Product Operations Manager, Association Banking

Western Alliance Bank•Chandler, AZ

53d

About The Position

We are seeking a strategic and execution-focused Product Manager to lead our CRM transformation initiative using Microsoft Dynamics. This role is central to modernizing our operations and delivering scalable, user-centric solutions across service and sales workflows. You will work closely with cross-functional teams to define, build, and roll out CRM capabilities that drive business impact. The ideal candidate is a strong product thinker with a solid grasp of CRM workflows and is driven by a passion for enabling change and fostering user adoption. This role will also ensure smooth execution of transformation initiative by updating operational processes, desktop procedures, and driving training and documentation efforts in partnership with various subject matter experts. Serve as the Product Owner for CRM transformation initiatives, ensuring alignment with business objectives and user needs. Define and maintain the product roadmap for Dynamics 365 enhancements, prioritizing features that deliver measurable business value. Translate business requirements into clear user stories, acceptance criteria, and backlog items for development teams. Collaborate with stakeholders across operations, sales, and customer service to identify pain points and opportunities for improvement. Support User Acceptance Testing (UAT), coordinate training sessions, and champion end-user adoption of new CRM features. Monitor and report on feature performance, user feedback, and adoption metrics to inform continuous improvement. Partner with operations subject matter experts to review and update desktop procedures and operational plans to reflect new CRM enhancements and launches. Partner across the Product Management team to execute the Bank's strategic plan, to lead efforts to develop and operate profitable banking products. Meet all product development objectives, manage product health, and respond to market dynamics.

Requirements

5+ years of experience as a Product Manager or Product Owner, preferably in CRM platforms.
Bachelor's degree in related field required.
Strong understanding of CRM workflows, case management, and customer service processes.
Experience with Microsoft Dynamics is highly preferred, experience with other CRM platforms is acceptable.
Ability to translate business needs into actionable product requirements and deliver value through iterative releases.
Excellent communication and stakeholder management skills with experience running effective outcome-based meetings with cross-functional teams.
Strong understanding of operational workflows and process documentation and ability to create and manage operational documentation, internal FAQs and user guides.
Advanced knowledge of applicable regulatory and legal compliance obligations, rules and regulations, industry standards and practices.
Advanced knowledge of banking products, including treasury management, credit cards, as well as pricing dynamics.
Market specific awareness.
Advanced experience with Product Management Methodology including new product launches, road mapping, business cases, product enhancements, communication and marketing plans, and robust executive management presentations and reporting development.
Advanced speaking and writing communication skills.
Occasional travel required.

Responsibilities

Serve as the Product Owner for CRM transformation initiatives, ensuring alignment with business objectives and user needs.
Define and maintain the product roadmap for Dynamics 365 enhancements, prioritizing features that deliver measurable business value.
Translate business requirements into clear user stories, acceptance criteria, and backlog items for development teams.
Collaborate with stakeholders across operations, sales, and customer service to identify pain points and opportunities for improvement.
Support User Acceptance Testing (UAT), coordinate training sessions, and champion end-user adoption of new CRM features.
Monitor and report on feature performance, user feedback, and adoption metrics to inform continuous improvement.
Partner with operations subject matter experts to review and update desktop procedures and operational plans to reflect new CRM enhancements and launches.
Partner across the Product Management team to execute the Bank's strategic plan, to lead efforts to develop and operate profitable banking products.
Meet all product development objectives, manage product health, and respond to market dynamics.