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Tier-1 brand and metro location increase applicant density, but senior CRM specialization moderates competition.
CRM and Salesforce platform expertise transfer across industries, though payment industry/regulatory experience preferred.
Explicit 15+ years, leadership requirement, and mandatory Salesforce CRM expertise make screening highly strict.
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Own end-to-end product strategy and roadmap for global CRM platforms within Salesforce ecosystem and contact center technology stack.
Drive platform modernization including AI-enabled workflows across omnichannel support (voice, chat, digital).
Lead execution of CRM product delivery, stakeholder engagement, and team leadership to improve agent productivity and customer support outcomes.
15+ years product management experience with 7+ years in leadership roles.
Deep expertise in CRM platforms, including Salesforce Service Cloud.
Experience with contact center technologies such as IVR, telecom integrations, routing, and case management.
Work Experience Required: 15+ years in product management; Education Preferred: Bachelor's degree, MBA or technical degree preferred.
Proven ability to lead enterprise-scale CRM platform transformations within complex, global, and regulated environments.
Strong cross-functional stakeholder management experience, including executive communication and alignment.
Data-driven and strategic operator with deep understanding of customer support operations and Agile product delivery in Salesforce ecosystem.