Senior Director, Product Management - Customer Experience
About The Position
The Sr. Director, Product Management – Client and Customer Technology leads the strategic vision, roadmap, and delivery of technology products that enhance client and customer experiences across the enterprise. This includes oversight of customer-facing platforms such as CRM, CDP, contact center technologies, and digital engagement solutions. The role is also responsible for meeting technology needs for Business-to-Business customers (Fleet and Carriers), delivering solutions such as web portals, mobile applications, integrations, data services, and reporting. By translating customer insights and business objectives into innovative technology solutions, this leader drives measurable improvements in customer satisfaction, operational efficiency, and business growth. The Sr. Director will build and lead a high-performing product management team, foster innovation, collaborate cross-functionally, and ensure seamless integration with Caliber’s broader technology strategy.
Requirements
- Deep technical understanding of customer-facing platforms, including call center, CRM, CDP, and customer portals.
- Familiarity with technology solutions for business-to-business customers including web portals, mobile apps, integrations, data services, and reporting solutions.
- Data-driven mindset with proficiency in leveraging analytics and key performance indicators to inform decision-making.
- Strong leadership and team-building skills, with a focus on fostering a high performing team with a collaborative, purpose-driven culture.
- Proven ability to engage, influence, and align Csuite and senior stakeholders around technology vision and priorities.
- Proficiency in developing and delivering ROI-focused results in agile environments; proficiency in cross functional collaboration and stakeholder management.
- Strong understanding of CRM, CDP, contact center technologies, and digital engagement platforms.
- Experience in managing organizational change and delivering training to ensure successful technology adoption.
- Bachelor’s degree in computer science, information technology, business, or equivalent experience.
- Minimum of 10 years in product management or application development leadership roles, with at least 5 years of hands-on experience managing customer-facing technology implementations or optimizations in a large, multi-site enterprise.
Nice To Haves
- Advanced degree or certifications (e.g., MBA, CSPO, PMP) are a plus.
- Experience in the automotive, automotive insurance, repair, or aftermarket services industry is a plus.
Responsibilities
- Define and communicate the long-term product vision and roadmap for client and customer technology initiatives, ensuring alignment with enterprise goals and market trends.
- Build trusted relationships with senior business leaders, regularly presenting product strategies and outcomes to drive alignment and support for technology initiatives.
- Develop and manage technology solutions for Fleet and Carrier customers, including web portals, mobile apps, integrations, data services, and reporting.
- Oversee the selection, development, and lifecycle management of customer-facing technology products, including CRM, CDP, UCaaS/CCaaS platforms, and AI-driven engagement tools.
- Partner with Customer Experience, Marketing, and Operations teams to identify pain points and opportunities for improvement.
- Work closely with IT, Data & Analytics, Application Engineering, and Security teams to deliver scalable, secure, and supportable solutions.
- Monitor product performance metrics and customer feedback to drive continuous improvement.
- Lead and mentor a team of product managers and analysts, fostering a culture of innovation, accountability, and collaboration.
Benefits
- Written, lifetime warranty on all repair work.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
