Senior Manager, Technical Product Ownership

Cencora • Philadelphia, PA

6d

About The Position

Under the direction of the IT Group Product Owner, the IT Product Lead – CRM serves as the technical lead and product owner for the CRM and client portal products supporting core Group Purchasing Organization (GPO) operations. The role is accountable for end-to-end technology delivery of solutions built on Salesforce Service Cloud and Experience Cloud, including API integrations with other enterprise cloud platforms. In partnership with the Business Product Owner for CRM, the IT Product Lead ensures delivery aligns with business priorities, customer requirements, technical roadmaps, security standards, and service-level commitments.

This role provides hands-on technical leadership across architecture decisions, backlog prioritization, and engineering practices, while collaborating with IT and business stakeholders to drive continuous improvement, value realization, and long-term product strategy. It establishes product plans and technical roadmaps, works with technical architects on forward-looking Salesforce ecosystem design, and collaborates with business and IT leaders on strategies to maintain and enhance the products.

The position requires broad knowledge of the operating model and application lifecycle management, including product design and ownership, continuous delivery, lean and agile practices, operations, and development and engineering. It coaches and guides a cross-functional team and is accountable for product service costing and resource budgets. The products support complex GPO processes—including contract management, member relationships, and client portal operations—and require coordination with architecture, release and change management, infrastructure, network, and other systems.

Requirements

• Bachelor’s degree in Computer Information Systems or a related field, or equivalent work experience.
• Seven or more years in Information Technology with progressive responsibility; two or more years in a leadership or team-lead capacity is preferred.
• Strong understanding of Salesforce Service Cloud and Experience Cloud, including platform architecture, declarative and programmatic development approaches, and Salesforce release management.
• Experience managing API integrations between Salesforce and other enterprise cloud platforms.
• Strong understanding of creating and maintaining technical backlogs and incorporating architecture, new features, and technical debt improvements into a product roadmap.
• High-level understanding of several IT components, such as Product Management, Technical Architecture, Business Analysis, Testing, or Operations and Support.
• Strong leadership skills and ability to provide technical direction to a cross-functional team.
• Self-motivated and self-directed, with a bias toward action.
• Demonstrated ability to partner and collaborate across organizations to optimize outcomes.
• Working knowledge of product management methodology and Salesforce platform best practices.
• Strong understanding of SAFe Agile principles and their practical application in a development environment.
• Ability to prioritize workload and consistently meet commitments in a fast-paced environment.
• Ability to work across IT groups to ensure end-to-end performance of Salesforce-based solutions and integrations.
• Excellent interpersonal, written, oral, listening, and presentation skills; able to respond effectively under pressure and work with daily team accountability.
• In-depth knowledge of GPO business operations and how CRM and portal technology enables them.
• Strong organizational skills and ability to manage competing priorities.
• Good judgment in conveying status and escalating issues.
• Ability to coach and mentor team members on product management and Salesforce technical topics.
• Knowledge of service cost basis, including Salesforce licensing and integration platform costs.
• Bachelor’s degree in business administration, marketing, communications, product management, economics, healthcare administration, or a related field, or equivalent experience, is also stated as required in the posting.
• Ability to manage budgets is relevant; some budgetary responsibility is preferred.

Nice To Haves

• Experience supporting GPO operations, pharmaceutical distribution, or healthcare-related business processes.
• Experience managing or supporting a client-facing portal built on Salesforce Experience Cloud.
• Some budgetary responsibility.
• Salesforce Certified Administrator certification.
• Salesforce Certified Platform App Builder certification.
• Salesforce Certified Service Cloud Consultant certification.
• Salesforce Certified Experience Cloud Consultant certification.
• SAFe Product Owner / Product Manager (POPM) certification.
• Certified Scrum Product Owner (CSPO) or equivalent certification.
• Master’s degree in business administration, marketing, communications, product management, economics, healthcare administration, or a related field, or equivalent experience.

