Senior Product Manager - Vault CRM - Service Center

Veeva Systems is a mission-driven organization and pioneer in industry cloud, helping life sciences companies bring therapies to patients faster. As a Senior Product Manager for Vault CRM Service Center, you will be the primary architect of the global service and contact center vision within our broader Vault CRM ecosystem, collaborating with teams to ensure the platform evolves to meet user requirements.

Responsibilities:

• Contribute to the Service Center Roadmap: Own the strategy and delivery of functionality specific to service and contact center processes
• Collaborate Across Product Teams: Partner with the wider Vault CRM PM organization to incorporate service and contact center requirements into the core platform. You will ensure that core capabilities are optimized for service and contact center users
• Industry Representation & Thought Leadership: Evangelize products and become the subject matter expert for internal audiences, external customers, and market facing communications
• Requirement Synthesis: Translate the nuances of the service and contact center processes into detailed functional and technical specifications
• AI & Intelligent Orchestration: Partner with the AI PM team to build agents that help service and contact center reps utilize CRM efficiently and effectively
• Full Lifecycle Management: Work with UX, engineering, QA, and services teams to guide features from initial concept and design to global release and customer adoption

Requirements:

• 5+ years of product management experience in the Service/Contact Center or CCaaS software industry
• Experience in researching and understanding customer and market requirements to develop short and long term product roadmaps and plans
• Experience developing configurable enterprise SaaS solutions in an agile environment
• Experience writing detailed user stories and managing a feature backlog
• Track record of effectively collaborating with engineering/QA to define, design, and deliver product
• Ability to understand and communicate architectural requirements, preferences, and limitations
• Experience interacting with customers, development, and consulting teams, both local and remote
• Ability to work independently in a fast-paced environment, with little direct supervision
• Strong communication skills: written, verbal, and formal presentation
• A strong sense of professional ethics
• Experience with conversational AI, recommendation engines, or large language models (LLMs)
• Experience with configurable enterprise SaaS solutions
• Prior exposure to the Veeva Vault Platform
• Background in software development or computer science