Job Overview
We are seeking a strategic and highly collaborative Product Manager to lead the evolution of an enterprise CRM ecosystem, with a focus on Salesforce-based student and constituent experience solutions. This role sits at the intersection of business operations, technology, and user experience, driving modernization efforts and delivering scalable, user-centered outcomes. Candidates who can translate complex processes into actionable product strategies and demonstrate strong CRM expertise will be prioritized.
Must Haves
- 5+ years of experience in product management, business analysis, or CRM solution delivery
- Strong hands-on knowledge of Salesforce, particularly Service Cloud and Case Management
- Proven ability to gather requirements and translate them into clear user stories and acceptance criteria
- Experience facilitating workshops, stakeholder interviews, and collaborative design sessions
- Solid understanding of business processes, data flows, UX principles, and system architecture
- Demonstrated ability to influence and communicate across cross-functional teams
- Experience working with omnichannel service models (e.g., digital engagement, telephony, case workflows)
- Comfort leveraging AI-powered tools to improve productivity and delivery outcomes
What the Client Needs You to Do
You will act as the primary product owner responsible for shaping and delivering CRM solutions that enhance user experience across a complex organization. By partnering with business leaders, technical teams, and architects, you will define a future-state vision and ensure alignment with strategic priorities. Success in this role requires balancing user needs, technical feasibility, and operational goals while continuously improving processes and product performance.
Key Responsibilities
- Own product strategy and roadmap for Salesforce-based experience and case management solutions
- Engage stakeholders to understand workflows, challenges, and opportunities for improvement
- Facilitate workshops and working sessions to define current state, future vision, and success metrics
- Translate business needs into structured user stories, epics, and acceptance criteria
- Collaborate with architects and developers to ensure solutions align with best practices
- Lead initiatives focused on omnichannel service delivery and user engagement
- Drive enhancements that improve overall user experience and operational efficiency
- Promote and integrate AI tools to streamline analysis, documentation, and delivery processes
- Monitor product performance and iterate based on data-driven insights and feedback
- Ensure solutions align with organizational standards, governance, and long-term strategy
- Support cross-functional coordination across multiple teams and initiatives
- Maintain clear documentation to support product lifecycle and knowledge sharing
Additional Information
- This is a full-time or contract opportunity with flexibility for remote work
- Candidates must be available to work standard East Coast business hours
- The role operates within a large, structured technology environment supporting diverse stakeholders
- Experience in higher education or similarly complex organizations is preferred but not required
- Familiarity with additional Salesforce modules (e.g., Experience Cloud, Marketing Cloud) is a plus
- Ideal candidates are naturally curious, detail-oriented, and skilled at simplifying complex systems into actionable solutions
This opportunity is ideal for a forward-thinking product professional who thrives in dynamic environments and is passionate about delivering impactful, user-centered CRM solutions.
W2 employees of Overture Partners who work 30 or more hours per week are eligible for the following benefits: medical (choice of 3 plans), 401(k) starting on day one, a variety of voluntary benefits including life and disability insurance, and sick time if required by law in the worked-in state/locality.
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