Senior Product Manager - Vault CRM - Service Center

Team: Product Management & Alliances - NA

Location: Massachusetts - Boston

Commitment: Full-Time

Workplace Type: remote

The Role

What You’ll Do

Contribute to the Service Center Roadmap: Own the strategy and delivery of functionality specific to service and contact center processes 
Collaborate Across Product Teams: Partner with the wider Vault CRM PM organization to incorporate service and contact center requirements into the core platform. You will ensure that core capabilities are optimized for service and contact center users.
Industry Representation & Thought Leadership: Evangelize products and become the subject matter expert for internal audiences, external customers, and market facing communications
Requirement Synthesis: Translate the nuances of the service and contact center processes into detailed functional and technical specifications.
AI & Intelligent Orchestration: Partner with the AI PM team to build agents that help service and contact center reps utilize CRM efficiently and effectively.
Full Lifecycle Management: Work with UX, engineering, QA, and services teams to guide features from initial concept and design to global release and customer adoption.

Requirements

5+ years of product management experience in the Service/Contact Center or CCaaS software industry
Experience in researching and understanding customer and market requirements to develop short and long term product roadmaps and plans 
Experience developing configurable enterprise SaaS solutions in an agile environment
Experience writing detailed user stories and managing a feature backlog
Track record of effectively collaborating with engineering/QA to define, design, and deliver product
Ability to understand and communicate architectural requirements, preferences, and limitations
Experience interacting with customers, development, and consulting teams, both local and remote.
Ability to work independently in a fast-paced environment, with little direct supervision. 
Strong communication skills: written, verbal, and formal presentation
A strong sense of professional ethics

Nice to Have

Experience with conversational AI, recommendation engines, or large language models (LLMs)
Experience with configurable enterprise SaaS solutions.
Prior exposure to the Veeva Vault Platform.
Background in software development or computer science.

Interviewing with Veeva

We value your time and believe in a transparent hiring process. Here is the process you can expect.

Follow the application process and submit your resume.

Within 3 days, you will receive a link to a personality assessment administered by a third party.

Once you complete the assessment, our team will review your full application package and follow up via email with our decision.

If moving to the interview stage, the process is as follows:

1. A conversation with the hiring manager
2. A practical case exercise
3. A final conversation with our group's Senior Leader.

Once all interviews are complete, the manager will be in touch with a final decision.

Perks & Benefits

Medical, dental, vision, and basic life insurance
Flexible PTO and company paid holidays
Retirement programs
1% charitable giving program

Compensation

Base pay: $120,000 - $200,000
The salary range listed here has been provided to comply with local regulations and represents a potential base salary range for this role. Please note that actual salaries may vary within the range above or below, depending on experience and location. We look at compensation for each individual and base our offer on your unique qualifications, experience, and expected contributions. This position may also be eligible for other types of compensation in addition to base salary, such as variable bonus and/or stock bonus.

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