Product Owner, CRM Solutions

Summary:

The Product Owner, CRM Solutions will serve as a strategic visionary, responsible for driving the development, implementation, and growth of a comprehensive CRM solution tailored to the unique needs of the credit union industry.

Essential Duties and Responsibilities:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Develop and execute a long-term CRM strategy aligned with the organization's strategic objectives and growth plans within the credit union vertical.
• Design and architect a scalable and flexible CRM solution that supports the organization's growth and evolving member needs, ensuring seamless integration with core business processes.
• Collaborate with executive leadership and stakeholders to understand their requirements, identify pain points, and translate them into clear technical specifications for CRM development and customization.
• Develop and maintain a product roadmap, ensuring timely delivery of features and enhancements.
• Establish metrics and KPIs to monitor the performance and impact of the CRM platform, making data-driven decisions for continuous improvement.
• Establish and maintain strong relationships with CRM vendor and technology partners to ensure optimal solution delivery and support.
• Lead and mentor a high-performing team of CRM professionals, providing guidance and support.

Qualifications: 

Formal Education & Certification:

• Bachelor’s degree in computer science, information technology or equivalent work experience.
• Product Owner (CSPO/PSPO) certification

Knowledge & Experience:

• 7 years experience with CRM technology within the financial services industry, credit unions preferred.
• 5 years product management experience
• Proven expertise in CRM integration, implementation, configuration and value proposition.
• Ability to effectively translate complex business requirements into technical specifications, demonstrating the transformative impact of CRM on member engagement across various channels.
• Proven ability to lead and inspire cross-functional teams, with excellent communication and stakeholder management skills.
• Experience with SugarCRM is a plus.
• Strong project management skills.

Personal Attributes:

• Strong customer service orientation.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Strong interpersonal, presentation oral communication skills.
• Adept at reading, writing, and interpreting technical documentation and procedure manuals.
• Ability to conduct research into data, hardware and software issues and products as required.
• Highly self-motivated and directed.
• Keen attention to detail.
• Skilled at working within a team-oriented, collaborative environment.
• Ability to problem solve and use critical thinking skills
• Recognized as a relationship builder to partner across CUSO’s to achieve business goals and outcomes.
• Ability to effectively present complex and sensitive information to management and partner Credit Unions.
• Poise and ability to act calmly and competently in high-pressure, high-stress situations.

Standards of Performance:

• Professional representation of Open Technology Solutions.
• Apply job knowledge to ensure timely, accurate and efficient performance.
• Adherence to OTS’s policies and procedures.
• Promotes and ensures highest level of customer service
• Confidentiality of all records.
• Timeliness in meeting regulatory guidelines
• Compliance to regulatory requirements
• Cost effectiveness and productivity of departmental operations.
• Success in meeting individual, departmental, and corporate goals.

Supervisory Responsibilities:

• N/A

Cognitive Requirements:

• Constantly: Perform basic mathematical computations; works independently, little supervision needed; effectively communicate verbally and in writing; comprehend materials and follow instructions; compile, copy and compare information; analyze and compute information; problem solving and critical thinking; exercise good judgement/reasoning and resourcefully solve routine problems; organize and handle multiple tasks and prioritize; motivate, lead, influence and collaborate with others both internally and externally; exhibit excellent customer service skills; facilitate meetings; speak to groups
• Frequently: Perform advanced or non-routine mathematical computations; project planning and execution; handle confidential/sensitive information

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Constantly: Sit- Remaining in a seated position for long periods of time; use hand/fingers to handle and feel; use hands/fingers for repetitive keyboard & hand motion; speak coherently

Work Conditions:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• General office environment with low noise levels
• 40-hour on-site and remote work week as agreed with their manager
• The work environment is occasionally hectic with periods of high stress
• Travel may be required for this position