Manager, Commercial Technology & Digital Solutions

The Position

The Manager, Commercial Technology, is a hands-on role responsible for the daily operation of commercial platforms, reporting, marketing technology, and brand websites.

The role provides technology support as the company expands into ex-U.S. regions. This includes preparing platforms, data flows, websites, reporting, and support processes for new markets while working with regional teams and local requirements. The Manager will bring selected vendor-managed work in-house through practical knowledge transfer and phased handovers.

This role is based in Pasadena, California, with an expectation to be in office 5 days a week.

Responsibilities

Websites and Marketing Technology

• Coordinate updates to Corporate, HCP, patient, caregiver, and product websites, including content changes, testing, publishing, and post-release checks.
• Support privacy notices, cookie consent, accessibility testing, and market-specific website requirements with Legal, Privacy, Compliance, and IT.
• Support marketing automation, approved email, digital asset management, campaign tools, and their connections to CRM and customer data.

• Coordinate audience files, consent and suppression checks, campaign setup, testing, deployment, and performance reporting with Marketing and vendors.

Ex-U.S. Expansion Support

• Work with regional Commercial, Marketing, Medical, Legal, Compliance, Privacy, and IT teams to gather technology requirements for market entry and ongoing operations.
• Configure or coordinate changes to commercial platforms, customer data, integrations, access, workflows, and dashboards for new regions.
• Support the launch and ongoing operation of regional and localized websites, including content updates, analytics, consent tools, and release coordination.
• Coordinate testing and issue resolution across time zones, vendors, and regional teams before and after launch.

• Document region-specific configurations, data sources, operating procedures, and support contacts so new markets can be supported reliably.

Reporting and Analytics

• Build, update, and troubleshoot Power BI dashboards and reports for commercial teams and leadership.
• Validate reporting data against source systems and resolve recurring data quality issues with business and technical owners.
• Maintain report definitions, refresh schedules, access, and documentation.
• Develop reporting for new products and ex-U.S. regions, accounting for local data sources, market definitions, and regional reporting needs.

Vendor Oversight and In-House Transition

• Run vendor status meetings, review backlogs and release calendars, verify completed work, and track service levels and issues.
• Maintain an inventory of vendors, contracts, platforms, integrations, accounts, licenses, and vendor responsibilities.
• Obtain and document company access to administrative accounts, domains, hosting, CMS tools, analytics properties, tag managers, code repositories, and data.
• Work alongside vendors to learn recurring tasks, create runbooks, and confirm internal readiness before each handover.
• Take over agreed activities in phases, monitor service quality, and escalate gaps promptly.

Project and Business Support

• Maintain project plans, action logs, testing schedules, and communications for enhancements, website releases, campaigns, and integrations.
• Coordinate user acceptance testing, document defects, follow through on fixes, and communicate release impacts.
• Support technology readiness for product launches and growth in the U.S. and ex-U.S. regions.
• Partner with the Executive Director of AI & Enterprise Data Management on practical automation and AI pilots, including workflow documentation, testing, and user adoption.
• Train business users and internal team members on platforms, reports, and operating procedures.

Other Responsibilities

• Provide backup administration for Veeva Commercial CRM, PromoMats, and MedComms, including access requests, basic configuration, testing, releases, and issue triage.
• Provide backup support for ZS ZAIDYN platform and commercial data management as needed.
• Maintain configuration records, release notes, runbooks, and support documentation.

Requirements

• Bachelor's degree in Computer Science, Information Systems, Life Sciences, Engineering, Business, or a related field.
• 5+ years of experience supporting commercial technology, analytics, marketing operations, or business systems in biotechnology, pharmaceuticals, or life sciences.
• Hands-on experience administering platforms, investigating data or integration issues, coordinating releases, and supporting users.
• Experience with CMS, website releases, web analytics, or marketing technology platforms.
• Experience managing vendors and tracking deliverables, service levels, and costs.
• Familiarity with pharmaceutical promotional review processes and digital content controls.
• Strong documentation, project coordination, and communication skills.

Preferred

• Experience supporting regional or international commercial technology launches.
• Experience taking over operational work from an agency or technology vendor.
• Working knowledge of APIs, HTML/CSS, web tagging, accessibility testing, and automation.
• Experience supporting Salesforce platform for commercial capabilities.