Senior Director, Product Management - Customer Experience

Caliber Collision • Lewisville, TX

2d • Onsite

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

• 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.
• 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.

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

• The company's purpose-driven culture attracts, retains, and motivates top operators, with a commitment to restore the rhythm of their customers' lives and be the automotive service provider of choice in every community they serve.
• Caliber believes it can leverage its core capabilities and assets to address the larger automotive services market and is in the process of building out additional aftermarket services across scanning and calibration (Protech), glass (Caliber Auto Glass), and fleet solutions (Caliber Fleet Solutions).
• As the Sr. Director, Product Management – Client and Customer Technology, you will play a pivotal role in shaping the technological foundation that supports Caliber’s growth and innovation.
• Join a forward-thinking team committed to excellence, community impact, and delivering best-in-class automotive services.
• Caliber was recognized as the only company of its kind to make the Forbes list of "America's Best Large Employers", an honor awarded to companies with high employee satisfaction.
• Caliber was also the only auto service provider to receive an Inc. 2021 Best in Business gold medal in the Extra-Large Company (500+ employees) category, recognizing Caliber for going above and beyond to make a positive impact.
• Caliber provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
• Caliber provides reasonable accommodations to qualified individuals with disabilities and disabled veterans in the application process.

What This Job Offers

• Job Type: Full-time
• Career Level: Director