Sr. Manager, CRM Product Management

Cencora•Harrisburg, PA

6d•Remote

About The Position

Lead the design, development, enhancement, and support of self-service products and digital customer experience solutions powered by Salesforce and emerging AI technologies. This role is responsible for delivering intelligent customer experiences that enable customers, patients, partners, and associates to independently resolve issues, access services, and complete business transactions through digital channels. The Senior Manager will drive product strategy, roadmap execution, and adoption of self-service and agentic capabilities, including AI-powered virtual assistants, digital engagement solutions, intelligent workflows, knowledge management, conversational AI, and autonomous service experiences. The role partners closely with business stakeholders, customer experience teams, architects, and delivery teams to transform traditional service models into scalable, customer-centric digital experiences.

Requirements

Bachelor's degree in Business, Information Systems, Computer Science, Engineering, or related field.
Typically 8+ years of experience in product management, digital transformation, customer experience, Salesforce solutions, or related fields.
3+ years of leadership experience managing product or cross-functional teams.
Demonstrated experience delivering enterprise self-service and customer engagement solutions.
Experience with Salesforce Experience Cloud, Service Cloud, Digital Engagement, and customer portal technologies.
Experience working in Agile, Scrum, or SAFe delivery environments.
Strong understanding of self-service strategies, customer experience design, and digital engagement best practices.
Deep knowledge of Salesforce Experience Cloud, Service Cloud, Knowledge Management, Digital Engagement, and customer portal solutions.
Strong product management skills, including roadmap planning, backlog prioritization, and business case development.
Knowledge of customer journey mapping, Design Thinking, and human-centered design methodologies.
Strong analytical and data-driven decision-making capabilities.
Ability to translate complex business needs into scalable digital and AI-enabled solutions.
Strong stakeholder management and executive communication skills.
Working knowledge of Agile and SAFe methodologies.
Proven ability to drive organizational change, digital adoption, and customer experience transformation.
Ability to lead cross-functional teams in a fast-paced, matrixed environment.

Nice To Haves

Experience implementing AI-enabled customer experiences, conversational AI, intelligent automation, or agentic solutions preferred.

Responsibilities

Supports the development and execution of enterprise self-service and agentic transformation strategies aligned with customer experience and digital transformation objectives.
Partners with business leaders and customer experience stakeholders to identify opportunities to increase digital adoption, self-resolution rates, and automation.
Develops and maintains product roadmaps for self-service portals, customer communities, AI-powered virtual assistants, knowledge solutions, and autonomous service capabilities.
Leads customer journey analysis and service experience assessments to identify opportunities for digitization and automation.
Champions Design Thinking and customer-centric product development methodologies.
Drives adoption of AI-powered customer engagement capabilities, including conversational AI, intelligent knowledge delivery, predictive recommendations, and autonomous workflow execution.
Partners with business and IT leadership to define success metrics and business outcomes for self-service and agentic initiatives.
Evaluates emerging technologies and industry trends to identify opportunities for innovation and competitive advantage.
Manages the lifecycle of self-service products and customer-facing digital solutions from strategy through implementation and support.
Defines and prioritizes product backlogs, business requirements, user stories, and enhancement requests.
Collaborates with business stakeholders to define customer experience requirements and success criteria.
Leads the design and continuous improvement of customer self-service experiences across web, mobile, and digital engagement channels.
Ensures product features align with customer needs, business objectives, and enterprise architecture standards.
Partners with development teams to deliver scalable, secure, and intuitive digital experiences.
Facilitates user acceptance testing, customer feedback collection, and product validation activities.
Identifies and mitigates product risks, dependencies, and implementation challenges.
Leads initiatives to implement agentic customer experiences leveraging Salesforce Agentforce, AI agents, conversational AI, workflow automation, and intelligent orchestration technologies.
Defines business use cases and value strategies for autonomous agents and AI-assisted customer interactions.
Partners with architects and engineering teams to design scalable agentic solutions that integrate seamlessly with enterprise business processes.
Oversees implementation of AI-powered service experiences, including: Virtual agents and digital assistants, Autonomous case resolution capabilities, Intelligent knowledge recommendation engines, Guided self-service journeys, Proactive customer support solutions, Workflow automation and service orchestration.
Establishes governance practices for responsible AI adoption, solution quality, and business value realization.
Measures and improves agent effectiveness, automation rates, customer satisfaction, containment rates, and operational efficiencies.
Oversees ongoing support and continuous improvement of self-service products and agentic capabilities.
Partners with support and operations teams to ensure reliable and effective service delivery.
Monitors solution performance, adoption trends, customer feedback, and business outcomes.
Drives product enhancements based on customer insights, usage analytics, and evolving business needs.
Ensures product documentation, training materials, and knowledge assets remain current and effective.
Serves as an escalation point for significant customer experience issues impacting self-service solutions.
Maintains product roadmaps, release schedules, and enhancement pipelines for self-service and agentic products.
Coordinates delivery across business teams, development teams, vendors, architects, and operational support organizations.
Drives adoption strategies and change management activities to increase customer utilization of self-service capabilities.
Tracks and communicates product outcomes, progress, risks, and value realization metrics.
Supports annual planning, investment prioritization, and demand management activities.
Assists in managing budgets associated with self-service and digital transformation initiatives.
Supports development of business cases for AI, self-service, and experience transformation investments.
Manages vendor and partner relationships supporting Salesforce, AI, and digital engagement solutions.
Evaluates technology investments based on customer value, operational efficiency, and business outcomes.
Identifies opportunities to optimize costs through automation and digital adoption.
Leads a team of product owners, business analysts, product analysts, and customer experience professionals.
Provides matrix leadership across development, architecture, QA, UX, and support teams.
Coaches team members on product management, customer experience design, Agile delivery, and digital transformation practices.
Promotes innovation, customer-centric thinking, and continuous learning.
Drives accountability for business outcomes, customer satisfaction, and product adoption.
Supports workforce planning, capability development, and succession planning activities.
Other duties as assigned.