Senior Manager, EMEA CRM Operations (Remote/Flexible)

Senior Manager, EMEA CRM Operations (Remote/Flexible)

Pay Competitive

Location Remote

Employment type Full-Time

Job Description

Req#: REQ-2023-4846

Insulet started in 2000 with an idea and a mission to enable our customers to enjoy simplicity, freedom and healthier lives through the use of our Omnipod product platform. In the last two decades we have improved the lives of hundreds of thousands of patients by using innovative technology that is wearable, waterproof, and lifestyle accommodating.

We are looking for highly motivated, performance driven individuals to be a part of our expanding team. We do this by hiring amazing people guided by shared values who exceed customer expectations. Our continued success depends on it!

Job Title: Senior Manager, EMEA CRM Operations

Department: IT

FLSA Status: Exempt

Position Overview:
The Senior Manager, EMEA CRM Operations oversees the department’s strategic and tactical direction for Insulet’s EMEA CRM Platform from an operations perspective. Working Closely with the Senior Manager for EMEA CRM Solution Design, the successful candidate will be a hands-on owner of the EMEA CRM ecosystem’s functional operations, direction, and governance, as well as a leader in driving the evolution of the overall Global CRM program at Insulet. This role is responsible for building and continually evolving a strong team of Delivery Product Owners, and Enhancement and Production Support teams that maintain our EMEA CRM ecosystem by delivering high quality solutions that align to Insulet’s strategic goals. As the leader of this team, the successful candidate will recruit for internal positions, manage staffing vendor relationships, and mentor junior team members. This team will focus on leading the functional processes to deliver projects and enhancements related to CRM. The technology stack will primarily be maintained by our Dev Ops department, but the CRM team will partner closely with DevOps to maintain and improve the platform.

Responsibilities:

• Understand how the various departments use Salesforce to perform their daily operations and empower user base by supporting current functionality of the Salesforce application.
• Manage the enhancement processes to deliver for the CET stakeholders, including strong KPIs.
• Leverage the Lightning, Communities, and Health Cloud Platform to deliver stronger, better solutions that are stable and scalable.
• Influence business and technical grooming for requirements and managing the end delivery of solutions optimizing Salesforce capabilities by mapping functional requirements to Salesforce.com features and functionality.
• Demonstrate expertise in LWC, Flows, Process Builder, UI Configuration, managed packages, creation and refinement of complex data models, business process automation and other custom functionality.
• Consistently evaluate Salesforce ecosystem tools and understand the Salesforce product offerings and methodologies to bring in new capabilities that improve processes and enhance cross-functional collaboration.
• Be a coach and mentor to the CET team for disseminating best practices on solution positioning and delivery.
• Partner with the ARB, CRM COE, and DevOps team to manage the day-to-day running of the Salesforce.com platform.
• Develop the 360-degree functional view of everything occurring within the various CRM programs at Insulet.
• Point person to partner with other team leads (Insulet and Vendor) where applications will rely upon Insulet’s CRM platform or processes
• Grow and lead a team of functional analysts specific to CRM processes, evolution of the CRM ecosystem.
• Communicate and collaborate to promote strong partnerships across the CET organization and between IT and business stakeholders.
• This role is responsible for collaborating on, maintaining, and adhering to platform governance models

• Manage resources including objective setting, performance appraisal, salary administration, training, recruiting, and career path planning

Education and Experience:

• Bachelor’s Degree and/or equivalent combination of education and experience.
• Certifications in Salesforce.com will influence the hiring team for this position.
• At least 10 years of leadership experience working in a technology organization, ideally with at least 6 years working with PAAS based CRM platforms.
• At Least 4 years leading functional IT teams.
• At least 3 years’ experience working with Salesforce.com as a Solution Architect is a plus.
• At least 3 years’ experience working in the Life Sciences industry preferably with Pharma or Medical Devices.
• Experience with Salesforce Communities (Experience) and Health Cloud.
• Strong understanding of Salesforce.com capabilities, processes, and capabilities in a regulated industry such as Medical Device.

Skills/Competencies:

• Experience leading solutioning efforts for multiple initiatives simultaneously.
• The ability to envision and communicate the solution and guide teams through the implementation.
• Strong team leader in both a direct and matrix organization.
• Strong Understanding of Life Sciences regulatory influences including but not limited to GDPR (PII), GxP and Systems Validation.
• Exceptional ability to collaborate and negotiate with peers and senior leaders.
• Competence in SAFe Agile framework and the tool sets required for process implementation, particularly the Atlassian suite with JIRA, JIRA Align and Confluence.
• Management of inter-departmental business requirements and translating them to actionable development tasks.
• Strong leadership skills as it relates to organizing a team, aligning with other business leaders, preparedness, and ability to lead by example for his/her team.
• Excellent communication, writing, influencing, and negotiating skills are critical.
• Positive, results driven, rational, logical, team player.

NOTE: This position is eligible for 100% remote working arrangements (may work from home/virtually 100% ; may also work hybrid on-site/virtual as desired). #LI-Remote

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About the company

Automate injectable drug delivery with the customizable OmniPod by Insulet. See how it\’s improving lives with better adherence and seamless delivery.

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