Senior Manager, CRM Product Management

🕒 il y a 1 mois

🔔 Pennsylvania, Texas – Distant

🔔 Pennsylvania – Remote 🤠 Texas – Remote

⏰ Temps Plein

🟠 Senior

✅ Responsable Produit

👻 Score fantôme 37%

Ce que ça veut dire : la probabilité que cette offre reste ouverte sans recrutement actif.Comment le lire : 60 % ou plus, on pense que c'est une offre fantôme. Un score plus bas est moins inquiétant.Comment on la calcule : ancienneté, republications, postes ouverts vs taille de l'équipe, rapidité de clôture, et si le salaire est indiqué.À noter : une estimation à partir de données publiques, pas un jugement sur l'entreprise. De vraies offres peuvent avoir un score élevé, alors prenez-le comme un indice, pas comme un fait.

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Cencora

Site WebLinkedInTous les Emplois

10 000+ employés

💼 Conseil

📦 Logistique

🏥 Santé

Consulting • Logistics • Healthcare

Cencora est une entreprise dédiée à l'amélioration de la santé et du bien-être des personnes et des animaux à travers le monde. Héritière de l'legacy d'AmerisourceBergen, Cencora propose une vaste gamme de solutions de pointe dans l'industrie, comprenant la logistique spécialisée, l'entreposage, la recherche de médicaments, le soutien au développement clinique, et bien plus encore. Elle offre des services de commercialisation et d'accès des patients, ainsi que des services de distribution en gros et spécialisée. Cencora sert une clientèle diversifiée, incluant des entreprises pharmaceutiques, des cabinets médicaux, des pharmacies et des systèmes de santé. L'entreprise étend également ses services à la santé animale, en gérant des opérations et en livrant des produits pour le soin pharmaceutique animal. Avec une forte présence mondiale, Cencora a pour objectif de redéfinir la prestation de soins de santé grâce à des produits et des solutions innovants, s'efforçant de créer des futurs plus sains pour tous.

Description

• Lead the design, development, enhancement, and support of self-service products and digital customer experience solutions powered by Salesforce and emerging AI technologies • Drive product strategy, roadmap execution, and adoption of self-service and agentic capabilities • Partner with business stakeholders, customer experience teams, architects, and delivery teams to transform service models into scalable digital experiences • Develop and execute enterprise self-service and agentic transformation strategies • Identify opportunities to increase digital adoption, self-resolution rates, and automation • Develop and maintain product roadmaps for self-service portals, customer communities, AI-powered virtual assistants, knowledge solutions, and autonomous service capabilities • Lead customer journey analysis and service experience assessments • Drive adoption of conversational AI, intelligent knowledge delivery, predictive recommendations, and autonomous workflow execution • Manage the lifecycle of self-service products and customer-facing digital solutions from strategy through implementation and support • Define and prioritize product backlogs, business requirements, user stories, and enhancement requests • Lead continuous improvement of self-service experiences across web, mobile, and digital engagement channels • Facilitate user acceptance testing, customer feedback collection, and product validation • Lead implementation of agentic customer experiences using Salesforce Agentforce, AI agents, conversational AI, workflow automation, and intelligent orchestration • Oversee AI-powered service experiences including virtual agents, autonomous case resolution, knowledge recommendations, guided self-service, proactive support, and workflow automation • Establish governance for responsible AI adoption, solution quality, and business value realization • Measure and improve agent effectiveness, automation rates, customer satisfaction, containment rates, and operational efficiency • Oversee ongoing support and continuous improvement of products and agentic capabilities • Monitor solution performance, adoption trends, customer feedback, and business outcomes • Maintain product roadmaps, release schedules, and enhancement pipelines • Coordinate delivery across business, development, vendor, architecture, and operational support teams • Drive adoption strategies and change management activities • Track and communicate product outcomes, progress, risks, and value realization metrics • Support planning, investment prioritization, and demand management • Assist with budgets and business cases for AI, self-service, and experience transformation investments • Manage vendor and partner relationships • Lead product owners, business analysts, product analysts, and customer experience professionals • Provide matrix leadership across development, architecture, QA, UX, and support teams • Coach team members on product management, customer experience design, Agile delivery, and digital transformation • Support workforce planning, capability development, and succession planning

🎯 Exigences

• Bachelor's degree in Business, Information Systems, Computer Science, Engineering, or related field • Typically 8+ years of experience in product management, digital transformation, customer experience, Salesforce solutions, or related fields • 3+ years of leadership experience managing product or cross-functional teams • Demonstrated experience delivering enterprise self-service and customer engagement solutions • Experience with Salesforce Experience Cloud, Service Cloud, Digital Engagement, and customer portal technologies • Experience implementing AI-enabled customer experiences, conversational AI, intelligent automation, or agentic solutions preferred • Experience working in Agile, Scrum, or SAFe delivery environments • Strong understanding of self-service strategies, customer experience design, and digital engagement best practices • Deep knowledge of Salesforce Experience Cloud, Service Cloud, Knowledge Management, Digital Engagement, and customer portal solutions • Experience with AI-powered service solutions, conversational AI, virtual assistants, Agentforce, or similar agentic technologies • Strong product management skills, including roadmap planning, backlog prioritization, and business case development • Knowledge of customer journey mapping, Design Thinking, and human-centered design methodologies • Strong analytical and data-driven decision-making capabilities • Ability to translate complex business needs into scalable digital and AI-enabled solutions • Strong stakeholder management and executive communication skills • Working knowledge of Agile and SAFe methodologies • Proven ability to drive organizational change, digital adoption, and customer experience transformation • Ability to lead cross-functional teams in a fast-paced, matrixed environment

🏖️ Avantages

• Medical, dental, and vision care • Comprehensive wellness benefits supporting physical, emotional, financial, and social well-being • Backup dependent care • Adoption assistance • Infertility coverage • Family building support • Behavioral health solutions • Paid parental leave • Paid caregiver leave • Training programs • Professional development resources • Mentorship programs • Employee resource groups • Volunteer activities