Collette is seeking to transform how they engage with travelers, agents, and internal teams, leveraging AI and automation to deliver superior customer experiences and operational efficiency through innovative, reliable technology solutions.
Requirements
- 5+ years of experience in technology product management, with direct experience in CRM systems (preferably Microsoft Dynamics) and customer support technologies.
- Experience implementing large-scale projects and leading cross-functional teams.
- Skilled in JIRA or similar project management tools.
- Proven ability to manage multiple projects simultaneously and prioritize effectively in a fast-paced, dynamic environment.
- Experience with AI-powered solutions, automation, and data-driven decision-making in CRM or support environments is highly desirable.
- Quick learner, adaptable to new technologies and processes.
- Strong organization, planning, and time management skills.
Responsibilities
- Develop and communicate a clear product strategy and roadmap for CRM and customer support technologies, aligning with business goals and priorities.
- Lead major initiatives to modernize and optimize the CRM platform (Microsoft Dynamics), including integrations with support tools, AI-powered features (e.g., Copilot, predictive analytics), and automation.
- Maintain and prioritize the product backlog, ensuring alignment with the roadmap and effective response to user and stakeholder needs.
- Define and monitor key performance indicators to guide product decisions and measure impact on strategic business initiatives.
- Conduct ongoing market research and competitive analysis to ensure our CRM and support products remain competitive and relevant.
- Ensure timely delivery of projects within scope and budget, managing risks and dependencies.
- Identify and drive opportunities to leverage AI (e.g., Copilot, Sales Insights) and automation to improve customer support, agent productivity, and business outcomes.
Other
- Bachelor’s degree required.
- Strong communication skills, able to engage effectively with stakeholders at all levels.
- Demonstrated experience in strategic planning, execution, and delivering exceptional customer experiences.
- Ability to collaborate closely with cross-functional teams—including Client Care Center, Sales, Marketing, and Data—to optimize sales and support processes that meet business needs and drive growth.
- Potential for managerial responsibilities on larger projects.