Responsibilities

• Plan future changes to CRM and client portal products to meet GPO customer and business priorities.
• Collaborate with product owners, customer relationship managers, and capacity planners to forecast demand for Salesforce-based solutions.
• Partner with IT and business leaders to identify and prioritize initiatives based on GPO business needs and timelines.
• Maintain liaison relationships with GPO business and IT partners to provide effective Salesforce ecosystem solutions.
• Drive continuous improvement, including Salesforce platform optimization and API integration reliability.
• Develop business-focused concepts such as risk assessments, cost-benefit analyses, strategic initiatives, and task and defect prioritization.
• Align with IT strategy and architecture teams on the long-term Salesforce product strategy and roadmap, including Service Cloud, Experience Cloud, and integration architecture.
• Foster Design Thinking across the product team and maintain roadmaps covering new features, technical debt reduction, and end-of-life or retirement planning.
• Coordinate with Release Management and other product owners to ensure products are reflected in business plans.
• Interface with GPO clients regarding product offerings, costs, value propositions, and onboarding, particularly for the client portal.
• Develop customer communications strategy with the Business Product Owner and manage product-team IT metrics.
• Provide hands-on technical leadership on Salesforce architecture, design patterns, engineering best practices, and declarative versus programmatic development decisions.
• Oversee the design, development, and reliability of Salesforce API integrations with enterprise cloud platforms, ensuring data integrity and scalability.
• Own technical delivery of the Salesforce Experience Cloud client portal, including usability, performance, and reliability.
• Lead backlog refinement and technical story creation, including acceptance criteria and architectural considerations.
• Conduct or facilitate code reviews, architecture reviews, and design discussions; make sprint-level technical decisions and remove development blockers.
• Partner with Salesforce and enterprise architects to evaluate platform capabilities, governor limits, and scalability; ensure platform governance, release management, environment strategy, and data governance standards are followed.
• Work with the Business Product Owner to prioritize continuous improvement, technical debt reduction, and defect resolution.
• Develop business-focused concepts and success measures; oversee metrics aligned with product business OKRs.
• Develop and negotiate SLAs and OLAs, assess and communicate product lifecycle risks, and recommend mitigation plans.
• Direct interaction with governance, audit, and quality teams and remove technical and functional roadblocks through coordination with product teams, Centers of Competence, and Enterprise Services.
• Analyze product delivery costs, including Salesforce licensing, identify cost optimizations, and potentially perform profit and loss analysis.
• Negotiate shared-cost allocations and define cost allocation, cost recovery, and pricing plans within the IT chargeback or pricing model; ensure cost-effective product and Salesforce platform utilization.
• Identify or approve procurement needs for Salesforce licenses, AppExchange products, and third-party integration tools; identify obsolete assets and document plans to replace or retire them.
• Define product performance, availability, security, and scalability attributes, including Salesforce limits and API integration health.
• Lead continuous-improvement reviews and ensure performance meets KPI, SLA, and OLA requirements.
• Develop and maintain performance dashboards and scorecards, review value realization against GPO and IT strategy, and coordinate response, recovery, resolution, and root-cause analysis for high-severity issues.
• Manage and review vendor contracts with the VMO, provide input to vendor decisions and contract development, monitor provider performance, and escalate issues with improvement plans.
• Oversee contractor work and performance, coordinating with Centers of Competence on vendor identification, onboarding, and evaluation.
• Manage cross-functional product team members and, with Centers of Competence, manage and evaluate associate goals, skills, and training, including Salesforce skill development.
• Participate in SAFe practices and coordinate with other IT Product Leads in the Product Train to reduce risks and manage dependencies.
• Coach and mentor associates, model effective communication and conflict resolution, and contribute directly to execution when needed through story creation, architecture guidance, code reviews, acceptance criteria, and Salesforce configuration decisions.
• Perform other duties as assigned.

Benefits

• Medical, dental, and vision care.
• Support for working families, which may include backup dependent care, adoption assistance, infertility coverage, family-building support, behavioral health solutions, paid parental leave, and paid caregiver leave.
• Training programs and professional development resources.
• Mentorship programs.
• Employee resource groups.
• Volunteer activities.

What This Job Offers

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