What are the responsibilities and job description for the Director, Product Management - Customer Relationship Management (CRM) position at First Technology Federal Credit Union?

Description

We are seeking an experienced Director of Product Management and Process Automation to lead the development and optimization of First Tech’s Customer Relationship Management platform. In this key leadership role, you will oversee the CRM product management team and lead product strategy and roadmap definition and execution ensuring alignment with business goals and user needs. This is a high-impact and visible role in First Tech’s omnichannel environment, and the ideal candidate will have deep expertise in CRM systems and process automation, a passion for serving customers, and a proven track record of delivering results through cross-functional collaboration.

Here's what you can expect from the job and what you need to be successful :

Job Duties

Product Strategy & Vision : Develop and drive the overall CRM product and process automation roadmap to align with business objectives, customer needs, and market opportunities. Continuously innovate to improve customer engagement, retention, and revenue.
Develop and Implement Automation Strategies : Design and execute strategies to automate CRM processes, enhancing efficiency and reducing manual workload.
Oversee Product Lifecycle : Manage the entire lifecycle of CRM and process automation products, from ideation to launch and continuous improvement.
Cross-Functional Leadership : Collaborate with engineering, marketing, sales, and customer success teams to ensure seamless CRM integration, feature prioritization, and alignment with user needs and business goals.
Stakeholder Management : Serve as the primary point of contact for executive leadership, communicating product vision, goals, and progress. Gather feedback and manage expectations to ensure cross-functional support for CRM initiatives.
Customer-Centric Design : Work closely with UX / UI designers and product teams to ensure that the CRM platform is intuitive, user-friendly, and optimized for the customer experience.
Data-Driven Decisions : Utilize data analytics, market research, and customer feedback to inform product decisions and feature enhancements. Define and track KPIs to measure the success of CRM initiatives and iterate accordingly.
Vendor Management : Manage relationships with CRM vendors, third-party solution providers, and integration partners. Evaluate potential solutions and ensure that the CRM platform is scalable and cost-effective.
Team Leadership : Build, mentor, and lead a team of product managers, providing direction, setting priorities, and ensuring the team delivers high-quality results on time and within budget.
Compliance & Security : Ensure that the CRM platform complies with industry regulations, privacy laws, and data protection standards, while implementing best practices for security and compliance.

Essential Skills

7 years of experience in product operations, product management, or a related field.

Minimum 5 years’ experience leading a diverse team including hiring, coaching and performance management.

Experience standing up highly effective and efficient business performance processes and routines.

Experience with a variety of product development processes and methodologies.

Strong background developing highly impactful materials for both storytelling and business performance tracking.

Able to articulate complex concepts while tailoring the message to different audiences including senior leadership, technical teams, and member support teams.

A strong point of view and passion for delivering best-in-class digital experiences.

Ability to work well under pressure, handle multiple assignments and deliverables simultaneously with the flexibility to meet changing needs and demands.

Management Consulting experience a plus.

Experience with Pega, or other CRM platforms a plus.

Minimum Education : Bachelor's degree in Business, Operations, Product Management, or a related field preferred. MBA preferred.

Location : San Jose, CA 95134 | Rocklin, CA 95765 (HYBRID)

Target Compensation in Hillsboro, CA 95765 : $160k - $175k annually annual bonus

Target Compensation in Rocklin, CA 95765 : $175k - $192,500 annually annual bonus

Target Compensation in San Jose, CA 95134 : $200k - $225k annually annual bonus

Benefits options include :

Traditional medical, dental, and vision coverage

401K matching up to 5% per pay period

Accrue up to 17 days of Paid Time Off your first year of employment

11 paid federal holidays

Special employee pricing on lending products such as mortgage, auto, and personal loans (eligibility for special employee pricing is subject to standard account requirements and underwriting criteria)

What makes First Tech different? Click here to learn more!

First Tech is not currently offering Visa transfer / sponsorship for this position

LI-KW1

Salary : $160,000 - $175,000

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Director, Product Management - Customer Relationship Management (CRM)

What are the responsibilities and job description for the Director, Product Management - Customer Relationship Management (CRM) position at First Technology Federal Credit Union?

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