Associate Director, Customer Master & Identity Products

Title: Associate Director, Customer Master & Identity Products Location: Remote (United States)

The Opportunity

We are seeking an Associate Director, Customer Master & Identity Products to report to the Director of Commercial & Medical Data Solutions and support our Commercial and Medical organizations as we prepare for commercialization. This role will own foundational customer data products that establish trusted identities and relationships for healthcare professionals (HCPs) and healthcare organizations (HCOs).

You will own the product roadmap for HCP Master, HCO Master, and Customer Affiliations, ensuring authoritative customer identity and structure can be reliably consumed by CRM, analytics, omnichannel, consent and preference capabilities, and other downstream solutions. You will also establish reusable data structures, interfaces, and integrations that create the foundation for continued Customer360 expansion while preserving clear ownership boundaries for customer identity and profile intelligence.

The ideal candidate brings strong data product management experience, technical fluency, and deep familiarity with pharmaceutical customer data, including HCP/HCO mastering, identifiers, entity resolution, affiliations, hierarchies, and data quality. You thrive in an emerging biopharma environment, building reusable capabilities from the ground up while balancing consumer needs, governance standards, and long-term scalability. Key responsibilities include:

• Define and manage the product strategy, roadmap, priorities, adoption, and lifecycle for Customer Master & Identity products, initially including HCP Master, HCO Master, and Customer Affiliations.

• Partner with Commercial, Medical Affairs, Field Operations, Digital/Omnichannel, Analytics & Insights, and other consumers to understand how customer identity and organizational relationships support business workflows and decisions.

• Translate consumer needs into clear product outcomes, prioritized requirements, acceptance criteria, interfaces, data contracts, and consumption patterns.

• Establish the foundational customer data structures, identifiers, crosswalks, interfaces, and integration requirements that enable Customer360, CRM, consent and preference, omnichannel, analytics, and other downstream products to reliably consume authoritative HCP/HCO identity and organizational relationships.

• Partner with Product Managers responsible for Customer360, omnichannel, consent and preference capabilities, analytics, and other consuming products to define reliable product-to-product interfaces and quality expectations without duplicating authoritative customer identity data.

• Work with Customer & Organization domain leadership and data stewardship to translate approved definitions, mastering standards, and business rules into product requirements, escalating proposed semantic or policy changes through the appropriate governance process.

• Define and monitor meaningful product quality and service measures, including identity resolution performance, false-merge risk, affiliation accuracy, completeness, timeliness, and downstream usability.

• Partner with Data Engineering and Information Systems to deliver scalable customer data models, integrations, and reusable services across source systems, external data providers, mastering capabilities, and downstream consumers.

• Coordinate product releases, consumer acceptance, metadata, lineage, documentation, change communication, adoption, known limitations, and retirement of redundant customer-data outputs.

• Manage data and technology vendor performance against agreed product requirements, data quality expectations, and service levels in partnership with accountable contract owners.

• Use product performance, consumer feedback, quality trends, and usage patterns to continuously improve the portfolio and identify opportunities for automation and AI-assisted data quality, identity-resolution, and product-discovery capabilities.

Required Skills, Experience and Education

• Bachelor's degree (or equivalent experience) in business, information systems, computer science, analytics, life sciences, engineering, or a related field.

• 7+ years of relevant experience in Data Product Management, Product Management, Customer Master Data, Commercial Data, Data Management, or related roles, with demonstrated ownership of reusable data products beyond initial implementation.

• Strong understanding of pharmaceutical customer data, including HCP and HCO identities, identifiers, crosswalks, affiliations, hierarchies, entity resolution, and master-data concepts.

• Experience managing product roadmaps, prioritizing competing consumer needs, defining acceptance criteria, and driving adoption and lifecycle improvements.

• Practical knowledge of master-data concepts including matching, merging, survivorship, source precedence, relationship management, and data-quality tradeoffs.

• Experience defining or supporting foundational customer data models, interfaces, APIs, data contracts, or integration patterns used by downstream Customer360, CRM, analytics, omnichannel, or customer-intelligence capabilities.

• Strong understanding of data quality, metadata, lineage, governance, and the distinction between product-level ownership and domain-level semantic authority.

• Comfort using SQL, data profiling, or equivalent analytical methods to investigate product quality, validate requirements, and support issue resolution.

• Experience working with external customer-data providers, master-data vendors, or technology partners and translating business needs into measurable product and service expectations.

• Ability to collaborate effectively with Data Engineering, Information Systems, Analytics & Insights, data stewardship, governance, Privacy/Security partners, and business consumers in a regulated environment.

Preferred Skills

• Experience managing HCP/HCO master data, customer identity, affiliation, or hierarchy products within pharmaceutical or biotechnology Commercial and/or Medical organizations.

• Experience establishing HCP/HCO master data, identity, or affiliation capabilities that serve as authoritative foundations for Customer360, customer intelligence, CRM, omnichannel, or analytics products.

• Experience integrating customer identity products with consent and preference management, CRM, omnichannel, or marketing technology capabilities while maintaining clear source-of-truth boundaries.

• Experience with oncology, specialty pharmaceutical commercialization, or an emerging biotechnology organization preparing for launch.

• Experience applying automation, advanced analytics, or AI-assisted techniques to data-quality, identity-resolution, metadata, or product-management workflows.

• Experience supporting customer data products across multiple business functions or geographic markets.

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