Description

Key Responsibilities

• Backlog Management and Triad Leadership:Prioritize the Backlog: Build and maintain a transparent product backlog and master program log using Jira and Monday.com that aligns directly with leadership’s digital strategy.
• Guide the Triad: Direct the CRM delivery stream. Partner with the CRM Business Analyst to refine business requirements, and collaborate with the CRM Program Manager to map team capacity against timelines.
• Filter Intake Requests: Serve as the final sign-off authority for product scope. Evaluate and triage cross-functional requests to keep the execution team focused on high-priority milestones.
• Maintain Visibility: Provide real-time dashboards to give leadership and stakeholders full visibility into delivery timelines and project health
• Salesforce Optimization & Integration RoadmapManage Salesforce Delivery: Direct how the Salesforce platform is used to execute automated, multi-channel customer journeys.
• Govern Integrations: Lead the CRM data integration roadmap. Prioritize and sequence how external datasets, player inputs, and third-party systems cleanly sync into the central Salesforce hub.
• Reduce Technical Debt: Partner with engineering teams to clean up outdated workflows, optimize data pipelines, and phase out disconnected legacy data silos.
• Vendor & Systems IntegrationManage External Partners: Act as the CRM product contact with third-party Salesforce consultants, implementation partners, and offshore development teams.
• Validate Deliverables: Review vendor work alongside the CRM Program Manager to ensure deliverables stay strictly on-scope, preventing cost overruns or unnecessary system customizations.
• Compliance & Quality AssuranceEnforce Data Privacy: Ensure all automated marketing and audience segments comply with data privacy laws (GDPR, CCPA, CAN-SPAM).
• Establish CRM QA Standards: Partner with the Technology QA team to set strict data verification and testing workflows, ensuring tracking schemas and customer communications deploy error-free. Qualifications

Experience:

• 5+ years managing enterprise CRM products, agile backlogs, or technical projects (Salesforce experience required).
• Migration & Consolidation: Proven experience leading large-scale CRM consolidations or legacy platform migration projects.
• Vendor Management: Success managing deliverables, timelines, and contract scope with external systems integrators and consultants.
• Matrix Collaboration: Experience working within matrixed organizations, successfully collaborating across distinct reporting lines.
• Tooling Proficiency: Strong proficiency using Jira and Monday.com to track and expose high-volume technical backlogs.
• Resourcefulness: Ability to drive scale through process automation and smart prioritization within a lean team environment.

Other:

• Bachelor’s degree in Business, IT, Marketing, or a related field. Key Performance Indicators (KPIs)
• Backlog Health: A clearly prioritized, fully visible 12-month CRM delivery roadmap.
• Milestone Execution: On-time delivery of data integration phases and scheduled legacy system migrations into Salesforce.
• Vendor Efficiency: External projects delivered on-scope with zero budget creep from unauthorized customizations.
• Matrix Synergy: Smooth collaboration with the CRM BA and PM, maintaining steady project velocity and minimizing friction

Key Skills

Education

Bachelor's degree