Senior Director, Product Management - Customer Experience

Service Center

Position Summary:

The Sr. Director, Product Management – Client and Customer Technology leads the strategic vision, roadmap, and delivery of technology products that enhance client and 
customer experiences across the enterprise. This includes oversight of customer-facing platforms such as CRM, CDP, contact center technologies, and digital engagement 
solutions. The role is also responsible for meeting technology needs for Business-to-Business customers (Fleet and Carriers), delivering solutions such as web portals, mobile 
applications, integrations, data services, and reporting. By translating customer insights and business objectives into innovative technology solutions, this leader drives measurable 
improvements in customer satisfaction, operational efficiency, and business growth. The Sr. Director will build and lead a high-performing product management team, foster 
innovation, collaborate cross-functionally, and ensure seamless integration with Caliber’s broader technology strategy.
 

Roles and Responsibilities:

Strategic Leadership: Define and communicate the long-term product vision and roadmap for client and customer technology initiatives, ensuring alignment with enterprise goals and 
market trends.

Executive Stakeholder Management: Build trusted relationships with senior business leaders, regularly presenting product strategies and outcomes to drive alignment and 
support for technology initiatives.

Business-to-Business Technology Solutions: Develop and manage technology solutions for Fleet and Carrier customers, including web portals, mobile apps, integrations, data 
services, and reporting.

Portfolio & Product Management: Oversee the selection, development, and lifecycle management of customer-facing technology products, including CRM, CDP, UCaaS/CCaaS 
platforms, and AI-driven engagement tools.

Customer Experience Optimization: Partner with Customer Experience, Marketing, and Operations teams to identify pain points and opportunities for improvement.
Cross-Functional Collaboration: Work closely with IT, Data & Analytics, Application Engineering, and Security teams to deliver scalable, secure, and supportable solutions.
Performance & Innovation: Monitor product performance metrics and customer feedback to drive continuous improvement.

Team Leadership: Lead and mentor a team of product managers and analysts, fostering a culture of innovation, accountability, and collaboration.

Knowledge, Skills, and Abilities:
Product Management Expertise: Deep technical understanding of customer-facing platforms, including call center, CRM, CDP, and customer portals. 
Business-to-Business Solutions: Familiarity with technology solutions for business-to- business customers including web portals, mobile apps, integrations, data services, and 
reporting solutions. 

Analytical Skills: Data-driven mindset with proficiency in leveraging analytics and key performance indicators to inform decision-making.
Leadership and Relationship Management: Strong leadership and team-building skills, with a focus on fostering a high performing team with a collaborative, purpose-driven 
culture.

Executive Communication & Influence: Proven ability to engage, influence, and align Csuite and senior stakeholders around technology vision and priorities.
Results Delivery: Proficiency in developing and delivering ROI-focused results in agile environments; proficiency in cross functional collaboration and stakeholder management. 
Technical Acumen: Strong understanding of CRM, CDP, contact center technologies, and digital engagement platforms.

Change Management: Experience in managing organizational change and delivering training to ensure successful technology adoption.

Education, Experience, and Other Requirements:

Education: Bachelor’s degree in computer science, information technology, business, or equivalent experience. Advanced degree or certifications (e.g., MBA, CSPO, PMP) are a 
plus.

Experience: Minimum of 10 years in product management or application development leadership roles, with at least 5 years of hands-on experience managing customer-facing 
technology implementations or optimizations in a large, multi-site enterprise. Experience in the automotive, automotive insurance, repair, or aftermarket services industry is a plus.

About Caliber:

Founded in 1997, Caliber Collision is the nation’s largest collision repair company in the United States serving the $47 billi