Director, Product Management - Customer Relationship Management (CRM)

As a Director of Product Management at First Tech, you'll oversee the strategy, development, and optimization of our Customer Relationship Management (CRM) platform. You'll lead a dedicated team, collaborate across departments, and focus on aligning product initiatives with user needs and business goals. Your role is vital in driving customer engagement and retention.

Candidates for the Director of Product Management - CRM role at First Tech should ideally have at least 7 years of experience in product operations or management, with a minimum of 5 years leading diverse teams. A bachelor's degree in a relevant field is preferred, and an MBA is a plus. Strong communication, leadership, and analytical skills are also essential.

The target compensation for a Director of Product Management - CRM at First Tech in San Jose, CA, ranges from $200k to $230k annually, along with an annual bonus. This competitive package reflects the high-impact role you'll play in advancing our CRM platform.

First Tech is committed to fostering a culture of continuous learning and growth. As the Director of Product Management - CRM, you will have access to training resources, mentorship opportunities, and potentially supportive programs for further education to ensure you and your team thrive.

The work environment for the Director of Product Management - CRM at First Tech is dynamic and collaborative. With a hybrid work model, you can engage in both in-office and remote work, allowing for flexibility while you lead a proactive team to meet business objectives.

First Tech offers a comprehensive benefits package for the Director of Product Management - CRM, including traditional medical, dental, and vision coverage, a 401K matching program, 17 days of Paid Time Off your first year, and special employee pricing on various lending products.

Cross-functional collaboration is crucial for the Director of Product Management - CRM at First Tech. You'll work closely with teams across engineering, marketing, sales, and customer success to ensure the product aligns with user needs, driving seamless integration and innovation.

To optimize the CRM product roadmap at First Tech, I would start by analyzing current user data and market trends. Collaborating with stakeholders, I'd prioritize features that enhance customer engagement and retention while ensuring alignment with our business goals. Engaging in regular feedback loops with users would also be key.

Prioritizing features in a CRM product for a diverse user base involves gathering feedback from various customer segments. I would utilize data analytics and customer interviews to identify pain points, ensuring that the features we prioritize meet the largest needs while also enhancing the overall user experience.

In a past role, I led a cross-team initiative to integrate a new CRM feature. By establishing clear communication channels and regular check-ins, we aligned marketing, engineering, and customer support efforts, resulting in a successful rollout that exceeded engagement targets by substantial margins.

For evaluating CRM initiatives, I would track several key metrics, including customer engagement rates, retention rates, feature adoption rates, and customer satisfaction scores. Additionally, I would analyze conversion rates from user feedback to ensure we are meeting and exceeding user expectations.

Ensuring compliance with data protection standards in CRM management requires a thorough understanding of regulations like GDPR and CCPA. I would collaborate closely with our legal and IT teams to implement best practices around data collection, storage, and access while regularly reviewing our policies and training staff.

My approach to team leadership is rooted in collaboration and empowerment. I prioritize open communication, providing my team members with the tools they need for success while fostering an environment where everyone can share ideas and take ownership of their projects.

Market research serves as the foundation of my product management process. It helps identify emerging trends, customer preferences, and potential gaps in the market. This information guides our product strategy, ensuring we stay ahead of competitors and deliver value to our customers.

Handling conflicting priorities from stakeholders requires a balanced approach. I would facilitate discussions to understand their perspectives, evaluate the potential impacts on our users, and negotiate a resolution that aligns with our overall product vision while ensuring transparency throughout the process.

Successful vendor management involves establishing clear expectations, maintaining open communication, and evaluating vendor performance regularly. I prioritize building strong relationships with our vendors to foster collaboration, resulting in solutions that enhance our CRM platform.

Promoting a customer-centric culture in product management starts with ensuring users' voices are central to our decision-making processes. I advocate for incorporating customer feedback through various channels, such as surveys and usability tests, and celebrating team achievements that positively impact user experiences.