Senior Product Manager - Vault CRM Service Center

About the role

Veeva is seeking a Senior Product Manager to lead the global service and contact center vision within the Vault CRM ecosystem. You will shape the roadmap for Service Center features, ensuring the platform meets the complex needs of life‑science customers.

Key responsibilities

• Own the strategy and delivery of functionality specific to service and contact center processes.
• Partner with the broader Vault CRM product organization to integrate service requirements into core platform capabilities.
• Act as a subject‑matter expert and evangelist for Service Center solutions to internal and external audiences.
• Translate service workflows into detailed functional and technical specifications.
• Collaborate with the AI product team to build intelligent agents that assist reps.
• Guide features from concept through design, testing and global release with UX, engineering, QA and services teams.

Required profile

• 5+ years of product management experience in Service/Contact Center or CCaaS software.
• Proven ability to research market needs and create short‑ and long‑term product roadmaps.
• Experience delivering configurable enterprise SaaS solutions in an agile environment.
• Strong track record of writing user stories, managing backlogs and collaborating with engineering and QA.
• Excellent communication skills and ability to work independently in a fast‑paced setting.

Required skills

• AI agents and conversational AI.
• Telephony/CCaaS, WhatsApp and SMS integration.
• Configurable enterprise SaaS development.
• Agile development methodologies.
• Large language models (LLMs) and recommendation engines.
• Veeva Vault Platform knowledge.

What we offer

• Medical, dental, vision and basic life insurance.
• Flexible paid time off and company‑paid holidays.
• Retirement programs.
• 1 % charitable giving program.