CRM Product & Operations Manager

Description What We're Looking For: We're looking for a CRM Product & Operations Manager to own the strategy, delivery, and day-to-day health of our Salesforce and Salesforce CPQ ecosystem. You'll lead the CRM product lifecycle end to end — from discovery and prioritization through release, adoption, and production support — partnering closely with Sales, RevOps, Deal Desk, Customer Experience, Finance, IT, and Engineering across the Americas, EMEA, and APAC. Join a collaborative, globally distributed BizApps team that partners closely with business and technology stakeholders to turn requirements and operational needs into scalable, user-friendly solutions. The team moves with purpose, embraces continuous improvement, and values ownership, transparency, innovation, and shared success. What You'll Do: Own and evolve the CRM product roadmap for Salesforce and Salesforce CPQ, balancing business priorities, platform enhancements, technical dependencies, and production stability. Partner with Sales, RevOps, Deal Desk, Customer Experience, Finance, IT, and Engineering to translate business needs into prioritized, scalable CRM solutions. Own hiring, performance management, and day-to-day people leadership for the CRM team, ensuring clear ownership and accountability across product, operations, and support workstreams. Lead, coach, and develop a team of 1-4 CRM analysts/administrators, setting priorities, providing regular feedback, and supporting their growth and career development. Own and prioritize the CRM product backlog — enhancements, defects, and operational requests — based on business value, user impact, effort, and risk. Lead CRM initiatives through the full product lifecycle: discovery, requirements definition, development, testing, release, adoption, and post-production evaluation. Lead day-to-day Salesforce/CPQ operations, production support, and system administration, including investigation of complex incidents, root cause analysis, and preventative fixes. Manage QA and release activities — test planning, UAT, release validation — and lead sprint planning and sprint reviews. Manage Jira workflows for enhancements, defects, and support requests, and drive process improvements through automation, documentation, and self-service capabilities. Improve CRM adoption, usability, and data quality by identifying friction points and simplifying business processes. Manage user access, permissions, and administrative operations, and support integrations and troubleshooting across Salesforce, NetSuite, Boomi, AWS, Snowflake, and Tableau. Define and monitor product and operational metrics to measure platform health, adoption, support efficiency, and release effectiveness. Lead software license audits and optimization across enterprise platforms, and manage vendor and contractor relationships, invoicing, and delivery. Support business-critical operations during high-volume periods…