CRM Product & Operations Manager

We're looking for a CRM Product & Operations Manager to own the strategy, delivery, and day-to-day health of our Salesforce and Salesforce CPQ ecosystem. You'll lead the CRM product lifecycle end to end — from discovery and prioritization through release, adoption, and production support — partnering closely with Sales, RevOps, Deal Desk, Customer Experience, Finance, IT, and Engineering across the Americas, EMEA, and APAC.

Join a collaborative, globally distributed BizApps team that partners closely with business and technology stakeholders to turn requirements and operational needs into scalable, user-friendly solutions. The team moves with purpose, embraces continuous improvement, and values ownership, transparency, innovation, and shared success.

What You'll Do

• Own and evolve the CRM product roadmap for Salesforce and Salesforce CPQ, balancing business priorities, platform enhancements, technical dependencies, and production stability.

• Partner with Sales, RevOps, Deal Desk, Customer Experience, Finance, IT, and Engineering to translate business needs into prioritized, scalable CRM solutions.

• Own hiring, performance management, and day-to-day people leadership for the CRM team, ensuring clear ownership and accountability across product, operations, and support workstreams.

• Lead, coach, and develop a team of 1-4 CRM analysts/administrators, setting priorities, providing regular feedback, and supporting their growth and career development.

• Own and prioritize the CRM product backlog — enhancements, defects, and operational requests — based on business value, user impact, effort, and risk.

• Lead CRM initiatives through the full product lifecycle: discovery, requirements definition, development, testing, release, adoption, and post-production evaluation.

• Lead day-to-day Salesforce/CPQ operations, production support, and system administration, including investigation of complex incidents, root cause analysis, and preventative fixes.

• Manage QA and release activities — test planning, UAT, release validation — and lead sprint planning and sprint reviews.

• Manage Jira workflows for enhancements, defects, and support requests, and drive process improvements through automation, documentation, and self-service capabilities.

• Improve CRM adoption, usability, and data quality by identifying friction points and simplifying business processes.

• Manage user access, permissions, and administrative operations, and support integrations and troubleshooting across Salesforce, NetSuite, Boomi, AWS, Snowflake, and Tableau.

• Define and monitor product and operational metrics to measure platform health, adoption, support efficiency, and release effectiveness.

• Lead software license audits and optimization across enterprise platforms, and manage vendor and contractor relationships, invoicing, and delivery.

• Support business-critical operations during high-volume periods (month-end/quarter-end) and evaluate emerging Salesforce and AI capabilities for the roadmap.

What You'll Bring:

• 15+ years of overall IT experience, with relevant experience in technology, software engineering, and enterprise applications. 6+ years of experience in CRM product management, business systems analysis, or Salesforce administration, including 2+ years supporting Salesforce CPQ.

• Salesforce Administrator certification required; Advanced Administrator or CPQ Specialist certification strongly preferred.

• Proven experience owning a product backlog and leading Agile ceremonies (sprint planning, reviews, backlog grooming).

• Experience with production support, incident management, and root cause analysis in an enterprise SaaS environment.

• Hands-on experience with Jira for workflow, release, and defect management.

• Familiarity with connected enterprise systems (NetSuite, Boomi, AWS, Snowflake, Tableau) and cross-system troubleshooting.

• Strong stakeholder management skills, with experience partnering across Sales, RevOps, Finance, and Engineering in a global organization.

• Bachelor's degree in Business, Information Systems, Computer Science, or a related field, or equivalent practical experience.

• Experience supporting global, multi-region teams (Americas, EMEA, APAC) preferred.

• The ability to legally work in the country of hire is required for this position.

What We Offer

Flexible paid time off that allows you to have an enhanced work-life balance.

Excellent medical, dental, and vision options.

401k matching, life insurance, commuter benefits, and parental leave plans.

Complimentary CalmApp subscription for you and your loved ones, because mental wellness matters.

ClassPass corporate discount code.

Energetic work environment with a hybrid work style, providing the balance you need.

Thrive within our inclusive community and seize ongoing professional development opportunities to elevate your career.