Manager, Producer Solutions and Product Owner

Manager, Producer Solutions and Product Owner

This role owns the suite of producer-facing platforms, defining the roadmap, prioritizing enhancements, and translating business goals into system requirements. This enables internal teams to execute producer onboarding, compliance, reporting, and engagement workflows. The Manager leads day-to-day oversight of platform functionality, coordinates User Acceptance Testing (UAT) and business readiness, supports requirements for regulatory updates, and drives cross-functional alignment across operations, finance, communications, and compliance. Focused on enabling rather than operating these systems, the Manager ensures internal teams are equipped to act, supports change management and training, and partners with IT to continuously improve platform capabilities while supporting others in daily operational execution and technical Salesforce Administration.

Key Responsibilities

Product Ownership and Roadmap Leadership

• Define and maintain the roadmap for producer-facing Salesforce capabilities across Sales Cloud, Service Cloud, Marketing Cloud Account Engagement (MCAE), Experience Cloud, and related workflows.
• Translate organizational goals, regulatory requirements, and departmental needs into clear system requirements, user stories, and acceptance criteria.
• Prioritize enhancements, fixes, and new capabilities based on business value, operational impact, and compliance timelines.
• Ensure platform capabilities align to producer onboarding, reporting, compliance, and engagement workflows executed by internal teams.

Salesforce Platform Optimization

• Sales Cloud: Oversee capability improvements supporting lead intake, producer registration, onboarding workflows, and compliance tracking. Ensure data structures and workflows support real-time visibility for key users and process owners.
• Service Cloud: Optimize case management tools, routing, knowledge base integration, and reporting structures to enhance producer support operations. Coordinate with IT on configuration updates, workflow automation, and emerging AI analytics tools that support internal teams.
• Marketing Cloud Account Engagement (MCAE): Coordinate with IT to ensure MCAE is configured to support internal teams’ campaign, journey, and segmentation strategies. Collaborate with communications and engagement teams to understand needs and ensure platform capabilities align, while not directly operating campaigns.
• Experience Cloud (Producer Portal): Improve portal functionality, submissions workflows, account management features, and compliance-related producer transactions. Validate that portal capabilities support internal teams’ producer-facing processes. Ensure Knowledge Base structures, permissions, and integrations support the team’s ability to publish, organize, and maintain producer resources. Partner with IT to coordinate enhancements, troubleshoot issues, and optimize the overall portal experience for producers and internal team workflows.

IT Relationship Management

• Collaborate with IT to collect, document, and communicate business requirements for CRM, Producer Portal, and MCAE enhancements.
• Participate in release planning and coordination, including scheduling, testing, deployment planning, and post-release validation.
• Track, escalate, and help resolve technical issues impacting producer-related workflows, partnering closely with IT and business teams.
• Lead User Acceptance Testing (UAT) cycles, including test case development, coordination with business stakeholders, and validation of new features or fixes.
• Advocate for business needs in technical discussions, clearly articulating operational priorities and system capability requirements.
• Maintain continuous communication with IT on project status, blockers, risks, and feedback loops.

UAT, Governance, and Release Readiness

• Lead UAT planning, execution, and feedback consolidation across producer-facing business functions.
• Ensure enhancements meet acceptance criteria and business readiness standards prior to deployment.
• Govern system logic, business rules, workflow definitions, and compliance-related requirements to ensure accuracy and consistency across releases.
• Maintain process and capability documentation for producer-facing systems.

Cross Functional Alignment

• Partner with operations, finance, communications, compliance, and producer services teams to understand process needs and translate them into system capabilities.
• Serve as the primary business owner in Salesforce producer platforms discussions, ensuring alignment across teams and clarity on requirements and dependencies.

Change Management and Enablement

• Develop training content, SOP updates, and internal communication materials for new or updated system capabilities.
• Train internal teams on how to use Salesforce enhancements and producer portal capabilities to support onboarding, reporting, and service workflows.
• Promote best practices in system usage and data stewardship.

Continuous Improvement and Innovation

• Identify opportunities to enhance CRM and portal capabilities through workflow optimization, automation, segmentation strategies, and data-driven improvements.
• Monitor system performance, user feedback, and operational challenges to inform roadmap updates and continuous improvement initiatives.
• Evaluate and propose innovative solutions supporting compliance, reporting, and producer engagement.
• Other job-related duties as assigned.

Skills & Competencies

• Demonstrated ability to translate business needs into system requirements, user stories, and structured acceptance criteria.
• Experience coordinating UAT cycles, system releases, and cross-functional project teams.
• Proficiency with JIRA or similar issue and deployment tracking tools.
• Strong analytical skills with proven ability to identify system improvements and operational efficiencies.
• Ability to collaborate effectively across departments, including operations, communications, finance, compliance, and customer service.
• Excellent communication, facilitation, and decision-making skills.

Preferred Qualifications

• Experience in EPR environments, nonprofits, startups, or trade associations.
• Familiarity with compliance-driven business processes, reporting cycles, or regulatory system requirements.
• Salesforce certifications such as Business Analyst, Sales Cloud Consultant, Service Cloud Consultant, or Experience Cloud Consultant.
• Experience with MCAE features including segmentation, engagement tracking, and journey architecture.
• Understanding of data governance best practices and CRM data model design.
• Familiarity with Microsoft 365, including Teams, Word, Excel, and PowerPoint.
• Familiarity with Microsoft Copilot.

Required Qualifications

• Bachelor’s degree in Data Science, Business Analytics, Business Information Systems, Marketing, or a related field.
• 5+ years of experience in CRM management, business systems analysis, product ownership, data analytics, or similar fields.
• Hands-on experience with Salesforce Sales Cloud, Service Cloud, Experience Cloud, and Marketing Cloud Account Engagement (MCAE).

Compensation & Other Information

• Location: Remote
• Reports To: Senior Manager, Producer Services Operations

Key skills/competency

• Salesforce Platform
• Product Ownership
• Roadmap Definition
• User Acceptance Testing (UAT)
• CRM Management
• Business Systems Analysis
• Cross-functional Collaboration
• Requirements Gathering
• Workflow Optimization
• Change Management