Product Owner, CRM & Telephony

As the Product Owner for the CRM & Telephony team, you will own and drive the evolution of our customer relationship management (CRM) and telephony systems. These platforms are critical to the effectiveness of our agent, sales, and service teams, ensuring seamless customer engagement across multiple channels.

You will work closely with stakeholders across the business—including distribution, agent support, customer service, underwriting, and IT—to enhance customer interactions, streamline workflows, and optimize integrations between CRM, telephony, and our broader technology ecosystem.

In this role, you will define and prioritize features that improve call center operations, agent workflows, CRM automation, and communication tools, ensuring alignment with the company’s broader product strategy.

Product Ownership & Strategy

• Own the CRM & Telephony product roadmap, aligning it with business needs and customer experience goals.
• Optimize telephony and call center technologies to improve efficiency, customer satisfaction, and agent productivity.
• Enhance CRM capabilities by introducing automation, analytics, and improved user workflows.
• Ensure seamless integration between CRM, telephony, and other business-critical platforms such as policy administration and customer self-service tools.

Collaboration & Stakeholder Engagement

• Work closely with distribution, agent support, and customer service teams to gather insights and define product requirements.
• Collaborate with IT and engineering teams to implement new features and system enhancements.
• Engage with underwriting and policy operations teams to ensure process alignment.
• Partner with third-party vendors to optimize CRM and telephony capabilities.

Execution & Delivery

• Manage and prioritize the product backlog, ensuring that the most impactful initiatives are delivered first.
• Lead requirement gathering sessions and translate business needs into clear user stories and technical specifications.
• Monitor key performance indicators (KPIs) related to CRM adoption, call center efficiency, and customer engagement.
• Ensure compliance with regulatory and data security requirements related to customer interactions.

Continuous Improvement & Innovation

• Stay up to date on CRM and contact center technology trends to introduce best-in-class solutions.
• Identify automation and AI-driven enhancements to improve agent efficiency and customer interactions.
• Champion usability improvements to make CRM and telephony tools more intuitive for internal users.

Required Skills & Experience

• 3+ years of experience in Product Ownership or Product Management roles
• Experience managing CRM, telephony, or customer engagement platforms (e.g., Salesforce, Genesys, etc.).
• Strong understanding of agent workflows, call center operations, and customer service processes.
• Proven ability to translate business needs into product requirements and drive execution in an agile environment.
• Excellent communication and stakeholder management skills, with the ability to balance business priorities with technical feasibility.
• Strong data-driven decision-making skills, with experience tracking CRM or call center performance metrics.

Preferred Qualifications

• Experience in life insurance or financial services