CRM Business Operations Manager

Overview

Lead CRM business and operational support across Outside US (OUS) with a focus on JAPAC, ensuring users receive timely, accurate guidance and service while building team capability and improving processes.

What you'll do

• Lead and support the CRM Business Operations Support team, setting priorities, balancing incoming demand with improvement work, and ensuring requests are handled consistently, documented clearly, and escalated appropriately.
• Oversee first-line support for CRM and related business-process questions, distinguishing business guidance and operational requests from technical defects or development needs, and maintaining effective routes to CRM Platform and IT colleagues.
• Ensure CRM service requests, including data loads and validation, exports, survey setup, territory updates, and user and product setup support, follow approved procedures, templates, and quality checks; monitor service quality and address gaps.
• 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.
• 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.
• Identify opportunities to improve service efficiency, consistency, self-service, and user experience, and encourage appropriate use of approved automation and AI-enabled tools.
• 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.

What you'll need

• 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.
• 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.

Nice to have

• Veeva CRM or Salesforce experience.
• Knowledge of territory alignment, customer data, key messages, surveys, cycle planning, field force processes, compliance, or data governance.

Details

• Location: Hyderabad, India.