Product Owner, Global CRM

Gallagher•Waterloo, ON

1d•Hybrid

About The Position

As our organization enters a critical growth phase — including M&A activity, technology consolidation, and an enterprise CRM transformation — the Product Owner will play a key role in delivering the Salesforce roadmap across our Specialty and Wholesale divisions. The Product Owner is responsible for translating business needs into clear, actionable requirements and ensuring the Salesforce platform supports day-to-day sales and client management across the customer lifecycle. This role is focused on execution — owning the backlog, working closely with stakeholders and delivery teams, and ensuring solutions are delivered that meet business needs. You’ll help simplify and enhance our Salesforce Financial Services Cloud environment, support broader adoption across Sales, Client Services, and Underwriting, and ensure the platform delivers real value to the business.

Requirements

Bachelor’s degree in Computer Science, Information Technology, Engineering, Business, or related field
5+ years of experience in product ownership, business systems, or IT delivery roles
Experience working in Agile/DevOps environments
Hands-on experience with Salesforce Sales Cloud (Financial Services Cloud preferred)
Experience supporting sales, client management, or underwriting workflows
Insurance industry experience preferred
Experience working in a global, matrixed organization
Experience supporting CRM implementations, enhancements, or transformations
Strong communication skills—able to work across business and technical teams
Proven ability to write clear user stories and manage a prioritized backlog
Strong requirements gathering and business process mapping skills
Solid understanding of sales pipeline management and CRM data structures
Ability to translate business needs into practical system solutions
Strong stakeholder management and ability to influence without authority
Experience driving user adoption and change management
Strong attention to data quality, reporting, and pipeline visibility
Comfortable working with cross-functional teams across regions and time zones
Analytical mindset with ability to identify issues, troubleshoot, and propose solutions
Familiarity with Salesforce configuration concepts (objects, fields, workflows, record types)
Experience supporting data migration, integrations, or system consolidation
Self-starter who can manage competing priorities in a fast-paced environment

Responsibilities

Own and manage the CRM product backlog for Specialty and Wholesale, aligning priorities to business value, sales outcomes, and strategic objectives
Partner with senior business leaders and stakeholders to shape requirements, challenge assumptions, and translate needs into clear, actionable user stories and acceptance criteria
Work cross-functionally with technology, architecture, and product teams to deliver scalable solutions aligned to the broader CRM roadmap and enterprise standards
Lead backlog refinement and sprint execution, ensuring delivery teams are aligned on priorities, scope, and expected outcomes
Play an active role in solution design, ensuring decisions are practical, scalable, and drive measurable business impact
Oversee user acceptance testing (UAT), ensuring delivered solutions meet business expectations and are ready for rollout
Drive consistency in CRM processes and data capture, improving pipeline visibility, reporting accuracy, and overall data quality across regions
Identify opportunities to improve Salesforce capabilities, focusing on driving productivity and effectiveness for Producers, Sales Leads, and Client Relationship Managers
Proactively manage delivery risks and dependencies, providing clear escalation and mitigation strategies to leadership
Communicate effectively with stakeholders, including executives, providing transparency on priorities, trade-offs, progress, and outcomes
Partner with global technology, data, and training teams to support successful rollout, enablement, and sustained adoption of CRM capabilities
Support onboarding and integration of acquired businesses (M&A) into the CRM platform, ensuring alignment on processes, data structures, and operating model
Continuously improve ways of working, driving better backlog management, prioritization, and delivery practices across teams

Benefits

Flexible medical & dental coverage to meet your household's needs
Life, Dependent Life and AD & D Insurance options
Retirement savings including RRSP including a company match, TFSA, pension and more
Employee Stock Purchase Plan
Educational expense reimbursement
Employee assistance programs
Discounted gym membership (GoodLife Fitness)
Opportunity for flexible work arrangements
Paid sick days & personal days
Employee education recognition program
Employee referral bonus program