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 positionPOSITION 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. KEY RESPONSIBILITIES: Platform Strategy & Product OwnershipPartner with key business stakeholders to define the platform vision, roadmap, and prioritize the backlog for CRM and Appian platformsAlign platform capabilities with company growth, retention, and operational objectivesTranslate business needs into scalable workflows, automations, system enhancements, and reporting capabilitiesDefine and monitor success metrics (KPIs) such as user adoption, process efficiency, automation impact, SLA adherence, and data qualityBalance strategic initiatives with ongoing operational support and platform stabilityContribute to annual planning, roadmap development, and release planningPlatform Administration & Team LeadershipLead and mentor the platform configuration/administration team (CRM and Appian administrators)Oversee workflow configuration, automation rules, case routing, forms, permissions, data models, and reporting dashboardsEnsure strong governance, documentation, and change management practicesEstablish standards for configuration, release management, and system controlsIdentify risks, blockers, and technical debt; proactively drive resolutionSupport team member development and ensure alignment to performance and career goalsCross-Functional Delivery & EnablementPartner with Marketing, Operations, Finance, Compliance, and other internal stakeholders to enable business processesCollaborate with Engineering on integrations, APIs, and complex technical initiativesLead backlog refinement, sprint planning, demos, and stakeholder reviewsKeep JIRA backlog and sprints updatedConduct discovery with internal users (Voice of Business) to gather requirements and prioritize enhancementsEnsure technical and operational considerations are incorporated into feature planningDrive alignment across platforms to reduce redundancy and improve system interoperabilityGovernance, Data & Operational ExcellenceEstablish and maintain data governance standards and role-based access controlsEnsure data integrity, system reliability, and audit readinessEnsure SOX processes are followed and executedMonitor platform performance, usage trends, and operational metricsDrive continuous improvement through automation and process optimizationMaintain 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 managementHands-on experience with CRM systems (e.g., Microsoft Dynamics CRM or similar) and workflow/automation platforms such as AppianExperience leading or mentoring platform administrators or configuration teamsStrong understanding of CRM data models, workflow automation, permissions, reporting, and governanceExperience managing backlogs, writing user stories, and prioritizing cross-functional initiativesFamiliarity with system integrations, APIs, and enterprise architecture conceptsStrong analytical skills with ability to define and track KPIsExperience working in Agile environments using tools such as JIRA and ConfluenceExcellent stakeholder management, communication, and organizational skillsSkills & CompetenciesAbility to translate complex business processes into scalable system configurationsStrong balance of strategic thinking and operational executionDetail-oriented with a focus on system integrity and sustainabilityComfortable working across technical and non-technical teamsExperience managing competing priorities in a dynamic environmentStrong leadership and coaching capabilityCompensation & Benefits:$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 LeaveAffirma is an Equal Opportunity Employer and does not make employment decisions or otherwise discriminates 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.