Summary

The Associate Director, CRM Operations & Field Enablement is responsible for leading the day-to-day business operations and operational excellence of the CRM ecosystem for US Oncology. This role ensures the effective execution, optimization, adoption, and continuous operation of CRM capabilities that support field effectiveness and commercial execution. Acting as the operational owner of CRM business-as-usual (BAU), this role partners closely with business stakeholders, IT, vendors, and field teams to ensure CRM capabilities are effectively deployed, supported, and continuously optimized to meet evolving business needs. This role serves as a functional subject matter expert and trusted partner, translating business needs into operational solutions while ensuring seamless execution and a strong field experience.

Job description

Role Purpose

The Associate Director, CRM Operations & Field Enablement is responsible for leading the day-to-day business operations and operational excellence of the CRM ecosystem for US Oncology. This role ensures the effective execution, optimization, adoption, and continuous operation of CRM capabilities that support field effectiveness and commercial execution. Acting as the operational owner of CRM business-as-usual (BAU), this role partners closely with business stakeholders, IT, vendors, and field teams to ensure CRM capabilities are effectively deployed, supported, and continuously optimized to meet evolving business needs. This role serves as a functional subject matter expert and trusted partner, translating business needs into operational solutions while ensuring seamless execution and a strong field experience.

Key Responsibilities

CRM Business-as-Usual (BAU) Operations

Lead the day-to-day operational management of CRM capabilities, ensuring business continuity, operational effectiveness, and user satisfaction.
Serve as the operational owner of CRM-related business processes, workflows, and support models.
Monitor CRM performance, identify operational gaps, and implement improvements to enhance field efficiency and user experience.
Ensure operational readiness and continuity for launches, field force changes, campaigns, and business priorities.

CRM Execution & Operational Excellence

Execute CRM roadmap priorities in partnership with business stakeholders and cross-functional teams.
Manage CRM releases, enhancements, issue triage, testing, and operational deployment activities.
Translate business requirements into actionable operational solutions and system enhancements.
Maintain change control, documentation, and operational governance processes.

Field Enablement & User Experience

Act as primary operational liaison for field teams regarding CRM-related inquiries, processes, efficiencies, and support needs.
Drive adoption and operational pull-through of CRM capabilities through communications, training, and support.
Ensure field readiness and successful implementation of CRM enhancements and new initiatives.

Stakeholder Collaboration

Partner with Commercial Operations, IT, Marketing, Data & Analytics, Sales Leadership, and vendors to support execution of CRM capabilities.
Influence within the function to optimize processes, improve adoption, and address operational needs.

Key Deliverables

CRM operational stability (Execution excellence)
CRM functional expertise
Strong process expertise and operational leadership
Stakeholder collaboration within function
Adoption support (Achieving adoption metrics)
Business process optimization
Maintain a pulse on evolving business requirements and identify opportunities to improve workflows, efficiencies, and user experience. (SLA performance)
Promote CRM best practices and operational consistency across teams.

Essential Requirements

Bachelor's degree.
2+ years of experience in CRM platforms, including adoption, omnichannel engagement, large-scale implementations, and system integrations (e.g., Salesforce, Veeva, or equivalent).
Functional, operational knowledge.
Strong understanding of sales processes and workflows
Strong commitment to customer success and user experience.
Hands-on experience with IQVIA/Salesforce/VEEVA ecosystem tools

Requirements

Bachelor's degree
2+ years of experience in CRM platforms, including adoption, omnichannel engagement, large-scale implementations, and system integrations (e.g., Salesforce, Veeva, or equivalent)
Functional, operational knowledge
Strong understanding of sales processes and workflows
Strong commitment to customer success and user experience
Hands-on experience with IQVIA/Salesforce/VEEVA ecosystem tools

Benefits

401(k) Retirement Programs
Paid Time Off
Vacation & Holiday Leave
Medical, Dental & Vision
Short-Term Incentive Bonuses
Equity-Based Awards

Company overview

AstraZeneca is a global, science-led, patient-focused pharmaceutical company dedicated to accelerating the delivery of life-changing medicines that create enduring value for patients, society, and shareholders. With a workforce of over 94,300 employees worldwide, the company operates across three core therapy areas: Oncology, BioPharmaceuticals (including Cardiovascular, Renal & Metabolism, Respiratory & Immunology), and Rare Disease. Headquartered in Cambridge, UK, AstraZeneca maintains strategic R&D centers in Cambridge, Gaithersburg (US), Boston (US), Gothenburg (Sweden), Shanghai, and Beijing. The company generated $54.1 billion in total revenue in 2024 and invested $13.6 billion in scientific research and development. AstraZeneca's bold aspiration is to be pioneers in science, lead in disease areas, and transform patient outcomes, with a goal to launch 20 new medicines and achieve $80 billion in total revenue by 2030. The company is recognized for its commitment to sustainability, health equity, and creating an inclusive work environment where diverse perspectives drive innovation.