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Job Category
Product
Job Details
The Customer Success Group's (CSG) Product Operations team is responsible for enabling the systems, processes, and operational capabilities that support the lifecycle of CSG products and services. We partner across Product Management, Business Technology (BT), Digital Engagement Technology (DET), Delivery Operations, Sales Operations, and Customer Success organizations to ensure our products are easy to buy, sell, provision, and deliver.
The team serves as the bridge between business strategy and technology execution, translating complex business requirements into scalable operational solutions. We maintain a multi-year roadmap of strategic initiatives, develop business cases and requirements, coordinate cross-functional execution, and drive adoption of new capabilities that improve the customer and employee experience. Through strong governance, stakeholder alignment, and continuous improvement, we help accelerate innovation while ensuring operational excellence across the CSG portfolio.
Role Description:The CSG Product Operations team is seeking an experienced and motivated Product Manager to lead strategic business initiatives that require close partnership with Business Technology (BT) and Digital Engagement Technology (DET) teams. This role will be responsible for defining business requirements, developing implementation proposals, managing stakeholder alignment, supporting solution design, and ensuring successful delivery of critical operational capabilities.
You will serve as the primary business owner for a portfolio of strategic initiatives, working across product, operations, and technology organizations to transform business needs into scalable system solutions. While this role will not perform system configuration or development work directly, it will play a critical role in guiding initiatives from concept through deployment, user acceptance testing, and adoption.
Responsibilities & Impact:Success will be measured by the successful delivery of strategic initiatives, quality of requirements and business processes, stakeholder satisfaction, and the adoption and effectiveness of delivered solutions.
Strategic Initiative Leadership:- Lead the planning, prioritization, and execution of strategic initiatives across CSG Product Operations.
- Develop business cases, project proposals, implementation plans, and executive-level communications.
- Partner with stakeholders to define objectives, success metrics, risks, and dependencies.
- Maintain visibility into initiative status, timelines, and key milestones.
Requirements & Solution Definition:- Gather, document, and prioritize business requirements across multiple stakeholder groups.
- Develop user stories, process flows, acceptance criteria, and business requirements documentation.
- Partner with BT and DET teams to evaluate solution options and align on delivery approaches.
- Ensure proposed solutions effectively address business needs while supporting scalability and maintainability.
Cross-functional Collaboration:- Serve as the primary liaison between Product Operations, Product Management, BT, DET, Sales Operations, Delivery Operations, and other business stakeholders.
- Facilitate alignment across teams with competing priorities and dependencies.
- Drive decision-making through data, stakeholder engagement, and structured governance processes.
- Provide ongoing business context and feedback throughout the development lifecycle.
Testing & Release Readiness:- Coordinate User Acceptance Testing (UAT) activities and validate delivered solutions against business requirements.
- Develop testing plans, success criteria, and deployment readiness assessments.
- Partner with stakeholders to identify and resolve defects, gaps, and process impacts prior to launch.
- Support change management, communications, and adoption activities.
Continuous Improvement:- Monitor initiative outcomes and identify opportunities for optimization and automation.
- Evaluate business processes and recommend improvements that increase efficiency, scalability, and user experience.
- Leverage data and stakeholder feedback to drive continuous enhancement of systems and operational processes.
Qualifications:- Bachelor's degree in Business, Product Management, Information Systems, Operations, or related field (or equivalent work experience).
- 5+ years of experience in Product Management, Product Operations, Program Management, Business Analysis, Business Systems, or related disciplines.
- Demonstrated experience translating business requirements into technology solutions.
- Experience leading complex cross-functional initiatives involving multiple stakeholder groups.
- Strong project management, organizational, and prioritization skills with the ability to manage multiple initiatives simultaneously.
- Excellent written and verbal communication skills, including executive-level presentations and documentation.
- Experience working with Agile methodologies, user story development, and requirements management.
- Strong analytical and problem-solving skills with a focus on process improvement and operational excellence.
Preferred Qualifications:- Experience working with Salesforce products, platforms, and business processes.
- Experience partnering with Business Technology, Engineering, or Enterprise Systems teams.
- Experience leading User Acceptance Testing (UAT) and release readiness activities.
- Knowledge of customer success, sales operations, provisioning, entitlement management, or service delivery processes.
- Experience with Tableau, reporting, analytics, and business process design.
- Salesforce Administrator Certification and/or Salesforce Trailhead credentials are a plus.
Desirable Skills:- Strong stakeholder management and influence skills without direct authority.
- Ability to navigate ambiguity and drive clarity across complex initiatives.
- Strategic thinker with strong execution capabilities.
- Comfortable operating in a fast-paced environment with evolving priorities.
- Passion for driving operational excellence and delivering measurable business impact.
