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Project Manager, Medical Information CRM Program Position Summary The Medical Information Scientific Engagement (MISE) team is seeking a highly proactive, detail-oriented project manager to support transformation initiatives across the Customer Relationship Management (CRM) program. This role partners closely with functions across MISE and leadership team to coordinate project delivery, process integration and documentation, deliver reporting and training, and provide day-to-day Hypercare support. The ideal candidate combines project coordination skills, technical curiosity, and strong stakeholder engagement to help ensure a high-quality, compliant customer experience. Key Responsibilities Project & Delivery Management

• Manage and support project delivery activities, with the ability to prioritize, manage timelines , and execute deliverables in the Medical Information environment.
• Coordinate and support documentation updates (SOPs, WI, etc.) and help maintain version control.
• Support training needs by coordinating materials, scheduling sessions, and delivering hands-on training as needed.
• Track, triage, and analyze questions, and concerns from cross functional teams to ensure timely project deliveries; escalate as appropriate.
• Coordinate operational readiness, business testing, defect fixes, launch plan, documentation, training and Hypercare.
• Provide Hypercare support during and after launches — be available for daily assistance via Teams chat for the Triage, Frontline and Settlements teams.
• Facilitate project reviews, risk and issue resolution, report on status, use consistent metrics and feedback to help drive outcomes.
• Participates in strategic projects and other ad-hoc activities as assigned by MISE leadership.

Project Coordination & Stakeholder Engagement

• Attend project meetings and support business teams to ensure cross-functional alignment and timely delivery.
• Act as a liaison between MISE team, vendor and leadership to keep stakeholders informed and issues resolved.

Technical & Operational Support

• Work with IT/technical teams to troubleshoot issues and test fixes or process changes.
• Contribute to process documentation, metrics tracking, and periodic project reviews.
• Create and manage IT service management tickets as requested and follow through to resolution.

  Qualifications

• Bachelor's degree in business administration, project management, healthcare, or a related field preferred.
• 5+ years of experience in project/program management, Operations, or Medical Information support; experience in pharmaceutical/biotech or healthcare environments preferred.
• Experience in working with cross-functional teams, vendors, and customer support staff.
• Knowledge of contact center, customer relationship management (CRM), case-management, quality-management, reporting, or AI-enabled platforms.
• Proficiency with Microsoft office, SharePoint or comparable tools; ability to create project plans, process flows, dashboards, risk logs, and operational metrics.
• Familiarity with Salesforce, Genesys, GxP or regulated reporting preferred.
• PMP or Agile project management certification is a plus.

Core Competencies

• Strong verbal and written communication skills.
• Excellent organizational skills with the ability to manage multiple priorities and deadlines.
• Analytical mindset with attention to detail.
• Problem-solving orientation and ability to escalate appropriately.
• Team player who can work independently when needed.

Working Conditions

• Hybrid model, three office days per week, throughout the 12-month assignment period
• Frequent collaboration via Teams and participation in cross-functional meetings
• Schedule flexibility for ad hoc support during workshops, business testing, launch and Hypercare.