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Kimberly-Clark · 3 weeks ago

Product Manager – CRM & Service Enablement (Post-Purchase & Service)

Roswell, GA

Full-time

Hybrid

Senior Level

$128K/yr - $158K/yr

6+ years exp

Kimberly-Clark is dedicated to creating better care for a better world, and they are seeking a Product Manager for CRM & Service Enablement. This role is responsible for owning the strategy, roadmap, and delivery of CRM capabilities that enhance post-purchase experiences across various channels.

ManufacturingProduct DesignWholesale

H1B Sponsor Likely

Responsibilities

Define and evolve the CRM product vision for service enablement, aligned to post-purchase journey goals and business outcomes

Partner with Journey Managers to ensure CRM capabilities support the execution and continuous improvement of service and support journeys

Stay attuned to service trends, customer expectations, and competitive benchmarks to inform product direction

Establish a persona-based CRM platform that supports differentiated service experiences and drives internal adoption across service roles

Collaborate with Experience Design Architects to ensure CRM capabilities align with service blueprints and experience architecture

Work with Product Designers to translate experience strategy into tangible workflows, UI/UX, and technical product designs for service agents and support teams

Partner with customer care, operations, and digital teams to capture requirements and prioritize enhancements that improve resolution speed, satisfaction, and efficiency

Strong collaboration with customer-facing self-service portal Product Manager to ensure seamless omnichannel service experience

Lead product development from discovery through delivery, including backlog management, sprint planning, and release communication

Translate roadmap into executable features and user stories in partnership with Product Owners and technical teams

Ensure CRM integrations with knowledge bases, case management, field service, logistics and escalation tools are seamless and scalable

Track adoption and impact using KPIs such as case resolution time, first contact resolution, CSAT, and agent productivity

Define and maintain a CRM data strategy that supports a 360° customer view and enables AI/ML-driven insights for service personalization and automation

Ensure data quality, governance, and analytics capabilities support proactive service, escalation management, and customer retention

Leverage Salesforce Service Cloud as a system of intelligence to simplify processes and drive automation, triage, and decision-making

Partner with enablement and change teams to drive adoption of CRM capabilities across service and support teams

Communicate product vision, roadmap, and results to stakeholders and leadership

Foster a culture of continuous improvement through feedback loops, usability testing, and iteration

Qualification

Salesforce Service CloudProduct managementCRM capabilitiesAgile methodologiesData strategyExperience mappingVendor managementCross-functional collaborationCommunication

Required

6+ years of product management experience, including 3+ years working in the Salesforce ecosystem

Bachelor's degree

Proven track record of delivering CRM capabilities that drive service excellence and operational efficiency

Deep expertise in Salesforce Service Cloud, including case management, knowledge, and automation features

Strong understanding of post-purchase service processes, escalation workflows, and customer support operations

Proficiency in agile methodologies, backlog management, and cross-functional collaboration

Ability to translate service needs into technical requirements and user-centric solutions

Preferred

Experience working with Journey Managers, Experience Designers, and cross-functional product teams

Familiarity with service blueprinting, experience mapping, and workflow design

Strong communication and storytelling skills to influence stakeholders and drive alignment

Experience with AI/ML, data strategy, and CRM analytics for service optimization

Vendor management and experience with service ecosystem tools (e.g., field service, chatbots, escalation platforms, FourKites)

Benefits

Great support for good health with medical, dental, and vision coverage options with no waiting periods or pre-existing condition restrictions.

Access to an on-site fitness center, occupational health nurse, and allowances for high-quality safety equipment.

Flexible Savings and spending accounts to maximize health care options and stretch dollars when caring for yourself or dependents.

Diverse income protection insurance options to protect yourself and your family in case of illness, injury, or other unexpected events.

Additional programs and support to continue your education, adopt a child, relocate, or even find temporary childcare.

Company

Kimberly-Clark

Glassdoor4.0

Kimberly-Clark ranked among the top 10 World's Best Multinational Workplaces by Great Places to Work Institute for the third year in a row.

Founded in 1872

Irving, Texas, USA

10001+ employees

http://www.careersatkc.com

H1B Sponsorship

Kimberly-Clark has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (38)

2024 (14)

2023 (31)

2022 (24)

2021 (10)

2020 (8)