CRM Product Manager

Microsoft Dynamics CRM & Appian Technical Platform Manager Reports to: VP, Enterprise Applications Location: Seattle, WA (Hybrid) This is a 6 month Contract to Perm position POSITION SUMMARY The CRM & Appian Platform Manager leads the strategy, governance, and optimization of our enterprise CRM and workflow automation platforms. This role blends product management ownership with platform administration leadership. You will partner with business stakeholders to define the roadmap, prioritize enhancements, and ensure delivery of scalable, well-governed solutions that enable Marketing, Operations, and other business teams. In addition, you will lead the team responsible for platform configuration, administration, automation, and release execution. Partner with key business stakeholders to define the platform vision, roadmap, and prioritize the backlog for CRM and Appian platforms Align platform capabilities with company growth, retention, and operational objectives Translate business needs into scalable workflows, automations, system enhancements, and reporting capabilities Define and monitor success metrics (KPIs) such as user adoption, process efficiency, automation impact, SLA adherence, and data quality Balance strategic initiatives with ongoing operational support and platform stability Contribute to annual planning, roadmap development, and release planning Lead and mentor the platform configuration/administration team (CRM and Appian administrators) Oversee workflow configuration, automation rules, case routing, forms, permissions, data models, and reporting dashboards Ensure strong governance, documentation, and change management practices Establish standards for configuration, release management, and system controls Identify risks, blockers, and technical debt; proactively drive resolution Support team member development and ensure alignment to performance and career goals CROSS-FUNCTIONAL DELIVERY & ENABLEMENT Partner with Marketing, Operations, Finance, Compliance, and other internal stakeholders to enable business processes Collaborate with Engineering on integrations, APIs, and complex technical initiatives Lead backlog refinement, sprint planning, demos, and stakeholder reviews Keep JIRA backlog and sprints updated Conduct discovery with internal users (Voice of Business) to gather requirements and prioritize enhancements Ensure technical and operational considerations are incorporated into feature planning Drive alignment across platforms to reduce redundancy and improve system interoperability GOVERNANCE, DATA & OPERATING EXCELLENCE Establish and maintain data governance standards and role-based access controls Ensure data integrity, system reliability, and audit readiness Ensure SOX processes are followed and executed Monitor platform performance, usage trends, and operational metrics Drive continuous improvement through automation and process optimization Maintain comprehensive system and process documentation QUALIFICATIONS Bachelor's degree in Business, Information Systems, Computer Science, or related field (or equivalent experience) 5+ years of experience in product management, CRM/platform ownership, or enterprise systems management Hands‑on experience with CRM systems (e.g., Microsoft Dynamics CRM or similar) and workflow/automation platforms such as Appian Experience leading or mentoring platform administrators or configuration teams Strong understanding of CRM data models, workflow automation, permissions, reporting, and governance Experience managing backlogs, writing user stories, and prioritizing cross‑functional initiatives Familiarity with system integrations, APIs, and enterprise architecture concepts Strong analytical skills with ability to define and track KPIs Experience working in Agile environments using tools such as JIRA and Confluence Excellent stakeholder management, communication, and organizational skills Ability to translate complex business processes into scalable system configurations Strong balance of strategic thinking and operational execution Detail‑oriented with a focus on system integrity and sustainability Comfortable working across technical and non‑technical teams Experience managing competing priorities in a dynamic environment Strong leadership and coaching capability $130,000-160,000 (dependent on experience) Benefits include: o Medical, dental, and vision offered o Company paid short‑term disability, long‑term disability, AD&D, and life insurance o 401(k) retirement plan offered o Paid Time Off o Paid Sick Leave Affirma is an Equal Opportunity Employer and does not make employment decisions or otherwise discriminate based on race, creed, color, national origin, sex, military status, sexual orientation, or the presence of any sensory, mental, or physical disability, genetic information, or any other category protected by law. #J-18808-Ljbffr Affirma