CRM Product & Operations Manager

The CRM Product & Operations Manager will lead the strategy, delivery, and ongoing health of Meltwater’s Salesforce and Salesforce CPQ ecosystem. This role owns the end-to-end CRM product lifecycle while partnering across business and technical teams and managing daily operations, support, and release execution.

Role Overview

You will own and evolve the CRM product roadmap for Salesforce and Salesforce CPQ, balancing business priorities, platform enhancements, technical dependencies, and production stability. The position also includes backlog ownership, release and QA leadership, production support, user access and administration, integrations troubleshooting, and CRM performance measurement. People leadership is a core part of the role, supporting a small team of CRM analysts and administrators.

Key Responsibilities

• Own and evolve the CRM product roadmap for Salesforce and Salesforce CPQ, balancing priorities, enhancements, dependencies, and production stability.
• Partner with Sales, RevOps, Deal Desk, Customer Experience, Finance, IT, and Engineering to translate business needs into prioritized and scalable CRM solutions.
• Lead, hire, and manage performance for the CRM team, ensuring clear ownership and accountability across product, operations, and support workstreams.
• Lead, coach, and develop a team of 1 to 4 CRM analysts or administrators, including setting priorities and providing regular feedback.
• Own and prioritize the CRM product backlog, including enhancements, defects, and operational requests, based on business value, user impact, effort, and risk.
• Drive CRM initiatives through discovery, requirements definition, development, testing, release, adoption, and post-production evaluation.
• Manage day-to-day Salesforce and CPQ operations, production support, and system administration, including complex incident investigation, root cause analysis, and preventative fixes.
• Own QA and release activities, including test planning, UAT, release validation, and sprint planning and sprint reviews.
• Manage Jira workflows for enhancements, defects, and support requests, and improve processes through automation, documentation, and self-service.
• Improve CRM adoption, usability, and data quality by identifying friction points and simplifying business processes.
• Manage user access and permissions and support integrations troubleshooting across Salesforce, NetSuite, Boomi, AWS, Snowflake, and Tableau.
• Define and monitor product and operational metrics for platform health, adoption, support efficiency, and release effectiveness.
• Lead software license audits and optimization across enterprise platforms, and manage vendor and contractor relationships, including invoicing and delivery.
• Support business-critical operations during high-volume periods (month-end and quarter-end) and evaluate emerging Salesforce and AI capabilities for the roadmap.

Required Qualifications

• 15+ years of overall IT experience, including relevant experience in technology, software engineering, and enterprise applications.
• 6+ years of experience in CRM product management, business systems analysis, or Salesforce administration, including 2+ years supporting Salesforce CPQ.
• Salesforce Administrator certification required.
• Proven experience owning a product backlog and leading Agile ceremonies (sprint planning, reviews, backlog grooming).
• Experience with production support, incident management, and root cause analysis in an enterprise SaaS environment.
• Hands-on experience with Jira for workflow, release, and defect management.
• Familiarity with connected enterprise systems (NetSuite, Boomi, AWS, Snowflake, Tableau) and cross-system troubleshooting.
• Strong stakeholder management skills, including partnering with Sales, RevOps, Finance, and Engineering in a global organization.
• Bachelor’s degree in Business, Information Systems, Computer Science, or a related field, or equivalent practical experience.
• The ability to legally work in the country of hire is required.

Preferred Qualifications

• Advanced Administrator or CPQ Specialist certification strongly preferred.
• Experience supporting global, multi-region teams (Americas, EMEA, APAC) preferred.

Technologies

• Salesforce
• Salesforce CPQ
• Jira
• NetSuite
• Boomi
• AWS
• Snowflake
• Tableau

Compensation and Work Location

• Salary: USD 168,000 per year
• Work model: Hybrid
• Work location: 275 Shoreline Drive, Suite 150, Redwood City, CA 9406

Compensation overview: Total compensation for this position is $168k USD per year.

Benefits

• Flexible paid time off for an enhanced work-life balance.
• Excellent medical, dental, and vision options.
• 401k matching, life insurance, commuter benefits, and parental leave plans.
• Complimentary CalmApp subscription for you and your loved ones.
• ClassPass corporate discount code.
• Hybrid work environment and an energetic work culture.
• Inclusive community and ongoing professional development opportunities.

What You Will Own

• Strategy, delivery, and day-to-day health of the Salesforce and Salesforce CPQ ecosystem.
• CRM product lifecycle ownership from discovery and prioritization through release, adoption, and production support.
• Collaboration with Sales, RevOps, Deal Desk, Customer Experience, Finance, IT, and Engineering across the Americas, EMEA, and APAC.