Commercial IT Product Owner

Keenfinity•Fairport, NY

9d•Onsite

About The Position

The Commercial IT Product Owner is responsible for defining, prioritizing and delivering the roadmap for the commercial IT landscape. This includes CRM, customer portal, e-commerce, CPQ, marketing automation, customer data, analytics and the integrations that connect these platforms with ERP, finance, service and data platforms. The role acts as the bridge between business stakeholders and IT delivery teams. It translates business ambitions into clear product roadmaps, capability increments, user stories, solution requirements and measurable business outcomes.

Requirements

5–10 years of experience in Product Ownership, Business Applications, Business Analysis, CRM, Digital Commerce or Commercial IT roles.
Experience owning or delivering commercial applications such as CRM, customer portals, e-commerce, CPQ, marketing automation or sales analytics.
Proven experience translating business requirements into roadmaps, backlogs, user stories and delivery plans.
Experience working in agile delivery environments using Scrum, Kanban or hybrid delivery models.
Experience managing external vendors, implementation partners or managed service providers.
Experience in international, multi-site or matrix organizations.
Strong understanding of commercial business processes across sales, marketing, customer service and finance interfaces.

Nice To Haves

Hands-on experience with HubSpot CRM or comparable CRM platforms such as SAP CRM, Salesforce or Microsoft Dynamics 365.
Experience with B2B customer portals, e-commerce platforms, CPQ tooling and commercial self-service capabilities.
Experience with ERP and finance integrations, preferably in manufacturing, industrial, security, technology or equipment/service environments.
Experience supporting subscription, recurring revenue, service contract or installed-base business models.
Experience contributing to application rationalization, CRM migration, platform consolidation or digital transformation programs.
Experience with Power BI or commercial reporting and analytics capabilities.

Responsibilities

Define and maintain the strategy and roadmap for the commercial application portfolio.
Translate commercial business objectives into platform capabilities, releases and measurable outcomes.
Prioritize roadmap initiatives based on business value, customer impact, risk reduction, technical debt and resource capacity.
Create transparency on roadmap status, dependencies, risks and trade-offs for business and IT leadership.
Maintain a multi-year view of commercial technology needs aligned with company transformation priorities.
Own and manage the product backlog across CRM, Customer Portal, E-Commerce, CPQ and related commercial platforms.
Translate business requirements into epics, features, user stories, acceptance criteria and functional specifications.
Prepare backlog items for delivery teams and ensure requirements are sufficiently clear, testable and prioritized.
Support sprint planning, refinement, reviews and release planning.
Balance short-term business requests with sustainable platform architecture and long-term maintainability.
Drive continuous improvement of commercial processes including Lead-to-Opportunity, Opportunity-to-Quote, Quote-to-Order, Order-to-Cash and Subscription-to-Cash.
Identify process bottlenecks, manual workarounds, data quality issues and (AI) automation opportunities.
Work with commercial stakeholders to standardize processes where possible while supporting justified business-unit differences.
Improve user adoption, sales productivity, customer experience and operational scalability.
Ensure process changes are documented and embedded in training, support and governance structures.
Act as trusted IT partner for Sales, Marketing, Customer Service, Finance, Operations and Digital Commerce stakeholders.
Facilitate workshops, discovery sessions, requirements gathering and solution validation meetings.
Challenge business requests constructively and convert them into scalable, reusable and value-driven solutions.
Communicate roadmap priorities, delivery status, risks and decisions clearly to senior stakeholders.
Manage expectations across multiple business units, countries and functional teams.
Coordinate external implementation partners, development teams and L2/L3 support providers.
Ensure vendors deliver against agreed scope, quality, timelines and cost expectations.
Review solution proposals and ensure alignment with architecture, security, integration and support standards.
Manage escalations, delivery risks and dependency conflicts.
Contribute to vendor selection, contract scope definition and performance reviews where required.
Partner with Enterprise Architecture and Integration teams to ensure an API-first and scalable commercial technology landscape.
Ensure CRM, portal, e-commerce and commercial applications integrate effectively with ERP, finance, service and data platforms.
Support customer master data governance, ownership, quality improvement and lifecycle management.
Ensure solutions follow enterprise standards for security, access control, privacy and operational supportability.
Reduce unnecessary customization and promote reusable, maintainable and well-documented platform capabilities.
Ensure commercial applications comply with GDPR, cybersecurity, audit and internal IT governance requirements.
Support access reviews, data protection requirements and role-based authorization models.
Maintain documentation for key processes, integrations, data flows and decision records.
Identify and manage risks related to business continuity, vendor dependency, data quality and platform scalability.
Contribute to application rationalization, lifecycle management and cost optimization initiatives.