Senior Product Manager, CRM Tools and Infrastructure

Senior Product Manager Tools and Infrastructure - Service

 

Position Summary:  We are looking for a seasoned CRM product manager with experience developing and implementing enterprise CRM solutions in contact centers for large financial services organizations.  Successful candidate will possess strong management, communications, leadership, influencing, and problem-solving skills. Desired candidate is someone who thrives in a team-oriented, results-oriented, and customer-focused environment, welcomes challenge, embraces change, is creative, can learn fast, and works well under tight deadlines. 

 

This Senior Product Manager will guide the development, implementation and ongoing product management of all Customer Service CRM and related applications.

 

Duties & Responsibilities:  Candidate must be able to work with senior management, assess customer service needs, effectively communicate with sales force, identify cost saving opportunities, manage product lifecycles, define detailed business and product specifications, and work within a cross-functional team (technology, operations, customer service, sales, marketing, and business) to manage an end-to-end rollout of projects. 

Candidate must be highly motivated, extremely organized, detail-oriented and possess outstanding presentation, communication and customer service skills. 

 

Key responsibilities for this job are:

? Evaluate customer service and contact center CRM needs, analyze and evaluate the current applications, and externally available solutions to define and execute an effective CRM solutions roadmap.

? Define business and product requirements to enhance and build the E*TRADE CRM platform.  Requirements must address the needs of customer service, trading, operations, marketing and sales.

? Write business and functional requirements necessary to develop new work tools and CRM solutions or enhance existing programs to improve the customer service experience, Contact Center performance, workforce management, operational efficiencies, and the tracking and reporting of key metrics.

? Work closely with technology to design the solutions needed, and to manage rollout of products and tools in a planned and timely manner.

? Identify necessary reports, metrics, and analysis to measure the effectiveness and validate the success of projects completed.

? Provide project management for the development, testing and launch of new products and enhancements to existing product and solutions.

? Manage and motivate team members.

 

Qualifications: 

? Experience working with financial services contact center CRM products and solutions to deliver a first class customer experience.

? Experience with the management of proprietary and off the shelf applications to provide an integrated suite of CRM solutions addressing the needs of multiple lines of business.

? Experience with Business Objects or other business intelligence solutions and/or demonstrated understanding of relational databases and complex financial service customer data models.

? Experience working with telecom solutions, VOIP and CTI.

? Demonstrated ability to deliver

? A comprehensive understanding of product and project management practices.

? Hands-on/ team-player attitude toward tackling tactical as well as strategic work. Proven teamwork skills to help deliver on-time product and project results.

? Five plus years of experience as a product manager in a financial services firm and/or expertise with CRM development and contact center solutions. Candidates should be able to clearly articulate key business objectives, and primary metric measures for solutions success.

? Strong analytics, strategic thinking and consumer empathy a must.

? Excellent written, oral, and presentation skills. 

?  MBA preferred. BA/BS in business, management, engineering or related field required.