Customer 360 Business Lead

GCI Communication Corp; False Pass (AK); On-site; USD 120,000 - 170,000; Full time

Job summary

GCI Communication Corp seeks a CRM Product Lead to define the vision and deliver a multi‑quarter roadmap for CRM tooling that unifies frontline workflows. You will translate business needs into actionable CRM initiatives affecting Sales, Service, Contact Center and Retail.

Responsibilities include owning requirements, managing the backlog, ensuring data quality, and coordinating with engineering, analytics, and change management to drive adoption and measurable frontline impact across the

Qualifications

• Define CRM requirements and translate customer and business needs into actionable strategies.
• Balance prioritization across frontline and enterprise needs with data and ecosystem impacts.
• Own change strategy, governance, and adoption for CRM releases.

Responsibilities

• Define and own the CRM vision, strategy, and multi‑quarter roadmap for CRM tooling.
• Lead prioritization decisions and ensure initiatives deliver business value beyond on‑time delivery.
• Translate objectives into scoped CRM initiatives and align with frontline workflow needs.
• Partner with engineering, analytics, and business teams to validate scope and readiness.
• Define success metrics and report progress to leadership.

Job description

PURPOSE OF POSITION

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.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Vision, Strategy & Roadmap

• Define and own the business vision, strategic priorities, and multi‑quarter roadmap for CRM tooling.
• Lead strategic tradeoffs and prioritization decisions across competing frontline and enterprise needs.
• Anticipate future business, customer, and operational needs and proactively evolve the CRM roadmap.
• Act as the accountable product owner for CRM direction across Sales, Service, Contact Center, and Retail.
• Ensure initiatives deliver business value, not just on‑time delivery.
• Serve as the primary decision‑maker and escalation point.
• Own defined CRM business requirements and contribute to the multi‑quarter roadmap aligned to frontline workflow needs.
• Translate business objectives into scoped initiatives within an established CRM tooling strategy.
• Partner with stakeholders to refine priorities and sequence roadmap items.
• Identify near‑term opportunities to improve frontline effectiveness through CRM enhancements.
• Define success metrics and regularly report progress to leadership.
• Exercise authority to block or escrow CRM changes degrading frontline workflow without justification.
• Exercise authority to block or escrow deployments not completing readiness validation.

Requirements, Backlog & Delivery

• 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.

Data, Integration & Insights Enablement

• 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.
• Partner with Customer Intelligence and D&A to align insight outputs across ecosystems.
• Participate in data quality discussions and validate outputs against business expectations.
• Ensure CRM enhancements support reporting and frontline insight needs.

Change Management & Ecosystem Oversight

• 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.

COMPETENCIES

• ACCOUNTABILITY- Takes ownership for actions, decisions, and results; openly accepts feedback and demonstrates a willingness to improve.
• BASIC PRINCIPLES - Interacts with people in a way that builds mutual trust, confidence, and respect; adheres to GCI's Code of Conduct for Employees - the Basic Principles.
• COLLABORATION - Works effectively with others to accomplish common goals and objectives; maintains positive relationships even under difficult circumstances.
• Strong cross functional collaboration skills, with the ability to build trust, work effectively at all levels of the organization, and develop relationships that support key