Sr. Manager, CRM Product Management

Cencora is committed to creating healthier futures and is seeking a Senior Manager in CRM Product Management. This role involves leading the design and development of self-service products and digital customer experience solutions, focusing on enhancing customer engagement through AI technologies and digital transformation.

Responsibilities:

• Supports the development and execution of enterprise self-service and agentic transformation strategies aligned with customer experience and digital transformation objectives
• Partners with business leaders and customer experience stakeholders to identify opportunities to increase digital adoption, self-resolution rates, and automation
• Develops and maintains product roadmaps for self-service portals, customer communities, AI-powered virtual assistants, knowledge solutions, and autonomous service capabilities
• Leads customer journey analysis and service experience assessments to identify opportunities for digitization and automation
• Champions Design Thinking and customer-centric product development methodologies
• Drives adoption of AI-powered customer engagement capabilities, including conversational AI, intelligent knowledge delivery, predictive recommendations, and autonomous workflow execution
• Partners with business and IT leadership to define success metrics and business outcomes for self-service and agentic initiatives
• Evaluates emerging technologies and industry trends to identify opportunities for innovation and competitive advantage
• Manages the lifecycle of self-service products and customer-facing digital solutions from strategy through implementation and support
• Defines and prioritizes product backlogs, business requirements, user stories, and enhancement requests
• Collaborates with business stakeholders to define customer experience requirements and success criteria
• Leads the design and continuous improvement of customer self-service experiences across web, mobile, and digital engagement channels
• Ensures product features align with customer needs, business objectives, and enterprise architecture standards
• Partners with development teams to deliver scalable, secure, and intuitive digital experiences
• Facilitates user acceptance testing, customer feedback collection, and product validation activities
• Identifies and mitigates product risks, dependencies, and implementation challenges
• Leads initiatives to implement agentic customer experiences leveraging Salesforce Agentforce, AI agents, conversational AI, workflow automation, and intelligent orchestration technologies
• Defines business use cases and value strategies for autonomous agents and AI-assisted customer interactions
• Partners with architects and engineering teams to design scalable agentic solutions that integrate seamlessly with enterprise business processes
• Oversees implementation of AI-powered service experiences, including: Virtual agents and digital assistants Autonomous case resolution capabilities Intelligent knowledge recommendation engines Guided self-service journeys Proactive customer support solutions Workflow automation and service orchestration
• Establishes governance practices for responsible AI adoption, solution quality, and business value realization
• Measures and improves agent effectiveness, automation rates, customer satisfaction, containment rates, and operational efficiencies
• Oversees ongoing support and continuous improvement of self-service products and agentic capabilities
• Partners with support and operations teams to ensure reliable and effective service delivery
• Monitors solution performance, adoption trends, customer feedback, and business outcomes
• Drives product enhancements based on customer insights, usage analytics, and evolving business needs
• Ensures product documentation, training materials, and knowledge assets remain current and effective
• Serves as an escalation point for significant customer experience issues impacting self-service solutions
• Maintains product roadmaps, release schedules, and enhancement pipelines for self-service and agentic products
• Coordinates delivery across business teams, development teams, vendors, architects, and operational support organizations
• Drives adoption strategies and change management activities to increase customer utilization of self-service capabilities
• Tracks and communicates product outcomes, progress, risks, and value realization metrics
• Supports annual planning, investment prioritization, and demand management activities
• Assists in managing budgets associated with self-service and digital transformation initiatives
• Supports development of business cases for AI, self-service, and experience transformation investments
• Manages vendor and partner relationships supporting Salesforce, AI, and digital engagement solutions
• Evaluates technology investments based on customer value, operational efficiency, and business outcomes
• Identifies opportunities to optimize costs through automation and digital adoption
• Leads a team of product owners, business analysts, product analysts, and customer experience professionals
• Provides matrix leadership across development, architecture, QA, UX, and support teams
• Coaches team members on product management, customer experience design, Agile delivery, and digital transformation practices
• Promotes innovation, customer-centric thinking, and continuous learning
• Drives accountability for business outcomes, customer satisfaction, and product adoption
• Supports workforce planning, capability development, and succession planning activities

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 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
• Experience implementing AI-enabled customer experiences, conversational AI, intelligent automation, or agentic solutions preferred