Manager – ERC Innovation Product Assurance

Product Operations & Support

• Provide operational support for assigned ERC products, including user queries, service requests and coordination of product-related issues.
• Monitor support trends, user feedback, open defects and enhancement requests to support prioritization and continuous improvement.
• Support incident, change and release activities in partnership with IT/digital teams, vendors, Business/System Owners and business stakeholders.

Testing & Release Assurance

• Execute and coordinate testing for defect fixes, enhancements, configuration and workflow updates, integrations and new functionality across assigned products.
• Prepare and execute test cases in appropriate test environments, document outcomes and run readiness checks before production deployment.
• Help maintain practical testing standards and structured test records for product changes.

Stakeholder Coordination

• Coordinate with Business/System Owners, GPOs, Business Coordinators, vendors and IT/digital teams to keep communication clear and follow-up on product changes tight.
• Track actions on defects, enhancements, release items, user feedback, training needs and operational improvements.
• Support structured discussions with process and business stakeholders to understand requirements, clarify impacts and confirm operational readiness.

Configuration & Administration Support

• Support product configuration and administration, including master data maintenance, user onboarding/offboarding, access management coordination, organizational unit updates and activity/category changes.
• Maintain configuration documentation, operating procedures, release documentation and support records.
• Escalate technical, functional or data issues to the right owners and follow through to resolution.

User Enablement, Reporting & Continuous Improvement

• Develop and maintain training materials, quick reference guides, user communications, knowledge articles and product support content.
• Provide functional guidance to users on business processes and product usage, under the guidance of the relevant Business/System Owner or Product Owner.
• Build and maintain dashboards, KPIs, Power BI reports and operational insights covering product support, adoption and service quality.
• Identify automation, simplification and productivity opportunities, including AI-enabled ones, to improve user experience and product effectiveness.

Essential Requirements

• 8+ years of experience in product operations, business applications support, service management, digital product support or technology-enabled business processes.
• Proven experience supporting enterprise products and platforms, working across business, technology, vendor and operational teams in a global environment.
• Hands-on experience in testing, defect management, release support, incident management, change management, application support or platform operations.
• Experience coordinating cross-functional stakeholders and driving follow-up on system enhancements, operational improvements and user adoption.
• Experience creating and interpreting KPIs, dashboards, Power BI reports and operational metrics.
• Strong stakeholder management, communication, problem-solving, planning and organizational skills.
• University degree or equivalent experience in Business, Technology, Operations, Life Sciences or a related discipline.

Desirable Requirements

• Understanding of Ethics, Risk & Compliance processes and how they are supported by digital products.
• Understanding of the pharmaceutical industry and its business context.
• Experience with enterprise workflow platforms, ServiceNow, Power BI, Excel or AI-enabled solutions.