What You Will Bring

·      Minimum 8 years progressive experience in a product, customer or dealer experience environment, with a focus on digital platforms including 3-5  years in a Product Manager role (preferably in the CRM or customer service domain.

·         Minimum 3 years supervisory experience.

·         Proven experience owning strategy and outcomes, designing and optimizing engagement or lifecycle programs across customer experiences

·         Experience working in a product-based organization and Agile/Scrum environment.

·         Bachelor’s degree in Business Administration, Marketing, Computer Science, or related field.

·         MBA or relevant advanced degree a plus.

·         Certified Scrum Product Owner (CSPO) or equivalent Agile certification preferred.

·         Salesforce certifications (such as Salesforce Administrator or Service Cloud Consultant) preferred

·         Demonstrates leadership skills with excellent verbal and written communication abilities to engage both technical and non-technical stakeholders.

·         Proven ability to drive teams and clearly articulate a product vision.

·         Deep understanding of CRM systems and customer service processes

·         Strong knowledge of Salesforce Service Cloud capabilities and familiarity with legal CRM platforms

·         Able to guide technical teams by understanding platform features and limitations.

·         Proven ability to plan and manage complex projects.

·         Skilled in Agile methodologies (Scrum/Kanban), including writing user stories, defining acceptance criteria, and prioritizing backlog items.

·         Experience using project management and collaboration tools (e.g., JIRA, Azure DevOps) to track progress and communicate milestones.

·         Strong strategic thinking to align product development with business goals.

·         Strong stakeholder management capabilities in a matrixed environment.

·         Ability to successfully manage, train, develop and mentor direct reports.

·         Strong written and verbal communication skills including ability to present to leadership.

·         Excellent problem-solving and analytical skills to make data-driven decisions on features and enhancements.

·         Capable of balancing short-term deliverables with long-term product strategy.

·         Experience driving organizational change and user adoption for new technology solutions.

·         Highly adaptable and flexible in managing priorities within fast-paced, dynamic environments.

·         Ability to adjust priorities to respond to shifting business needs while maintaining focus on delivering value.

·         Proven track record of building strong partnerships and collaborating effectively with cross-functional teams, developers, UX designers, QA, and  third- party vendors or consultants, to achieve shared objectives.

·         Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).

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