CRM, Project Manager

About the Role: The CRM, Product Manager leads the credit unions strategy and execution for its Customer Relationship Management (CRM) and AIdriven automation program.

This position operates at the intersection of business, technology, and data; owning the product vision, roadmap, and continuous optimization of the Creatio.ai platform.

This role partners across business units to assist with translating operational needs into scalable member-centric workflows, intelligent automation, and actionable insights, and represents the Creatio program to senior leadership.

The role blends product leadership, people management, analytical rigor, and platform strategy to deliver measurable improvements in efficiency, member engagement, and service quality.

Scheduled Weekly Hours: 40 hours per week; Monday Friday; 8:30am 5:30pm What youll be doing: Lead the strategy, roadmap, and continuous optimization of Bay Federal's Creatio.ai CRM and AI automation platform.Partner with business units to translate operational needs into scalable CRM solutions, workflows, and automation opportunities.Design, configure, and optimize member journeys, case management, and AI-driven workflows to improve efficiency and the member experience.Manage the Creatio product backlog, define priorities, and balance strategic initiatives with business needs.Develop dashboards, reports, KPIs, and ROI analyses to measure platform adoption, operational performance, and business outcomes.Collaborate with technical teams to integrate Creatio with core systems and third-party applications while ensuring security and compliance.Lead user adoption through stakeholder engagement, training, change management, and continuous process improvement.Manage the Product Analyst, CRM & AI Automation, providing coaching, performance management, and professional development.Serve as the primary relationship manager with Creatio, overseeing vendor partnerships, licensing, escalations, and platform enhancements.Champion innovation by identifying opportunities to leverage AI and automation to streamline processes and deliver measurable business value.

Youre Perfect For This Role If You Have: Bachelor's degree in Information Systems, Business Administration, Data Analytics, or a related field (or equivalent experience).710 years of experience in business analysis, product management, or CRM platform delivery, including experience leading or mentoring others.5+ years of people leadership experience with a proven ability to coach, develop, and lead high-performing teams.Hands-on experience with CRM platforms (Creatio preferred; Salesforce, Microsoft Dynamics, or similar) and workflow automation or low-code/no-code solutions.Experience leveraging AI and automation tools to improve business processes and operational efficiency.Strong analytical skills with experience developing dashboards, reporting, KPIs, and business intelligence insights.Proven ability to translate business objectives into technical solutions ...