Digital Product Manager, CRM

Job Description

We help our customers when they need us most. As the market leader of protection plans, we touch the lives of millions of people across the world. Our success is due to our focus on delivering great service to our customers through a modern, digital platform. We are looking for an experienced Digital Product Manager to drive key initiatives that accelerate our CRM and Agent Experience roadmap.

Responsibilities

• Own the definition, delivery, and outcomes of CRM capabilities within your product area, ensuring every initiative is tied to measurable business impact, including improved agent efficiency, reduced handle time, and enhanced service quality.
• Contribute to and help shape the product vision, while owning the execution of the roadmap and backlog for CRM and agent-facing capabilities within your product area.
• Work closely across operations, customer experience, and technology to contribute to the evolution of agent experiences through AI-driven capabilities, enabling smarter workflows, assisted decision-making, and increased automation across the agent journey.
• Partner with engineering and global product teams to deliver solutions across both SaaS platforms and internally built systems.
• Accountable for delivering measurable results, enabling teams to build best-in-class agent experiences, and directly influencing overall business success through outcome-based delivery.

Qualifications

• 4+ years of experience as a product manager within a technology development environment.
• Experience driving measurable business or product outcomes and breaking down work into iterative and incremental delivery to achieve those outcomes.
• Familiarity with CRM systems and/or customer service agent facing tools.
• Bachelor's Degree.