Senior Manager, Technical Product Ownership

About this role

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Job Details

SUMMARY
Under the direction of the IT Group Product Owner, the IT Product Lead – CRM serves as the technical lead and product owner for the CRM and client portal products supporting core Group Purchasing Organization (GPO) operations. This role is accountable for the end-to-end technology delivery of solutions built on Salesforce Service Cloud and Experience Cloud, including API integrations with other enterprise cloud platforms. In partnership with the Business Product Owner for CRM, the IT Product Lead ensures that products are delivered in alignment with business priorities, customer requirements, technical roadmaps, security standards, and service-level commitments.

The IT Product Lead – CRM requires hands-on technical leadership — guiding architecture decisions, backlog prioritization, and engineering best practices — while collaborating with IT and business stakeholders to drive continuous improvement, value realization, and long-term product strategy. This role will establish product plans, technical roadmaps, work with technical architects to ensure a forward-looking design strategy within the Salesforce ecosystem, and collaborate with business and IT leaders on long-term strategies to maintain and enhance the product(s).

The IT Product Lead – CRM is expected to demonstrate general knowledge and capabilities in all areas of the operating model and application lifecycle management. This role will provide coaching and guidance to a cross-functional team and must have a strong understanding of product design, product ownership, continuous delivery, lean practices, agile practices and execution, operations, and development/engineering. This role is accountable for maintaining service costing and resource budgets for their product(s). This role supports highly complex GPO business processes — including contract management, member relationships, and client portal operations — that require cross-team support outside of the immediate product team and will require managing and leveraging resources from architecture, release/change management, infrastructure, network, and other systems in support of the product.
PRIMARY DUTIES AND RESPONSIBILITIES
Strategy / Planning

• Plans for future changes to the CRM and client portal products to meet GPO customer and business priorities

• Works collaboratively with other product owners, customer relationship managers, and capacity planners to forecast demand for Salesforce-based solutions

• Partners with IT and business leaders to identify and prioritize initiatives based on GPO business needs and timetables

• Maintains liaison relationships with GPO business partners and IT partners to provide effective technical solutions within the Salesforce ecosystem

• Drives continuous improvement in all areas impacting the CRM and portal products, including Salesforce platform optimization and API integration reliability

• Develops business-focused concepts, including risk assessments, cost-benefit analyses, strategic initiatives, and task/defect fix prioritization

• Aligns with IT strategy and architecture teams to define and maintain the long-term Salesforce product strategy roadmap, including Service Cloud, Experience Cloud, and integration architecture

• Fosters an environment of Design Thinking across the product team

• Develops and maintains product roadmaps that incorporate new features, technical debt reduction, and product end-of-life or retirement planning

• Works with Release Management and other product owners to ensure that products are reflected in business plans

• Interfaces with GPO clients regarding product offerings, costs, value propositions, and onboarding processes — particularly for the client portal

• In conjunction with the Business Product Owner, develops customer communications strategy that facilitates and promotes awareness of significant events for the product(s)

• Benchmarks and manages IT metrics established for the product team

Technical Leadership

• Serves as the technical lead for the CRM product team, providing hands-on guidance on Salesforce architecture, design patterns, and engineering best practices

• Guides the team on declarative vs. programmatic development decisions within the Salesforce platform

• Oversees the design, development, and reliability of API integrations between Salesforce and other enterprise cloud platforms, ensuring data integrity and scalability

• Owns the technical delivery of the GPO client portal (built on Salesforce Experience Cloud), ensuring it meets client expectations for usability, performance, and reliability

• Leads backlog refinement and technical story creation, ensuring user stories include well-defined acceptance criteria and architectural considerations

• Conducts or facilitates code reviews, architecture reviews, and design discussions to maintain quality standards

• Provides sprint-level technical decision-making and removes technical blockers for the development team

• Partners with Salesforce architects and enterprise architects to evaluate platform capabilities, governor limits, and scalability considerations

• Ensures Salesforce platform governance standards are followed, including release management, environment strategy, and data governance

Product Definition / Risk Management

• Works with the Business Product Owner to prioritize continuous improvement, technical debt paydown, and defect resolution within the Salesforce environment

• Develops business-focused concepts including risk management, cost-benefit analysis, strategic initiatives, innovative solutions,…