Senior Manager, Product Management - ICX RTM

Senior Manager, Product Management – ICX RTM (CRM & Omnichannel Platforms)

The ATS Creativity & Productivity (C&P) Business Capability, Design & Delivery (BCDD) team is looking for an experienced Senior Manager to lead the CRM and Omnichannel product pillar within the Integrated Customer Experience (ICX) RTM organization. This role is responsible for defining and driving the AI first product strategy and delivery for:

• CRM platforms supporting transactional Sales and Support teams
• High velocity sales experience including tooling
• Omnichannel communication platforms (chat, phone, messaging, contact center capabilities)
• Advisor-facing workflow automation and intelligent routing
• AI-enabled Advisor productivity capabilities

You will build trusted relationships across ICX leadership and drive a disciplined product perspective within your team. You will simplify and optimize complex end to end workflows in a highly matrixed environment. You will articulate and influence at the VP and Senior Director level to drive transformation, particularly in areas of AI/GenAI enablement, platform modernization, and service reliability. You will collaborate closely with Architecture, Engineering, UX, Analytics, and Vendor partners to prototype, validate, and scale solutions that improve advisor productivity, operational efficiency, and customer experience.

What You'll Do

• Rapidly understand the ICX operating model and find opportunities to streamline critical workflows to drive measurable business value.
• Own and evolve the product vision and multi-quarter roadmap for CRM and internal sales transactional platforms.
• Present quarterly roadmap progress, platform health, and business impact to VP/Sr. Directors.
• Drive AI-first innovation across platforms, including intelligent case routing, automation, agent assist, and workflow optimization.
• Strengthen vendor engagement (e.g., CRM and CCaaS platforms, strategic cloud vendors) to ensure roadmap alignment and platform value realization.
• Improve service reliability and operational excellence by embedding SLAs, root-cause accountability, and technical debt reduction into product ownership.
• Make thoughtful trade-offs that balance quality, business value, scalability, and delivery timelines.
• Mentor and grow a high-performing team across global locations.

Needed to Succeed

• 10+ years of experience in software product management, including leadership of Product Managers in enterprise environments.
• Proven track record delivering complex enterprise platforms such as CRM systems, internal sales tools, case management systems, or omnichannel contact center platforms.
• Experience modernizing legacy systems into scalable, AI-enabled platforms.
• Practical knowledge of enterprise applications and integrations across CRM, service platforms, workflow automation, and cloud ecosystems.
• Proven ability to lead distributed teams across geographies.
• Intense curiosity in emerging AI/GenAI technologies and their application to advisor productivity and customer interaction platforms.
• MBA or Masters degree preferred.
• Interest in mentoring and growing product managers while fostering a focused product approach in everything we do.
• Attention to detail with a proactive attitude and the ability to work as part of a distributed team across North America and India.
• Intense curiosity and a sincere interest in learning new technologies, platforms, business processes.