Product Analyst, CRM & Customer Experience

Contract Product Analyst, CRM & Customer Experience

About Bay Rock Labs

At Bay Rock Labs, we pioneer innovative tech solutions that drive business transformation. As a leading product engineering firm based in Silicon Valley, we provide full-cycle product development, leveraging cutting-edge technologies in AI, ML, and data analytics. Our collaborative, inclusive culture fosters professional growth and work-life balance. Join us to work on ground‑breaking projects and be part of a team that values excellence, integrity, and innovation.

Together, let's redefine what's possible in technology.

Responsibilities

• Develop product requirements (PRDs), user stories, and acceptance criteria that capture business needs across CRM, customer care, and digital channels.
• Build detailed process flows and customer journey maps for ownership experience, roadside assistance, and communication channels (Calls, Whats App, SMS, Email).
• Partner with Product Managers to scope solutions, refine backlogs, and align dependencies across Salesforce, Contact Center, and digital platforms.
• Support UAT planning, test case design, and execution to ensure business needs are validated.
• Coordinate with operations, finance, compliance, and engineering to ensure solutions are scalable and regulatory‑aligned.
• Assist with vendor evaluations, competitive benchmarking, and requirements consolidation for cross‑functional projects.
• Prepare executive‑ready documentation (workflows, requirements, status updates, decision logs) to support stakeholder alignment.

Requirements

• 4–6 years of product or business analysis experience, preferably in CRM, customer care, or digital product ecosystems.
• Demonstrated ability to create structured PRDs, process flows, and user stories that enable clear execution.
• Strong experience supporting system integration projects (CRM, contact center, mobile app, or portal).
• Familiarity with Salesforce CRM; exposure to contact center tools (e.g., Talkdesk) or middleware (e.g., Workato) is a plus.
• Excellent communication and stakeholder management skills, with ability to synthesize complex requirements for both technical and business audiences.
• Proven ability to manage multiple parallel work streams in fast‑paced, cross‑functional environments.
• Bachelor’s degree in Business, Information Systems, or related field (or equivalent practical experience).

The pay range for this role is:

80 - 95 USD per hour (Hybrid (Newark, California, US))