IT Technical Program Manager – Product Support

November 14

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Veeva Systems

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SaaS • Healthcare Insurance • Pharmaceuticals

Veeva Systems is a cloud-computing company focused on the global life sciences industry. It provides software, data, and consulting services to streamline research and development, quality management, regulatory operations, and commercial processes. Veeva's solutions encompass clinical trials, regulatory submissions, drug safety management, and commercial execution to support life sciences enterprises in their mission to improve and extend life.

1001 - 5000 employees

☁️ SaaS

⚕️ Healthcare Insurance

💊 Pharmaceuticals

📋 Description

• Lead and manage technical support programs, helping to organize and track work via sprints • Manage sprint goals and timelines, balancing scope, resources, and priorities to ensure timely product delivery • Facilitate requirement gathering and lead user story creation • Perform release management and create process to improve cross-team communication and visibility of upcoming releases • Collaborate with cross-functional teams to drive projects and enhancements • Effectively manage and balance the team’s workload comprised of conflicting priorities across day-to-day enhancement requests, defects, and projects • Learn how to use the supported software product(s) and see the product's capabilities as well as gaps in supporting business needs • Learn about the supported department’s business and workflows and efficiently apply that knowledge to software solutions • Provide regular reports and insights to senior management and the support teams to communicate progress and blockers • Identify opportunities for process improvements within supported teams and own follow-up where needed • Implement best practices to optimize efficiency, responsiveness, and overall customer satisfaction • Participate in technical reviews and approve changes to ensure deliverables meet expectations • Facilitate CAPA resolution and ensure SOP’s are maintained and followed • Engage with the vendor customer success teams to be informed about product updates and new releases and how they impact internal processes and support enablement

🎯 Requirements

• Bachelor’s degree in Information Systems, Business Administration, or related field or equivalent work experience • 7+ years of experience in technical program management or project management, preferably in a customer support or operations environment. Experience with support tools and technologies is highly desirable • Understanding of application lifecycle management (ALM) • Strong Business Analysis and Project Management skills • Proven track record in program management, execution, change management, release management, and cross-functional stakeholder management • Experience with agile methodologies and sprint planning • High proficiency in verbal and written communication. Solid presentation skills are desired • Enterprise software or high-tech industry experience is a plus • Strong attention to detail, goal oriented. Must be able to effectively manage multiple activities and/or projects concurrently • A relentless drive and a customer-first mentality are essential • Versatility, flexibility, and a willingness to work within constantly changing priorities • Commitment to excellence in delivery of customer service • Comfortable in working with personnel at all levels of the organization

🏖️ Benefits

• Medical, dental, vision, and basic life insurance • PTO and company-paid holidays • Retirement programs • 1% charitable giving program