Product Manager

5 months ago

Mississauga, Canada ACHEV Full time

About Achev: At Achev, we believe that everyone deserves an equal opportunity to build a better life and a successful future. For more than 30 years, we have dedicated ourselves to helping diverse Canadians and newcomers achieve their full potential. Today, we are one of the largest providers of employment, newcomer, language, and youth services in the Greater Toronto Area. Our dedicated team of nearly 400 staff delivers a wide range of innovative, high-quality, and personalized programs and services that empower our clients to prosper and our communities to thrive.

We thrive in a OneAchev culture where collaboration and an integrated service delivery will positively impact Achev’s resiliency, agility, success, and growth.

Join us in helping diverse Canadians and newcomers achieve their full potential

**Position Overview**: Achev is seeking a dynamic and outcome-centric Product Manager to join our fast-growing team and lead our CRM and data solutions in enabling Achev’s new omnichannel strategy. You will be responsible for creating and delivering a long-term vision, roadmap, and operationalizing the success of Achev’s CRM 2.0 strategy. Part of the CRM 2.0 strategy is to build on the initial momentum of our initial launch of the CRM system, and execute the next phase to elevate the full scope of functionalities and usage across the Achev organization. This phase will also include the data consolidation and integration of Achev’s multiple facets of data sets. You will be working with multiple stake holders from the organization including the omnichannel Product Manager, Information Technology, Business Intelligence, and Programs and Services through strong collaboration and partnership to implement the changes needed to realize the CRM 2.0 evolution.

The CRM solution is expected to be the single source of truth for Achev’s 400+ staff members, and its data will be an enabler to support Achev’s overall omnichannel model and drive seamless client experience and journey. This is a critical role at Achev who works directly building a strong foundation on the backend in creating the data intelligence needed for Achev’s client journey, experience, and partner success. There is no better time to join Achev and be a part of the continued transformation in realizing our omnichannel vision, and to play a role to be a game changer and help drive bigger and faster impact for Achev’s clients.

**Responsibilities**:
Roadmap Development
- Work closely with stakeholders to define and prioritize the roadmap over next 3 years.
- Conduct market research, focus group, and internal feedback sessions to identify trends, user needs, and opportunities for improvement.
- Communicate roadmap strategies to different levels of audience within Achev, including the SLT team, Directors, and the manager stake holders.

Cross-functional Collaboration:

- Host ongoing Change Advisory Board meetings with representation from multiple teams in Program and Services to listen, communicate, prioritize, and decide the right changes to the CRM.
- Collaborate with IT and development resources to ensure alignment between business objectives and technical capabilities.
- Facilitate communication and coordination among various teams involved in the development process.
- Engage internal stakeholders to understand the user needs, requirements, and expectations of the CRM system.
- Translate business requirements into clear and actionable specifications for development.

Implementation Success:

- Partner with the assigned Project Manager to oversee the ongoing development and enhancements of the current CRM system to ensure its alignment with timelines and priorities.
- Manage and complete the DevOps change request items in collaboration with IT.
- Ensure organizational and client readiness, as well as establish a sustainable support model.
- Align product design with client needs, current challenges, industry trends and best practices.
- Oversight on data consolidation and integration, including a data and usage migration from another in-house system.

User Experience Enhancement:

- Implement user feedback mechanisms such as surveys to continuously improve and optimize services.
- Follow the Lean-Continuous Improvement methodology to evolve and improve the overall value and success of the product.

Data-Centric for Success
- Design and implement key performance indicators (KPIs) and success metrics to measure the success of CRM 2.0 progress and outcomes.
- Analyze, report, and recommend necessary action items using metrics to increase adoption, client experience, and overall value of CRM 2.0.
- Design and report an executive dashboard to highlight the ongoing progress and success of CRM 2.0.

**Qualifications**:

- Bachelor's degree in Computer Science, Engineering, Business, Information Technology, or a related field.
- 3 to 5 years of proven experience as a Product Manager with B2C or B2B services.
- Deep understanding of product d

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