Senior Manager, CRM Field Operations

Senior Manager, CRM Field operations Role Purpose The Senior Manager, CRM Operations & Field Enablement is responsible for leading the day-to-day business operations and operational excellence of the CRM ecosystem for US Oncology. This role ensures the effective execution, optimization, adoption, and continuous operation of CRM capabilities that support field effectiveness and commercial execution. Acting as the operational owner of CRM business-as-usual (BAU ), this role partners closely with business stakeholders, IT, vendors, and field teams to ensure CRM capabilities are effectively deployed, supported, and continuously optimized to meet evolving business needs. This role serves as a functional subject matter expert and trusted partner, translating business needs into operational solutions while ensuring seamless execution and a strong field experience. Key Responsibilities CRM Business-as-Usual (BAU) Operations Lead the day-to-day operational management of CRM capabilities, ensuring business continuity, operational effectiveness, and user satisfaction. Serve as the operational owner of CRM-related business processes, workflows, and support models. Monitor CRM performance, identify operational gaps, and implement improvements to enhance field efficiency and user experience. Ensure operational readiness and continuity for launches, field force changes, campaigns, and business priorities. CRM Execution & Operational Excellence Execute CRM roadmap priorities in partnership with business stakeholders and cross-functional teams. Manage CRM releases, enhancements, issue triage, testing, and operational deployment activities. Translate business requirements into actionable operational solutions and system enhancements. Maintain change control, documentation, and operational governance processes. Field Enablement & User Experience Act as primary operational liaison for field teams regarding CRM-related inquiries, processes, efficiencies, and support needs. Drive adoption and operational pull-through of CRM capabilities through communications, training, and support. Ensure field readiness and successful implementation of CRM enhancements and new initiatives. Stakeholder Collaboration Partner with Commercial Operations, IT, Marketing, Data & Analytics, Sales Leadership, and vendors to support execution of CRM capabilities. Influence within the function to optimize processes, improve adoption, and address operational needs. Key Deliverables CRM operational stability (Execution excellence) CRM functional expertise Strong process expertise and operational leadership Stakeholder collaboration within function Adoption support (Achieving adoption metrics) Business process optimization Maintain a pulse on evolving business requirements and identify opportunities to improve workflows, efficiencies, and user experience. (SLA performance) Promote CRM best practices and operational consistency across teams. Essential Requirements: Bachelor’s degree. 2&#43; years of experience in CRM platforms, including adoption, omnichannel engagement, large-scale implementations, and system integrations (e.g., Salesforce, Veeva, or equivalent). Functional, operational knowledge. Strong understanding of sales processes and workflows Strong commitment to customer success and user experience. <span st