DescriptionAbout the Role:The CRM, Product Manager leads the credit union's strategy and execution for its Customer Relationship Management (CRM) and AI driven automation program. This position operates at the intersection of business, technology, and data; owning the product vision, roadmap, and continuous optimization of the Creatio.ai platform. This role partners across business units to assist with translating operational needs into scalable member-centric workflows, intelligent automation, and actionable insights, and represents the Creatio program to senior leadership. The role blends product leadership, people management, analytical rigor, and platform strategy to deliver measurable improvements in efficiency, member engagement, and service quality.
Scheduled Weekly Hours:40 hours per week; Monday - Friday; 8:30am - 5:30pm
What you'll be doing:- Lead the strategy, roadmap, and continuous optimization of Bay Federal's Creatio.ai CRM and AI automation platform.
- Partner with business units to translate operational needs into scalable CRM solutions, workflows, and automation opportunities.
- Design, configure, and optimize member journeys, case management, and AI-driven workflows to improve efficiency and the member experience.
- Manage the Creatio product backlog, define priorities, and balance strategic initiatives with business needs.
- Develop dashboards, reports, KPIs, and ROI analyses to measure platform adoption, operational performance, and business outcomes.
- Collaborate with technical teams to integrate Creatio with core systems and third-party applications while ensuring security and compliance.
- Lead user adoption through stakeholder engagement, training, change management, and continuous process improvement.
- Manage the Product Analyst, CRM & AI Automation, providing coaching, performance management, and professional development.
- Serve as the primary relationship manager with Creatio, overseeing vendor partnerships, licensing, escalations, and platform enhancements.
- Champion innovation by identifying opportunities to leverage AI and automation to streamline processes and deliver measurable business value.
You're Perfect For This Role If You Have:- Bachelor's degree in Information Systems, Business Administration, Data Analytics, or a related field (or equivalent experience).
- 7-10 years of experience in business analysis, product management, or CRM platform delivery, including experience leading or mentoring others.
- 5+ years of people leadership experience with a proven ability to coach, develop, and lead high-performing teams.
- Hands-on experience with CRM platforms (Creatio preferred; Salesforce, Microsoft Dynamics, or similar) and workflow automation or low-code/no-code solutions.
- Experience leveraging AI and automation tools to improve business processes and operational efficiency.
- Strong analytical skills with experience developing dashboards, reporting, KPIs, and business intelligence insights.
- Proven ability to translate business objectives into technical solutions while partnering effectively with both business and technology teams.
- Strong communication, stakeholder management, and strategic planning skills, with the ability to influence at all levels of the organization.
- Experience in financial services or a credit union environment is preferred.
- A product mindset with a passion for continuous improvement, innovation, and delivering exceptional member experiences.
Comprehensive Benefits- 401(k) Matching: We'll match your contributions dollar-for-dollar up to 5% of your pay.
- Annual Bonus Eligibility: Share in our success through our annual bonus plan.
- Health Coverage That Cares: Choose from quality Medical, Dental, Vision, Life Insurance, and Long-Term Disability options.
- Employee Assistance Program: Receive up to six face-to-face sessions per person, per reason, for you and your household.
- Wellness Program: Holistic support for your physical, financial, and emotional health.
- Rocket Lawyer Legal Services: Company-sponsored program that provides legal documents, advice, and attorney assistance for a wide range of needs.
- Additional Options: Customize your coverage with Pet Insurance and Aflac supplemental plans.
Perks That Set Us Apart- Recognized as the #1 Credit Union to Work For by Credit Union Journal.
- Named a Best Place to Work in the Bay Area by SF Business Times and Silicon Valley Journal.
- 11 paid Federal Holidays each year, so you can recharge and celebrate.
- Career Growth & Development:
- Access to industry-standard webinars and LinkedIn Learning courses.
- Leadership partnership with Cabrillo College - a 12-week program designed for emerging supervisors and managers.
- $1,500 Mac McCormac Employee Scholarship to support your education goals.
- Hybrid Work Environment: Enjoy flexibility with remote work opportunities and connect in person during our biannual All-Staff Meetings.
Bay Federal Credit Union is proud to offer a competitive, robust compensation and benefits package. Bay Federal considers many factors in determining base pay such as experience, education/training, internal peer equity, job location, and other business considerations when extending an offer. For Santa Cruz, CA only, the pay scale Bay Federal reasonably expects to pay for this position is $114,338 - $142,922.50 annually. Salaries are based on the geographic location in which you live if working remotely.
Bay Federal provides health care benefits, life and disability insurance, paid holidays and 401k with a company match to eligible employees; along with employee paid voluntary benefits. Paid time off is accrued per paycheck for eligible employees at a rate based on your tenure. Leaves of absences are available in adherence with state and federal regulations.
