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Tier-1 brand and popular product title increase competition, though CRM specialization moderates applicant density.
CRM-focused product operations needs domain-specific experience but is transferable across industries, so medium sensitivity.
Explicit 7+ years, mandatory CRM/platform expertise and leadership make shortlisting highly selective.
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Lead and manage India-based Customer Journey Product Operations and Application Support team, including hiring, coaching, and performance management.
Establish and operate a 24x7 support model for sales tools ensuring SLA adherence, incident management, and uptime targets.
Partner with global product managers and business stakeholders to optimize CRM and sales processes (lead management, opportunity lifecycle, pipeline hygiene) and promote standardization.
Bachelor’s degree in Computer Science, Information Systems, Engineering, or related field, or equivalent experience.
7+ years in CRM, Sales Technology, or Application Support roles with at least 3 years of people management experience.
Hands-on experience with enterprise CRM platforms (Salesforce, Dynamics, HubSpot) and sales tools; proven experience in 24x7 or follow-the-sun support models.
Work Experience Required: 7+ years including leadership; Notice Period: Not explicitly mentioned in the JD.
Experienced in leading cross-functional, global teams supporting critical sales/CRM applications in a B2B environment with multiple time zones.
Strong operational focus including incident, problem, change management, KPI/dashboard management, and governance in CRM configurations.
Comfortable working within structured frameworks like ITIL and using analytics/BI tools (Power BI, Tableau) to drive operational improvements.