Customer 360 Business Lead (CRM)

TL;DR

Customer 360 Business Lead (CRM): Leading the definition and delivery of the CRM product vision and roadmap to unify customer experience across sales, service, and retail touchpoints with an accent on data integration, workflow optimization, and cross-functional stakeholder alignment. Focus on translating complex business needs into actionable requirements, managing the CRM enhancement backlog, and ensuring system readiness for frontline teams.

Location: Must be based in the United States (Remote eligible with restrictions).

Company

hirify.global is a telecommunications provider dedicated to serving Alaskans with critical services and fostering an inclusive, community-focused work environment.

What you will do

• Define and own the strategic CRM product vision, roadmap, and multi-quarter delivery priorities.
• Translate frontline operational needs into structured business requirements and user stories.
• Manage the CRM enhancement backlog, ensuring clear acceptance criteria and alignment with long-term platform strategy.
• Lead cross-functional stakeholder alignment across business, technology, and data teams to ensure successful release adoption.
• Define complex data and integration requirements, ensuring CRM data is trusted and actionable for enterprise measurement.
• Oversee change management strategies for CRM releases to ensure frontline readiness and measurable business impact.

Requirements

• Bachelor’s degree in Business, Communications, Operations, Analytics, or a related field.
• Minimum of 10 years of progressive experience in customer experience operations, product management, or business systems.
• At least 4 years of experience supporting or enhancing CRM systems and capabilities.
• At least 2 years of experience leading projects or programs in a cross-functional environment.
• Must be authorized to work in the United States and comply with remote work policies.
• Strong ability to influence without authority and navigate organizational ambiguity.

Nice to have

• MBA or master’s degree in a relevant field.
• PMP, PgMP, CSPO, or SAFe certifications.
• Prior experience in the telecommunications industry.

Culture & Benefits

• Commitment to service excellence and community impact.
• Collaborative environment fostering unique perspectives and equal opportunities.
• Support for professional growth and development within a 24/7 critical service environment.