Senior Manager, CRM Product Management

🕒 July 30

🔔 Pennsylvania, Texas – Remote

🔔 Pennsylvania – Remote 🤠 Texas – Remote

⏰ Full Time

🟠 Senior

✅ Product Manager

👻 Ghost score 33%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Cencora

WebsiteLinkedInAll Job Openings

10,000+ employees

💼 Consulting

📦 Logistics

🏥 Healthcare

Consulting • Logistics • Healthcare

Cencora is a company dedicated to improving the health and well-being of both people and animals globally. Built on the legacy of AmerisourceBergen, Cencora offers a wide range of industry-leading solutions that encompass specialty logistics, warehousing, drug research, clinical development support, and more. They provide commercialization and patient access support and offer wholesale and specialty distribution services. Cencora serves a diverse clientele, including pharmaceutical companies, physician practices, pharmacies, and health systems. The company also extends its services to animal health, managing operations and delivering products for animal pharmaceutical care. With a strong global footprint, Cencora aims to reshape healthcare delivery through innovative products and solutions, striving to create healthier futures for all.

📋 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

🎯 Requirements

• 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

🏖️ Benefits

• 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