Director of Product Management

Title and Summary

Director, Product Management

Job Overview

We are seeking a strategic and execution-oriented Director of Product Management to lead the vision, roadmap, and delivery of core CRM platforms that power global customer support operations.

This role owns the end-to-end product strategy for CRM capabilities across the Salesforce ecosystem and contact center technology stack, driving scalable, compliant, and insight-driven support experiences. The Director will play a critical leadership role in modernizing support platforms, enabling agent productivity, and integrating AI-driven capabilities across voice, chat, and digital channels.

The ideal candidate brings deep expertise in CRM platforms, contact center technologies, and Salesforce Service Cloud, with a strong understanding of customer support operations, case management, and enterprise service delivery.

Reports To

VP, Product Management

Major Accountabilities

Own CRM Platform Strategy & Roadmap

- Define and drive the product vision, strategy, and roadmap.

- Align platform investments to business outcomes including case volume reduction, agent productivity, FCR improvement, and cost efficiency.

Lead Platform Modernization & Integration

- Drive evolution of CRM platforms across Salesforce Service Cloud, IVR, Telecom integrations, and omnichannel support systems.

- Ensure seamless integration across voice, chat, digital, and self-service channels, including AI-enabled workflows and automation.

Customer Support Product Leadership

- Translate support operations needs (case management, routing, knowledge, automation) into scalable product capabilities.

- Partner with Care, Operations, and Delivery teams to enable consistent, high-quality customer experiences globally.

Salesforce Ecosystem Ownership

- Lead platform design and enhancements within the Salesforce ecosystem, including Service Cloud, data models, workflows, and integrations.

- Ensure alignment with enterprise architecture, security, and compliance requirements.

Drive Execution & Delivery Excellence

- Own the full product lifecycle: discovery, prioritization, development, release, and optimization.

- Partner closely with Engineering, Architecture, and UX to deliver high-quality, scalable solutions.

Data-Driven Decisioning & Performance Management

- Define and track KPIs across CRM platforms (e.g., case handling time, deflection, agent efficiency, CSAT).

- Leverage analytics and operational insights to prioritize roadmap and continuously improve outcomes.

Stakeholder & Executive Alignment

- Engage senior stakeholders across Product, Technology, Care, and Risk to ensure alignment on priorities, trade-offs, and outcomes.

-Communicate strategy, progress, and impact at executive and SteerCo levels.

Team Leadership & Talent Development

- Lead and mentor a team of product managers, driving clear ownership models, accountability, and high performance.

- Foster a culture of customer-centricity, data-driven decisioning, and operational excellence.

Education (Preferred)

Bachelor's degree in a relevant field

MBA or technical degree preferred

Knowledge / Experience (Preferred)

* 15+ years of product management experience, with 7+ years in leadership roles

* Deep experience with CRM platforms, including Salesforce Service Cloud

* Hands-on experience with contact center technologies (IVR, Telecom, routing, agent desktop, case management)

* Strong understanding of customer support operations and service delivery models

* Proven track record delivering enterprise-scale CRM or support platforms

* Experience working within the Salesforce ecosystem (Service Cloud, integrations, workflows, data models)

* Expertise in Agile delivery, backlog management, and cross-functional execution

* Strong executive presence with ability to influence across Product, Engineering, Operations, and Risk teams

Skills / Abilities

* Experience with AI/automation in support environments (agent assist, self-service, case deflection)

* Strong understanding of omnichannel support architectures (voice, chat, digital, mobile)

* Data-driven mindset with experience in analytics-driven product decisions

* Ability to operate in complex, global, and regulated environments

* Exceptional communication, prioritization, and stakeholder management skills

Working Conditions

* Requires collaboration across globally distributed teams and time zones

Why Join Us

* Lead transformation of core CRM platforms powering global customer support

* Drive measurable impact on customer experience, operational efficiency, and scalability

* Partner with senior leadership on AI, automation, and platform modernization initiatives