Product Manager

• Define and evolve the CRM product vision for service enablement, aligned to post-purchase journey goals and business outcomes.
• Partner with Journey Managers to ensure CRM capabilities support the execution and continuous improvement of service and support journeys.
• Stay attuned to service trends, customer expectations, and competitive benchmarks to inform product direction.
• Establish a persona-based CRM platform that supports differentiated service experiences and drives internal adoption across service roles.
• Collaborate with Experience Design Architects to ensure CRM capabilities align with service blueprints and experience architecture.
• Work with Product Designers to translate experience strategy into tangible workflows, UI/UX, and technical product designs for service agents and support teams.
• Partner with customer care, operations, and digital teams to capture requirements and prioritize enhancements that improve resolution speed, satisfaction, and efficiency.
• Lead product development from discovery through delivery, including backlog management, sprint planning, and release communication.
• Ensure CRM integrations with knowledge bases, case management, field service, logistics and escalation tools are seamless and scalable.
• Track adoption and impact using KPIs such as case resolution time, first contact resolution, CSAT, and agent productivity.
• Define and maintain a CRM data strategy that supports a 360° customer view and enables AI/ML-driven insights for service personalization and automation.
• Ensure data quality, governance, and analytics capabilities support proactive service, escalation management, and customer retention.
• Partner with enablement and change teams to drive adoption of CRM capabilities across service and support teams.

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