Retention and Monetization Manager
SkyShowtime
Product Analyst, CRM and Customer Experience
BayRock Labs
contract
Posted on:
Location Type: Hybrid
Location: Santa Clara • California • 🇺🇸 United States
Visit company websiteSalary
💰 $80 - $95 per hour
Job Level
Mid-LevelSenior
About the role
- Develop product requirements (PRDs), user stories, and acceptance criteria that capture business needs across CRM, customer care, and digital channels.
- Build detailed process flows and customer journey maps for ownership experience, roadside assistance, and communication channels (Calls, WhatsApp, SMS, Email).
- Partner with Product Managers to scope solutions, refine backlogs, and align dependencies across Salesforce, Contact Center, and digital platforms.
- Support UAT planning, test case design, and execution to ensure business needs are validated.
- Coordinate with operations, finance, compliance, and engineering to ensure solutions are scalable and regulatory-aligned.
- Assist with vendor evaluations, competitive benchmarking, and requirements consolidation for cross-functional projects.
- Prepare executive-ready documentation (workflows, requirements, status updates, decision logs) to support stakeholder alignment.
Requirements
- 4–6 years of product or business analysis experience, preferably in CRM, customer care, or digital product ecosystems.
- Demonstrated ability to create structured PRDs, process flows, and user stories that enable clear execution.
- Strong experience supporting system integration projects (CRM, contact center, mobile app, or portal).
- Familiarity with Salesforce CRM; exposure to contact center tools (e.g., Talkdesk) or middleware (e.g., Workato) is a plus.
- Excellent communication and stakeholder management skills, with ability to synthesize complex requirements for both technical and business audiences.
- Proven ability to manage multiple parallel workstreams in fast-paced, cross-functional environments.
- Bachelor’s degree in Business, Information Systems, or related field (or equivalent practical experience).
Benefits
- Collaborative, inclusive culture
- Professional growth
- Work-life balance
- Hybrid (Newark, California, US)
ATS Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
product requirementsuser storiesacceptance criteriaprocess flowscustomer journey mapsUAT planningtest case designsystem integrationSalesforce CRMcompetitive benchmarking
Soft skills
communication skillsstakeholder managementsynthesizing complex requirementsmanaging multiple workstreamscross-functional collaboration
