Senior Manager, CRM Product Management
About this role
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📋 Description
- Lead the design, development, enhancement, and support of self-service products
- Drive product strategy, roadmap execution, and adoption of self-service and agentic capabilities
- Collaborate with stakeholders to transform traditional service models into customer-centric digital experiences
- Manage the lifecycle of self-service products and digital solutions
- Define and prioritize product backlogs, business requirements, user stories, and enhancement requests
- Lead initiatives to implement agentic customer experiences leveraging Salesforce and AI technologies
- Oversee ongoing support and continuous improvement of self-service products and agentic capabilities
- Maintain product roadmaps, release schedules, and enhancement pipelines
🎯 Requirements
- Bachelor's degree in Business, Information Systems, Computer Science, Engineering, or related field
- Typically 8+ years of experience in product management, digital transformation, customer experience, Salesforce solutions, or related fields
- 3+ years of leadership experience managing product or cross-functional teams
- Demonstrated experience delivering enterprise self-service and customer engagement solutions
- Experience with Salesforce Experience Cloud, Service Cloud, Digital Engagement, and customer portal technologies
- Experience implementing AI-enabled customer experiences, conversational AI, intelligent automation, or agentic solutions preferred
- Experience working in Agile, Scrum, or SAFe delivery environments
🏖️ Benefits
- medical, dental, and vision care
- backup dependent care
- adoption assistance
- infertility coverage
- family building support
- behavioral health solutions
- paid parental leave
- paid caregiver leave
- training programs
- professional development resources
- mentorship programs
- employee resource groups
- volunteer activities
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