Associate Director, CRM Product Owner

The Associate Director, CRM Product Owner owns the roadmap, requirements, and releases for a defined AbbVie Field Tools product. As the US subject matter expert, this role supports field users and translates commercial needs into product solutions that enable the workforce and advance patient outcomes. The role takes full ownership of a key platform or tool within AbbVie's Field Tools portfolio, shapes product direction, manages delivery through agile ceremonies, and works cross-functionally with IT, vendor partners, commercial stakeholders, and field teams.

Responsibilities

Serve as the primary product owner for an assigned CRM product, building and refining the product in close partnership with IT, vendor partners, and commercial stakeholders; Own and manage the product roadmap for the designated functional area, overseeing enhancements and feature development within the CRM program build cycle; Translate US commercial needs and vision into actionable deliverables, create detailed requirements and user stories, manage the product backlog, and drive prioritization decisions; Represent the voice of field users throughout product development and enhancement discussions; Partner with field users, commercial leaders, and cross-functional stakeholders to surface pain points, gather requirements, and translate them into actionable product improvements; Track and report on tool health, roadmap, potential adoption metrics, and issue trends; proactively identify systemic issues and escalate to the Director level with data-driven recommended actions; Maintain deep knowledge of the tool's data flows, configuration, and integration dependencies; Champion change management and product adoption efforts, equipping field teams with the knowledge, training, and support needed; Contribute to the broader Field Tools team's culture of innovation, continuous improvement, and collaboration

Requirements

Bachelor's Degree required; 8+ years of relevant experience across field leadership, marketing, and analytics; Deep familiarity with CRM platforms, particularly Salesforce and/or Veeva, and the broader commercial technology ecosystem; Previous experience leading broad organizational change initiatives, navigating new ways of working, building positive, accountable, and highly engaged team culture; Knowledge and deep understanding of overall business operations in pharma/biotech and healthcare industry; Strong understanding of industry legal, analytical and compliance landscape and ability to apply to diverse situations to keenly evaluate risk and develop appropriate risk mitigation strategies; Demonstrated leadership ability to develop and drive an organizational strategy in a very complex matrix internal and external environment; Ability to lead without authority, driving through execution across multiple functionally diverse stakeholders; Sophisticated skills for coaching, training, and/or mentoring peers or others as assigned

Nice to have

Experience with AI-enabled CRM capabilities; Data analytics experience; Digital customer engagement experience

Benefits

Paid time off (vacation, holidays, sick); Medical/dental/vision insurance; 401(k) to eligible employees; Eligible for long-term incentive programs