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Hybrid Product Manager – CRM, Service Enablement, Post-Purchase, Service

at Kimberly-Clark
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Posted 1 hour ago

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About the role

  • Define and evolve the CRM product vision for service enablement, aligned to post-purchase journey goals and business outcomes.
  • Partner with Journey Managers to ensure CRM capabilities support the execution and continuous improvement of service and support journeys.
  • Stay attuned to service trends, customer expectations, and competitive benchmarks to inform product direction.
  • Establish a persona-based CRM platform that supports differentiated service experiences and drives internal adoption across service roles.
  • Collaborate with Experience Design Architects to ensure CRM capabilities align with service blueprints and experience architecture.
  • Work with Product Designers to translate experience strategy into tangible workflows, UI/UX, and technical product designs for service agents and support teams.
  • Partner with customer care, operations, and digital teams to capture requirements and prioritize enhancements that improve resolution speed, satisfaction, and efficiency.
  • Strong collaboration with customer-facing self-service portal Product Manager to ensure seamless omnichannel service experience.
  • Lead product development from discovery through delivery, including backlog management, sprint planning, and release communication.
  • Translate roadmap into executable features and user stories in partnership with Product Owners and technical teams.
  • Ensure CRM integrations with knowledge bases, case management, field service, logistics and escalation tools are seamless and scalable.
  • Track adoption and impact using KPIs such as case resolution time, first contact resolution, CSAT, and agent productivity.
  • Define and maintain a CRM data strategy that supports a 360° customer view and enables AI/ML-driven insights for service personalization and automation.
  • Ensure data quality, governance, and analytics capabilities support proactive service, escalation management, and customer retention.
  • Leverage Salesforce Service Cloud as a system of intelligence to simplify processes and drive automation, triage, and decision-making.
  • Partner with enablement and change teams to drive adoption of CRM capabilities across service and support teams.
  • Communicate product vision, roadmap, and results to stakeholders and leadership.
  • Foster a culture of continuous improvement through feedback loops, usability testing, and iteration.

Requirements

  • 6+ years of product management experience, including 3+ years working in the Salesforce ecosystem.
  • Bachelor's degree
  • Proven track record of delivering CRM capabilities that drive service excellence and operational efficiency.
  • Deep expertise in Salesforce Service Cloud, including case management, knowledge, and automation features.
  • Strong understanding of post-purchase service processes, escalation workflows, and customer support operations.
  • Proficiency in agile methodologies, backlog management, and cross-functional collaboration.
  • Ability to translate service needs into technical requirements and user-centric solutions.
  • Preferred: Experience working with Journey Managers, Experience Designers, and cross-functional product teams.
  • Familiarity with service blueprinting, experience mapping, and workflow design.
  • Strong communication and storytelling skills to influence stakeholders and drive alignment.
  • Experience with AI/ML, data strategy, and CRM analytics for service optimization.
  • Vendor management and experience with service ecosystem tools (e.g., field service, chatbots, escalation platforms, FourKites).

Benefits

  • Great support for good health with medical, dental, and vision coverage options with no waiting periods or pre-existing condition restrictions.
  • Access to an on-site fitness center, occupational health nurse, and allowances for high-quality safety equipment.
  • Flexible Savings and spending accounts to maximize health care options and stretch dollars when caring for yourself or dependents.
  • Diverse income protection insurance options to protect yourself and your family in case of illness, injury, or other unexpected events.
  • Additional programs and support to continue your education, adopt a child, relocate, or even find temporary childcare.

Job title

Product Manager – CRM, Service Enablement, Post-Purchase, Service

Job type

Full Time

Experience level

Mid levelSenior

Salary

$127,600 - $157,600 per year

Degree requirement

Bachelor's Degree

Tech skills

Cloud

Location requirements

HybridAtlantaUnited States

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