Senior Manager of CRM Delivery

Description & Requirements At Jack Henry, we're more than a technology company, we're a force for good in financial services. We're redefining how community banks and credit unions connect with the people they serve. Our mission is rooted in people inspired innovation, empowering financial institutions to deliver seamless, secure, and human centered experiences. We deliver cutting-edge solutions that are paving the way for the next generation of digital banking and payments, but our true impact begins with our associates. If you're ready to help transform an industry and grow with a company that values purpose, collaboration, and excellence then we'd love to meet you. This is a high-impact leadership position responsible for executing operational improvements and the cloud CRM product roadmap. You will lead a multidisciplinary team of developers, administrators, release engineers, and architects within a complex, regulated enterprise environment. We are looking for a strategic leader who can partner closely with business stakeholders and technology teams to drive enterprise transformation initiatives across customer relationship management (CRM) and workflow platforms. This individual will serve as a trusted advisor to business leaders, translate organizational priorities into actionable roadmaps, and lead teams through the modernization of customer-facing technology solutions. You will step into a high-velocity environment to stabilize delivery operations, improve execution processes, and guide the replacement of legacy CRM systems across the organization. This position may be worked remotely within the United States, with the exception of California. All positions, regardless of location, may require an onsite interview or in-person onboarding requirement to verify your identity. This position is not eligible for immigration sponsorship and support. Please do not apply if at any time you will need immigration support now or in the future (i.e., H-1B, PERM). What you'll be responsible for: Defines and executes the strategic roadmap for enterprise CRM and customer engagement platforms, ensuring alignment with business objectives, operational priorities, and customer experience goals. Partners with business stakeholders, technology teams, and executive leadership to identify opportunities for platform enhancements, process optimization, and digital transformation initiatives. Prioritizes product investments and enhancement opportunities by evaluating business value, organizational impact, implementation complexity, and long‑term strategic alignment. Oversees the delivery of platform enhancements and new capabilities, ensuring solutions are thoroughly tested, meet quality standards, and support business requirements prior to production release. Establishes governance processes for CRM products, ensuring alignment with enterprise architecture, security requirements, data governance standards, and regulatory obligations. Leads cross‑functional teams responsible for CRM platform development, administration, release management, and support, fostering a culture of accountability, collaboration, and continuous improvement. Provides consistent leadership to team members by setting objectives, conducting performance reviews, supporting career development, and addressing employee concerns. Serves as a key liaison between business stakeholders and technical teams, translating business needs into product priorities and facilitating informed decision‑making. May participate in Product Review Committees, Technology Review Committees, Governance Councils, and other leadership forums as needed. Oversees initiatives related to customer engagement platforms, self‑service experiences, workflow automation, and platform modernization efforts. Drives adoption of platform capabilities and champions process improvements that enhance customer, employee, and operational experiences. Supports annual planning activities, including roadmap development, budget forecasting, resource planning, and investment prioritization. Forecasts and manages product‑related investments, including operational and capital expenditures, vendor renewals, and platform lifecycle planning. Ensures CRM platforms and associated business processes comply with security, privacy, risk management, and regulatory requirements. Monitors product performance, user adoption, operational health, and business outcomes to drive continuous improvement and maximize platform value. May perform other job duties as assigned. What you'll need to have: A minimum of 7 years of experience leading enterprise CRM transformation initiatives such as platform modernization, process improvement, and organizational change. A minimum of 3 years of formal people leadership experience managing a team of direct reports. Must be able to travel up to 20% for meetings, trainings or conferences. What would be nice for you to have: Bachelor's degree in Business, Information Systems, Computer Science, or a related field. Experience with cloud-based CRM or workflow platforms such as Salesforce, ServiceNow, Microsoft Dynamics 365, or similar solutions. Experience leading CRM, customer experience, digital transformation, or operational excellence initiatives. Experience working within complex, regulated environments with strong security, compliance, and data governance requirements. Experience managing vendor relationships, budgets, and strategic technology investments. Familiarity with AI-enabled automation, workflow optimization, or customer engagement technologies. Demonstrated commitment to continuous learning and professional development. If you got this far, we hope you're feeling excited about this opportunity. Even if you don't feel you meet every single requirement on this posting, we still encourage you to apply. We're looking for passionate, driven individuals who align with our mission and can bring unique perspectives to our team. Why Jack Henry? At Jack Henry, we live by the motto: "Do the right thing, do whatever it takes, and have fun." It's more than a tagline, it's the foundation of our culture. We recognize that our associates are the key to our success, and we're deeply committed to their wellbeing. That's why we offer comprehensive benefits designed to support your physical, mental, and financial health so you can thrive both personally and professionally. We're also leading the way in technology modernization, helping financial institutions evolve with speed, security, and flexibility. Our strategy focuses on delivering secure data access, mitigating fraud, and enabling seamless integration. Empowering our teams to build innovative solutions that meet the evolving needs of accountholders. Culture of Commitment Ask our associates why they love Jack Henry, and many will tell you it is because our culture is exceptional. We do great things together. Our culture empowers us to rise to challenges, seek new opportunities, and support one another through change. It's this shared commitment that drives our success. We're proud to foster an environment where inclusion, sustainability, and community impact are more than values, they're how we operate. Visit our Corporate Sustainability site to learn more about our culture and commitment to our people, customers, community, environment, and shareholders. Equal Employment Opportunity At Jack Henry, we know we are better together. We value, respect, and protect the uniqueness each of us brings. Innovation flourishes by including all voices and makes our business - and our society - stronger. Jack Henry is an equal opportunity employer and we are committed to providing equal opportunity in all of our employment practices, including selection, hiring, performance management, promotion, transfer, compensation, benefits, education, training, social, and recreational activities to all persons regardless of race, religious creed, color, national origin, ancestry, physical disability, mental disability, genetic information, pregnancy, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, and military and veteran status, or any other protected status protected by local, state or federal law. No one will be subject to, and Jack Henry prohibits, any form of discipline, reprisal, intimidation, or retaliation for good faith reports or complaints of discrimination of any kind, pursuing any discrimination claim, or cooperating in related investigations. Requests for full corporate job descriptions may be requested through the interview process at any time. #J-18808-Ljbffr Jack Henry & Associates, Inc.