what it may deliver directly and what requires human sign-off
- Direct delivery capacity across external partners, offshore teams and local IT for work that still needs a human build after AI triage
- Own quality governance: review AI-drafted stories, estimates and code before release; keep backlog health high and ensure compliance with global standards
- Track adoption and value metrics (auto-delivery rate, cycle time, board throughput) and represent Germany in international CRM governance forums
- Manage budget and resourcing across local, international and offshore teams, including AI tooling and knowledge platform cost
Qualifications
- Proven track record as product owner or capability owner for CRM or commercial platforms, preferably in the pharmaceutical industry (or another industry with heavy digital channel usage)
- Deep, hands-on expertise with enterprise CRM platforms and their ecosystem (e.g. field planning and event management modules); you read configs, user stories and code, not just slide decks
- Practical experience with LLMs and AI agents in production: prompt and context design, knowledge grounding (RAG), evaluation, guardrails and human-in-the-loop models
- Experience with next-best-action or omnichannel orchestration engines and personalization logic
- Strong backlog and delivery management skills in agile setups, including steering distributed delivery teams
- Solid understanding of metrics and dashboards; comfortable defining and tracking KPIs such as cycle time, throughput and automation rate
- Experience managing budgets and vendors in a global matrix organisation
- Knowledge of compliance and governance requirements for regulated environments
- Fluency in English is required, German is preferred
- 6+ years of experience in digital, CRM or commercial technology roles within a large, complex organisation
The following soft skills are required
- Maker mentality: you prototype, test and ship instead of waiting for the perfect spec
- Decisive and transparent decision-making, including the hard calls
- Influencing without authority across Field, IT, analytics and external partners
- Translating between business and tech language and vice versa
- Curiosity and appetite for continuously redesigning how work gets done
#LI-Hybrid
We hire for skills and capabilities, not just credentials – if this role excites you, but doesn’t perfectly match your resume, we encourage you to apply anyway.
How We Work
Where you work matters – because collaboration, innovation and patient impact happen in many settings. Our roles are structured across four work models: site-essential, site-by-design, field-based and remote-by-design. The model assigned to this role is based on its core responsibilities. Learn more at https://careers.bms.com/ways-of-working.
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