Senior Product Manager - Customer Tech

Collette • Pawtucket, RI

84d • Hybrid

About The Position

Collette is seeking a Senior Product Manager - Customer Tech to join our growing Technology Team. This is a hybrid role based at our headquarters in Pawtucket, RI. At Collette, our Customer Tech Team empowers sales and customer care through innovative, reliable technology solutions. We drive productivity, streamline processes, and deliver exceptional support, focusing on stability and growth across our core systems—including Microsoft Dynamics CRM and the Client Care Center. We are seeking a dynamic, experienced Senior Product Manager to lead the strategy, roadmap, and execution for our CRM platform (Microsoft Dynamics) and related customer support technologies. This role is pivotal in transforming how we engage with travelers, agents, and internal teams, leveraging AI and automation to deliver superior customer experiences and operational efficiency.

Requirements

• 5+ years of experience in technology product management, with direct experience in CRM systems (preferably Microsoft Dynamics) and customer support technologies.
• Bachelor's degree required.
• Demonstrated experience collaborating with sales and service teams to design and implement sales process frameworks, and leading process mapping and prototyping sessions.
• Experience implementing large-scale projects and leading cross-functional teams.
• Experience partnering with stakeholders to define KPI, automate pipeline stages, and ensure seamless integration of sales and service operations.
• Proven ability to lead change management initiatives, including training, communications, and stakeholder engagement to support adoption.
• Strong communication skills, able to engage effectively with stakeholders at all levels.
• Demonstrated experience in strategic planning, execution, and delivering exceptional customer experiences.
• Experience with AI-powered solutions, automation, and data-driven decision-making in CRM or support environments is highly desirable.
• Quick learner, adaptable to new technologies and processes.
• Strong organization, planning, and time management skills.

Responsibilities

• Develop and communicate a clear product strategy and roadmap for CRM and customer support technologies, aligning with business goals and priorities.
• Lead major initiatives to modernize and optimize the CRM platform (Microsoft Dynamics), including integrations with support tools, AI-powered features, and automation.
• Lead process mapping and prototyping sessions to reimagine workflows, streamline handoffs, and align CRM configurations with business objectives.
• Collaborate with Client Care Center, Sales, and other business stakeholders to ensure successful product development, implementation, and adoption.
• Maintain and prioritize the product backlog, ensuring alignment with the roadmap and effective response to user and stakeholder needs.
• Define and monitor key performance indicators to guide product decisions and measure impact on strategic business initiatives.
• Conduct ongoing market research and competitive analysis to ensure our CRM and support products remain competitive and relevant.
• Ensure timely delivery of projects within scope and budget, managing risks and dependencies.
• Spearhead change management initiatives to support adoption, including training, communications, and stakeholder engagement strategies.
• Provide guidance and mentorship to other Product Managers and team members, with potential for managerial responsibilities on larger projects.
• Identify and drive opportunities to leverage AI and automation to improve customer support, agent productivity, and business outcomes.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Merchant Wholesalers, Durable Goods
• Education Level: Bachelor's degree