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.

• 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.

• 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))