Director, Product Management

Primary Purpose

This role drives delivery of the product roadmap to ensure provision of world-class products and services, with a focus on CRM capabilities powered by Microsoft Dynamics 365. The Director will ensure business results of revenue growth, profitability, employee growth and retention, and client satisfaction. They will work towards enhancing user experience and efficiency by developing ability to rapidly deliver enhancements and assess and deploy new solutions and services – particularly within the CRM D365 ecosystem. This role evaluates and resolves barriers related to business and technical feasibility, ensures design optimization, and supports troubleshooting of production issues. Develops and maintains a solid knowledge of the needs of customers, clients, competitors and the industry. Identifies potential new product opportunities, develops business cases and analyzes feasibility. Works cross-functionally across the enterprise to ensure alignment in design, technology, product development, and vendor strategy.

This is a hybrid position requiring 3 days a week onsite at our headquarters in Newton, MA.

Bright Horizons is a leading education and care company that helps employees thrive at work and at home by partnering with employers to offer high-quality child care, elder care, and educational support. Our workplace reflects this commitment—with collaborative environments, meaningful benefits, and a culture that supports both career growth and personal well-being. Whether you’re caring for children or powering the systems and partnerships that make it all possible, at Bright Horizons, you’re the difference.

Essential Functions/Responsibilities

• Lead product vision and strategy with a strong emphasis on CRM D365 capabilities
• Identify opportunities to enhance CRM functionality and customer engagement through D365
• Prioritize CRM-related requirements based on market needs to support the overall product roadmap
• Maintain and communicate the CRM roadmap, including enhancements, status, and priorities to all stakeholders. 
• Conduct financial analysis and develop business cases as needed. 
• Work with QA, Development, PMO, Implementation, Training, Support and Marketing to execute release activities. 
• Acquire a deep understanding of the business and industry and keep abreast of competitive offerings 
• Develop and execute effective approaches for gathering feedback, product and market research. 
• Provide support and coaching to Product Managers to ensure that product solutions are meeting end user and business requirements, to ensure that work is prepared for collaborative teams in a complete and timely manner and to ensure that product management tools and processes are effectively implemented and managed. 
• Ensure that critical information and updates are shared with team of Product Managers. 
• Evaluate effectiveness and return of enhancements after launch based on established SLAs and success measures and propose adjustments as needed. 
• Collaborate across lines of business to maximize enhancements for all products 

Minimum Qualifications:

• 5 years Product Management experience, 5 years leadership experience
• Experience in managing CRM solutions, preferably Microsoft Dynamics 365
• Bachelor’s degree

Preferred Qualifications:

• Deep understanding of CRM D365 architecture, customization, and user experience
• Strong analytical and problem-solving skills, especially in CRM data and workflows
• Goal-oriented, must be able to demonstrate success meeting and exceeding business objectives. 
• Strong analytical and problem-solving skills, ability to use data to spot and address risks and opportunities. 
• Direct management experience of three person or larger teams required 
• Knowledge and practical experience of product development life cycle and agile development methodology is required 
• Knowledge and practical experience of mobile product development, including iOS and Android preferred 
• Ability to align key stakeholders toward a common goal, drive results and facilitate change 
• Experience negotiating with vendors and ability to manage external relationships 
• Self-starter with ability to drive decisions and lead projects from start to finish 
• Exceptional decision-making, prio