Senior Product Manager, Vault CRM - Service Center

What you'll do

• Own the strategy and delivery of functionality specific to service and contact center processes.
• Partner with the wider Vault CRM organization to incorporate service requirements into the core platform.
• Act as the subject matter expert and evangelize products for internal and external audiences.
• Translate complex service and contact center processes into detailed functional and technical specifications.
• Partner with the AI team to build agents that help service reps utilize the CRM efficiently.
• Guide features from initial concept and design through to global release and customer adoption.
• Manage the feature backlog and write detailed user stories for the engineering and QA teams.

What we're looking for

• Must have 5+ years of product management experience in the Service/Contact Center or CCaaS software industry.
• Must have experience researching and understanding customer and market requirements to develop short and long-term product roadmaps.
• Must have experience developing configurable enterprise SaaS solutions in an agile environment.
• Must have experience writing detailed user stories and managing a feature backlog.
• Must have a track record of collaborating with engineering and QA teams to define, design, and deliver products.
• Must have the ability to understand and communicate architectural requirements, preferences, and limitations.
• Must have experience interacting with customers, development, and consulting teams both locally and remotely.
• Experience with conversational AI, recommendation engines, LLMs, or the Veeva Vault Platform (preferred).