Job Description

Collette is seeking a Senior Product Manager - Customer Tech to join our growing Technology Team. This is a hybrid role based at our headquarters in Pawtucket, RI.

About Collette: Let Us Show You the World

There has never been a better time to be in the travel industry. See the world, connect with others, and experience the immersive benefits of one of the trendiest industries when you join the Collette team! As the longest-running tour operator in North America, our family-owned business leads the industry in innovation and expertise. Collette’s passionate team works hard to fulfill travel dreams and is always looking for talent that will help to shape the company’s future. Being part of the Collette team means having a willingness to grow, a desire to learn and ask questions, and a zest for seeing the world. From giving back to local communities to creating incredible experiences for a world of travelers and being part of a value-oriented team that cares for one another – Collette is all about the people. So, what are you waiting for? Your journey starts here.

Job Summary:

At Collette, our Customer Tech Team empowers sales and customer care through innovative, reliable technology solutions. We drive productivity, streamline processes, and deliver exceptional support, focusing on stability and growth across our core systems—including Microsoft Dynamics CRM and the Client Care Center.

We are seeking a dynamic, experienced Senior Product Manager to lead the strategy, roadmap, and execution for our CRM platform (Microsoft Dynamics) and related customer support technologies. This role is pivotal in transforming how we engage with travelers, agents, and internal teams, leveraging AI and automation to deliver superior customer experiences and operational efficiency.

You will collaborate closely with sales and service teams to design and implement end-to-end lead, opportunity, and sales process frameworks within Microsoft Dynamics 365, driving consistency, visibility, and performance across the customer lifecycle. You will also partner with stakeholders to define KPIs, automate pipeline stages, and ensure seamless integration between sales and service operations.

Primary Functions:

• Product Strategy & Roadmap: Develop and communicate a clear product strategy and roadmap for CRM and customer support technologies, aligning with business goals and priorities.
• Technology Transformation: Lead major initiatives to modernize and optimize the CRM platform (Microsoft Dynamics), including integrations with support tools, AI-powered features (e.g., Copilot, predictive analytics), and automation.
• Process Design & Mapping: Lead process mapping and prototyping sessions to reimagine workflows, streamline handoffs, and align CRM configurations with business objectives.
• Stakeholder Engagement: Collaborate with Client Care Center, Sales, and other business stakeholders to ensure successful product development, implementation, and adoption.
• Backlog & Prioritization: Maintain and prioritize the product backlog, ensuring alignment with the roadmap and effective response to user and stakeholder needs.
• Performance Metrics: Define and monitor key performance indicators to guide product decisions and measure impact on strategic business initiatives.
• Continuous Improvement: Conduct ongoing market research and competitive analysis to ensure our CRM and support products remain competitive and relevant.
• Project Delivery: Ensure timely delivery of projects within scope and budget, managing risks and dependencies.
• Change Management: Spearhead change management initiatives to support adoption, including training, communications, and stakeholder engagement strategies.
• Mentorship: Provide guidance and mentorship to other Product Managers and team members, with potential for managerial responsibilities on larger projects.
• AI & Automation: Identify and drive opportunities to leverage AI (e.g., Copilot, Sales Insights) and automation to improve customer support, agent productivity, and business outcomes.

Knowledge and Skills:

• 5+ years of experience in technology product management, with direct experience in CRM systems (preferably Microsoft Dynamics) and customer support technologies.
• Bachelor’s degree required.
• Demonstrated experience collaborating with sales and service teams to design and implement sales process frameworks, and leading process mapping and prototyping sessions.
• Experience implementing large-scale projects and leading cross-functional teams.
• Experience partnering with stakeholders to define KPI, automate pipeline stages, and ensure seamless integration of sales and service operations.
• Proven ability to lead change management initiatives, including training, communications, and stakeholder engagement to support adoption.
• Strong communication skills, able to engage effectively with stakeholders at all levels.
• Demonstrated experience in strategic planning, execution, and delivering exceptional customer experiences.
• Experience with AI-powered solutions, automation, and data-driven decision-making in CRM or support environments is highly desirable.
• Quick learner, adaptable to new technologies and processes.
• Strong organization, planning, and time management skills.

Above all, we're seeking an individual who is eager to immerse themselves in our business, embrace emerging technologies, and drive impactful change within our organization.

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