Senior Manager, CRM Product Management

This is a fully remote position, open to applicants in Texas.

📋 Description

• Spearhead the design, development, enhancement, and support of self-service offerings.

• Propel product strategy, execution of the roadmap, and the adoption of self-service and agentic functionalities.

• Partner with stakeholders to evolve traditional service models into customer-focused digital experiences.

• Oversee the lifecycle management of self-service products and digital solutions.

• Establish and prioritize product backlogs, business requirements, user stories, and requests for enhancements.

• Lead efforts to implement agentic customer experiences utilizing Salesforce and AI technologies.

• Supervise ongoing support and continual improvement of self-service products and agentic functionalities.

• Maintain product roadmaps, release timelines, and enhancement pipelines.

⛳️ Requirements

• A Bachelor's degree in Business, Information Systems, Computer Science, Engineering, or a related discipline.

• Generally, 8+ years of experience in product management, digital transformation, customer experience, Salesforce solutions, or similar fields.

• At least 3 years of leadership experience in managing product or cross-functional teams.

• Proven track record of delivering enterprise self-service and customer engagement solutions.

• Familiarity with Salesforce Experience Cloud, Service Cloud, Digital Engagement, and customer portal technologies.

• Preferred experience in implementing AI-enabled customer experiences, conversational AI, intelligent automation, or agentic solutions.

• Background in Agile, Scrum, or SAFe delivery methodologies.

🏝️ 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.