Sr. AI Product Manager- CRM Portals and Apps

GSK remains committed to achieving bold commercial ambitions for the future. By 2031, we aim to deliver £40 billion in annual sales, leveraging our existing strong performance momentum to significantly increase our positive impact on the health of billions of patients globally. Our Ahead Together strategy is centred on early intervention to prevent and alter the course of disease, thereby protecting people and supporting healthcare systems. Our diverse portfolio consists of vaccines, specialty medicines, and general medicines. Through continuous innovation and a dedicated focus on scientific and technical excellence, we strive to develop and launch new, groundbreaking treatments that address critical health challenges.

Position Summary You will lead the vision and delivery of an AI-first patient services platform across CRM, patient portals, and mobile apps. You will identify, validate, and scale AI use cases that improve access, adherence, and support for patients and their care teams. Partnering closely with clinical, patient services, data/ML, privacy, security, and engineering teams, you will shape product strategy, define AI-enabled capabilities, and deliver safe, compliant, and high-impact solutions. We value outcome-driven thinking, clear communication, and an experimentation mindset. This role offers visible impact, growth, and the chance to help unite science, technology, and talent to get ahead of disease together

Responsibilities This role will provide YOU the opportunity to lead key activities to progress YOUR career. These responsibilities include some of the following:

• Own the AI-first product strategy and roadmap for CRM, patient portals, and mobile apps that support patient services, sequencing traditional and AI capabilities to maximize patient and business value.
• Discover, prioritize, and validate AI use cases (e.g., intelligent triage, next-best-action, conversational support, personalization) grounded in real patient, HCP, and support-staff needs.
• Translate problems into clear product requirements by writing high-quality user stories, acceptance criteria, and success metrics for both conventional and AI/ML features (including data, model, and experience requirements).
• Partner with UX and research teams to design and test human-centered AI experiences, running concept tests and usability studies with patients, caregivers, providers, and support staff.
• Work closely with data, ML, and engineering teams to design data pipelines, model integration, and APIs, ensuring robust performance, observability, and safe human-in-the-loop workflows.
• Embed privacy, security, and responsible AI practices into product design, ensuring solutions comply with PHI handling, regulatory requirements, and internal governance (e.g., consent, data minimization, explainability, bias mitigation).
• Define and monitor product and AI performance metrics, including patient experience, operational efficiency, model quality, and adoption, using insights to drive iterative improvement and experimentation.
• Lead cross-functional teams and vendor partners to deliver AI-enabled releases on time and within scope, from discovery and design through build, testing, go-live, and change management.
• Drive adoption and change by partnering with patient services, field teams, and operations to define rollout plans, training, feedback loops, and continuous improvement for AI-powered workflows.

• Bachelor's degree or equivalent experience in product management, computer science, data/AI, healthcare, or a related field.
• 5+ years of product management experience building CRM, portals, or mobile applications in healthcare or other highly regulated industries.
• Hands-on experience with Agile: writing user stories, prioritizing backlogs, and partnering with cross-functional Agile delivery teams.
• Knowledge of CRM platforms and APIs, and experience integrating systems across data, identity, and authentication.
• Understanding of health data privacy and security requirements (for example HIPAA) and experience applying them to digital product design.
• Experience with Salesforce Health Cloud, Salesforce CRM, or similar healthcare CRM platforms.
• Demonstrated experience identifying, delivering, and iterating on AI use cases within patient services or adjacent healthcare workflows (e.g., chatbots, intelligent routing, personalization, predictive insights).
• Experience with patient support programs, specialty pharmacy workflows, or hub services, and the associated operational and regulatory considerations.

Preferred Qualification If you have the following characteristics, it would be a plus

• Experience with interoperable health standards and APIs (for example FHIR) and common health information exchange patterns.
• Proven ability to influence and align senior stakeholders around AI-driven product strategies and trade-offs in regulated settings.
• Experience managing external vendors, SaaS platforms, or platform migrations, particularly where AI capabilities are part of the solution.
• Background in analytics and experimentation, including defining product and model KPIs, setting up tests (A/B or similar), and using data to inform roadmap decisions.
• Certifications or training in Agile, product management, AI/ML, or privacy/compliance (for example, CPO, CIPP, product or AI certifications).

Uniting science, technology and talent to get ahead of disease together. GSK is a global biopharma company with a purpose to unite science, technology and talent to get ahead of disease together. We aim to positively impact the health of 2.5 billion people by the end of the decade, as a successful, growing company where people can thrive. We get ahead of disease by preventing and treating it with innovation in specialty medicines and vaccines. We focus on four therapeutic areas: respiratory, immunology and inflammation; oncology; HIV; and infectious diseases - to impact health at scale. People and patients around the world count on the medicines and vaccines we make, so we're committed to creating an environment where our people can thrive and focus on what matters most. Our culture of being ambitious for patients, accountable for impact and doing the right thing is the foundation for how, together, we deliver for patients, shareholders and our people., Please note that if you are a US Licensed Healthcare Professional or Healthcare Professional as defined by the laws of the state issuing your license, GSK may be required to capture and report expenses GSK incurs, on your behalf, in the event you are afforded an interview for employment. This capture of applicable transfers of value is necessary to ensure GSK's compliance to all federal and state US Transparency requirements. For more information, please visit the Centers for Medicare and Medicaid Services (CMS) website at https://openpaymentsdata.cms.gov