Digital Product Manager – Customer Cycle Management- OTI

Job Description

The Digital Product Manager – Order to Invoice (OTI), Customer Lifecycle Management (CLM) owns the strategy, roadmap, and delivery of CLM capabilities within Sherwin‑Williams’ OTI domain. This role ensures alignment to enterprise business objectives, program governance, and Enterprise Technology Group (ETG) delivery standards while driving execution across customer master data, onboarding, enrichment workflows, data quality, and integration readiness. The Product Manager partners closely with Product Owners, Process, Deployment, DT Engineering, Testing, and Data Governance teams to deliver high‑quality, compliant, and scalable customer lifecycle capabilities.

• Own the Customer Domain Product Roadmap & Strategy
• Define and maintain the roadmap for Customer Lifecycle Management (CLM), aligned to ETG governance and product strategy.
• Ensure CLM capabilities adhere to program governance, documentation standards, scope controls, and Change Request (CR) processes.
• Prioritize features using value vs. effort principles and manage dependencies across CLM and related OTI work streams including Order Management & Pricing, Promotions, Discounts & Rebates (OM PPD&R), Warehouse Operations Transportation and Regulatory (WO&TR).
• Lead and coach assigned Product Owners, ensuring alignment to the CLM roadmap, refinement readiness, and Agile delivery best practices.
• Manage feature backlog using Jira, ensuring clear user stories, acceptance criteria, and Definition of Done.
• Deliver and Govern Customer Data Solutions
• Support program-approved solutions for Customer Master, Customer Account, and Accounts Receivable capabilities.
• Partner with stakeholders and IT to design and modify data enrichment and maintenance workflows.
• Create and maintain testing documentation for Oracle Cloud and boundary application changes.
• Coordinate delivery through program governance and partner with relevant internal and external teams as required.
• Serve as Day-to-Day Customer Data Lead for Enterprise Initiatives & Acquisitions
• Lead customer data readiness for initiatives outlined by enterprise priorities.
• Steward and enhance Semarchy Customer Hub for MDM and ADM use cases (including CDI, AOM, CRM, Microsoft Dynamics, and integrated boundary applications such as High Radius and Salesforce).
• Develop and maintain global customer data standards, policies, and procedures.
• Define and execute test requirements, including regression and enterprise customer view scenarios.
• Translate Enterprise Business Objectives into Actionable Technology Outcomes
• Act as liaison between business teams and IT to ensure requirements are fully documented and translated.
• Recommend process and system enhancements and maintain knowledge of evolving customer technologies.
• Simplify and define Sherwin-Williams business processes in alignment with approved designs.
• Drive Data Governance & Enterprise Alignment with EDO
• Ensure customer domain global and enterprise attributes are accurately reflected in data models, metadata, and stewardship workflows.
• Engage Commercial, Marketing, Legal, HR, R&D, Quality, Manufacturing, Regulatory, and global/local partners to identify data design needs.
• Champion data quality, governance, and compliance across Semarchy, Oracle Cloud, and integrated systems.
• Measure Outcomes, Manage Risk, and Continuously Improve
• Define and track KPIs such as data quality scores, merge/duplicate rate, onboarding cycle time, order holds, adoption, and defect escape rate.
• Maintain RAID and CRs in alignment with program governance.
• Ensure scenario coverage, SIT/UAT readiness, and coordinate defect triage with Capability Assurance and Testing.
• Lead retrospectives and continuous improvement efforts across process, data, and technology teams.

This role…