Customer 360 Business Lead

Role Description

Lead the definition and delivery of the CRM product vision and roadmap, equipping frontline teams with integrated systems, reliable data, and optimized workflows to support a unified customer experience. Collaborate closely with frontline leaders and cross‑functional partners to translate customer and business needs into actionable strategies across all touchpoints.

Qualifications

• A combination of relevant work experience and/or education sufficient to perform the duties of the job may substitute to meet the total years required on a year-for-year basis.
• High School diploma or equivalent.
• Bachelor’s degree in Business, Communications, Operations, Analytics, or related field.
• Minimum of ten (10) years of progressive experience in customer experience operations, product management, business systems, or related background, to include:
• At least four (4) years supporting or enhancing systems and capabilities that support customer relationship management.
• At least two (2) years leading projects/programs in a cross‑functional environment.
• Preferred: MBA or master’s degree in relevant field.
• Preferred: PMP, PgMP, CSPO, SAFe certifications.
• Preferred: Telecommunications experience.
• Preferred: Other relevant telecom industry or job specific certifications.

Requirements

• Drive end‑to‑end requirements ownership, from ambiguous business problems to clearly defined solutions.
• Establish standards for requirements quality, definition, and prioritization across CRM initiatives.
• Balance tactical delivery with architectural, data, and ecosystem impacts.
• Ensure backlog decisions align to long‑term CRM platform strategy, not just near‑term asks.
• Translate frontline needs into structured business requirements and user stories, anticipating downstream impacts of changes.
• Manage the CRM enhancement backlog, ensuring clear acceptance criteria and delivery readiness.
• Partner with engineering and delivery teams to clarify scope and support sprint execution.
• Validate that delivered enhancements meet defined requirements and frontline needs.
• Own CRM data standards, business rules, and success metrics across customer and interaction data.
• Define complex data and integration requirements spanning CRM, upstream/downstream systems, and analytics platforms.
• Ensure CRM data is trusted, actionable, and supports enterprise‑level customer experience measurement.
• Gather and document business definitions, data needs, and success criteria for CRM features.
• Define customer data and interaction history requirements in partnership with D&A teams.
• Lead stakeholder alignment and decision‑making across business, technology, and data teams.
• Maintain a comprehensive view of the CRM ecosystem, mapping systems, flows, dependencies, and ownership.
• Own change strategy for CRM releases, ensuring adoption, readiness, and measurable frontline impact.
• Manage relationships with key business stakeholders and communicate roadmap updates and release details.
• Coordinate with Contact Center and Retail teams to gather feedback and support rollout activities.
• Maintain documentation of CRM‑related systems, workflows, and dependencies.
• Identify cross-functional stakeholders, ensuring no dependencies are missed in scoping or deployment.
• Partner with the CTO to scope, validate, deploy, and QA CRM updates with technical readiness.
• Support change management activities tied to CRM enhancements.

Benefits

• This position may require access to reliable transportation for occasional travel between retail store locations, offices, worksites, or other locations as needed.
• Work is primarily sedentary, requiring daily routine computer usage.
• Ability to work shifts as assigned, work in standard office/home office setting, and operate standard office equipment.
• Available to work additional time on weekends, holidays, before or after normal work hours when necessary.
• Must work well in a team environment and be able to work with a diverse group of people and customers.
• Virtual workers must comply with remote work policies and agreements.
• The company and its subsidiaries operate in a 24/7 environment providing critical services to Alaskans and may need to respond to public health and safety matters or other business emergencies.

Company Description

At GCI, we foster an environment where the unique perspectives of our employees, customers, and fellow Alaskans are celebrated. We add value to our community by nurturing and empowering each member of our workforce, ensuring equal opportunities for every Trailblazer.

GCI is an equal opportunity employer. Qualified applicants are considered for employment without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity, marital status, mental or physical disability, veteran status, or any other status or classification protected under applicable state or federal law.