Senior AI Product Manager- Patient Services, CRM, Portals and Apps

Position Summary

You will lead how GSK uses AI and digital products to deliver measurable outcomes in Patient Services - improving patient and provider experience, speeding access to therapy, and reducing the effort of patient support operations across CRM, portals, and apps. You will sit with Patient Services leaders, hub and field teams, and patients' and providers' journeys, understand how the work actually gets done, and decide where AI, agentic technology, and better digital design can make the biggest difference. Then you will own delivery end to end - discovery, build, evaluation, production deployment, and ongoing performance management.

This role sits at the intersection of product, engineering, and patient services operations. You will make your own feasibility and build-vs-buy calls, define what "good" looks like for non-deterministic AI systems, and move solutions from proof-of-concept into governed, monitored production use. Success is measured by adopted capabilities and quantified patient and operational impact.

Key Responsibilities

• Partner with Patient Services & Operations, Privacy, Compliance, Tech, and Data teams to turn pain points in patient journeys and hub operations into clear, specific problem statements.
• Identify where AI, agentic technology, and digital products can create the most value across CRM, portals, apps, enrollment, benefits investigation, case management, and patient and provider engagement - weighing impact, feasibility, and risk to prioritize investment.
• Build business cases with clear expected benefits, costs, and success measures; own the product strategy and roadmap, balancing quick wins with long-term capability, and assess build, buy, and partner options.
• Own delivery end to end - leading engineers, data scientists, UX/UI designers, and vendors through design, build, evaluation, and production deployment using Agile/Scrum, making key build and release decisions tied back to the business case.
• Partner with Data Engineering and data owners to secure the data foundation these products depend on - patient, case, consent, and CRM data quality, lineage, and master data alignment, plus API integrations and secure, standardized exchange of protected health information (PHI).
• Set the quality bar for products and AI solutions - validate through usability testing and evaluation before release, then own them after go-live: monitor product, model, prompt, and agent performance in production, manage versioning and change control, triage failure cases and drift, and run continuous improvement loops from user feedback and KPIs.
• Ensure responsible AI use and compliance, with human oversight, documentation, privacy, and governance built in from the start, aligned to GSK's security, quality, and AI governance standards and to HIPAA, GDPR, and other applicable regulations.
• Manage budgets, timelines, vendor performance, and delivery risk, flagging issues early.
• Prototype and validate solutions in the real world, then drive adoption — enablement, training, documentation, and SOP updates — and convert proven solutions into reusable patterns other Patient Services, Commercial, and D&T teams can adopt.

Basic Qualifications

• Bachelor's degree in business, computer science, data science, public health, life sciences, or a related field.
• 8+ years of experience in life sciences, specialty pharmacy, hub services, telehealth, digital health, or related healthcare environments, creating and implementing digital solutions for patient services teams or healthcare providers.
• 3+ years of experience developing, implementing, or supporting digital solutions for patient services teams, healthcare providers, or patient engagement programs.
• Experience working with Salesforce Health Cloud, Salesforce Life Sciences Cloud, or a comparable CRM platform.
• Experience developing product roadmaps, business cases, project plans, or technology investment recommendations.
• Experience leading technology implementation projects through delivery and production deployment.
• Experience translating business needs, operational challenges, or customer requirements into digital, technology, or business transformation initiatives.
• Experience managing or coordinating technology implementation projects involving cross-functional teams, external vendors, budgets, timelines, or deliverables.
• Experience working in regulated healthcare, pharmaceutical, or life sciences environments.
• Experience supporting projects involving healthcare data privacy, security, or compliance requirements (e.g., HIPAA, GDPR).
• Experience with agile, scrum, or similar software delivery methodologies.
• Experience supporting software testing, validation, quality assurance, or release management activities within regulated healthcare, pharmaceutical, or life sciences environments.
• Experience partnering with user experience (UX), user interface (UI), or product design teams in the development of digital products or platforms.
• Experience working with software engineering, data science, analytics, or technology teams on system integrations, automation, AI-enabled solutions, or technology governance.
• Experience supporting the implementation, deployment, or oversight of artificial intelligence (AI), advanced analytics, machine learning, or data-driven technology solutions.

Preferred Qualifications

• Advanced degree (MBA, MSc, MPH, PhD) in a relevant discipline.
• Hands-on experience building and operating agentic AI or LLM-based workflows in production - not just pilots - from idea to measured outcome.
• Experience designing or operating agentic AI/automation platforms (e.g., LLM orchestration frameworks, workflow or agent builders) in a regulated enterprise setting.
• Familiarity with cloud AI platforms (Azure AI, Google Cloud, AWS) and MLOps/LLMOps concepts.
• Experience with human-in-the-loop systems, prompt engineering, or deploying generative AI in regulated environments.
• Experience with health information exchange standards and assessing AI vendors or platforms.
• Experience leading transformation, merger integration, or operating model change.