IT Business Relationship Manager

Job role: IT Business Relationship Manager
Location: Alameda, CA (onsite 5 days)


Position Summary

We are seeking an experienced IT Business Relationship Manager (BRM) to support the Electronic Consumer Call Center (EC3) Salesforce application within ADC.

EC3 is a US-based customer engagement platform used by ADC Customer Service teams to support FreeStyle Libre consumers through non-complaint, non-technical interactions. The platform enables electronic voucher (eCard) issuance, program enrollment, customer opt-ins, and campaign outreach, and is expanding to support Key Account Management (KAM) for Health Systems and Market Access. The IT BRM serves as the primary interface between Business and IT, ensuring EC3 continues to deliver value, operates compliantly, and evolves in alignment with ADC business priorities.

Primary Responsibilities
Business Partnership & Engagement
Serve as the primary IT partner for EC3 business stakeholders across Customer Service, Commercial Programs, Market Access, and Key Account Management.
Build strong working relationships with business leaders and operational teams to understand priorities, challenges, and success metrics.
Act as a trusted advisor, helping business partners leverage EC3 capabilities to meet consumer engagement goals.
Application Ownership (EC3)
Provide end-to-end business-facing ownership for the EC3 Salesforce application.

Ensure alignment between business objectives and EC3 capabilities, including:
o Account Management (Business & Person Accounts)
o Case Management (multiple intake channels)
o eCard issuance and third-party fulfillment
o Campaigns, Knowledge, and Reporting

Support the expansion of EC3 into broader CRM capabilities for KAM users.
Demand, Delivery & Release Management
Intake, assess, and prioritize business demand in partnership with stakeholders.
Translate business needs into clear requirements and priorities for IT delivery teams.

Partner with Product Managers, Business Systems Analysts, and Salesforce Dev/Ops teams to:

o Review requirements and solution designs
o Support UAT and business acceptance
o Drive timely and high-quality delivery

Support a multi-release annual delivery cadence using Agile and hybrid methodologies.

Operational Excellence & Change Management

Monitor EC3 operational performance from a business impact perspective (agent efficiency, case handling, eCard processing).
Partner with IT Ops, SQA, and Business teams to identify trends, risks, and improvement opportunities.
Lead business-side change management, including communications, readiness, and training coordination.

Compliance, Risk & Security
Ensure EC3 operates in alignment with Abbott policies, data privacy standards, and security controls.
Maintain awareness of regulated/non-quality system boundaries and support compliant decision-making.
Balance business needs with risk management and technical constraints.
Required Qualifications
Bachelor s degree in Information Systems, Business, or related discipline.

7 years of experience in IT Business Relationship Management, IT Business Partnering, Product Ownership, or Application Management roles.
Hands-on experience supporting Salesforce platforms, preferably Service Cloud.
Experience working in healthcare, life sciences, or other regulated industries.
Demonstrated ability to work effectively with onshore and offshore delivery teams.
Preferred Qualifications
Experience supporting:

o Call center or consumer engagement platforms
o Digital voucher, incentive, or eCard programs
o Pharmacy, payer, or Medicare / Medicaid-related workflows

Salesforce certifications (Administrator, Service Cloud Consultant, or equivalent).
Experience supporting CRM expansion to enterprise or Key Account Management use cases.

Key Competencies
Strong stakeholder management and communication skills.
Ability to translate complex business needs into actionable IT priorities.
Comfortable operating in fast-paced, multi-priority environments.
Strong problem-solving, organization, and decision-making skills.