Overview
Skills
Job Details
Job Summary: We are seeking a highly experienced and strategic Product Director to lead Client s Customer Relationship Management (CRM) strategy. The ideal candidate will have a proven track record of successfully managing and launching Salesforces CRM products using a product-oriented delivery model. This role requires a unique blend of business and technical savvy, a big-picture vision, and the drive to make that vision a reality.
Key Responsibilities:
CRM Product Strategy and Vision: Develop and communicate a clear CRM product strategy that aligns with and leverages Client s Salesforce platform. The product strategy will drive outcomes in areas like business development, contact center agent experience, and stakeholder engagement by exercising capabilities and feature across Agentic AI, core CRM, Personalization, Digital Outreach, and Data Management. The defined strategy is inclusive of functional and technical ownership. Outcomes of the product strategy should be aligned with established Objectives & Key Results (OKR) for both the Salesforce platform and functional lane.
Market Analysis: Conduct market research and competitive analysis to identify opportunities to strategically manage client s CRM capabilities with a forward-looking view. Use data-driven insights to inform product decisions and prioritize features.
Product Development: Engage in the entire product lifecycle, from ideation to launch and beyond. Work closely with cross-functional teams, including development, UI/UX design, and other product teams, to ensure successful product delivery. In partnership with client s Salesforce Technical Director and data integration functions harden reliable inbound and outbound integrations to maximize customer engagement data and teammate experience. Additionally, experience with IT change control capabilities is a plus.
Customer Focus: Champion the voice of the customer within the organization. Leverage user feedback to guide the continuous improvement of the product to enhance the user experience. This is done by being closely engaged with the business and client s stakeholder experience teams to understand current needs and articulating the art of the possible across client s Salesforce capabilities.
Performance Metrics: Using Objectives & Key Results (OKRs) ensure all work is calibrated to drive key performance indicators (KPIs) to measure the success of the product. Use OKRs to drive decision-making and optimize product performance.
Stakeholder Management: Build strong relationships with internal and external stakeholders. Communicate product updates and progress to cross functional leadership teams (inclusive of senior leadership) and other key business and IT stakeholder functions.
Qualifications:
Bachelor s degree in business, engineering, technology, or a related field. Advanced degree welcome but not required or related experience.
4-8 years of experience in product management, with demonstratable experience in leadership roles.
Certifications across multiple Salesforce products and execution experience required
Proven track record of successfully launching and managing products in a fast-paced environment.
Strong collaboration and problem-solving skills.
Excellent communication and interpersonal skills.
Ability to think strategically and execute tactically.
Experience with agile development methodologies.
Preferred Skills:
Experience in the healthcare, retail, and / or technology industry.
Familiarity with Salesforce s full suite of customer relationship management (CRM) products, Agentic and Einstein AI.
Strong understanding of market trends and customer needs across engagement capabilities across Salesforce and other industry products
Proficiency in Salesforce CRM tools, including Salesforce Data Cloud, Marketing Cloud, and Experience Cloud. Experience with Salesforce integrations, data management, and automation tools is highly desirable.
Experience with contact center solutions, including journey mapping, real-time reporting, sentiment analysis, and speech analytics. Familiarity with tools and features such as call center dashboards, interaction reporting, and text analytics is highly desirable