IT Business Product Manager, CRM

Overview

We are seeking an IT Business Product Manager, CRM to lead the strategy, roadmap, and execution of our omnichannel patient engagement platform. This role will serve as a critical bridge between business stakeholders and technical teams, ensuring that CRM capabilities align with business goals and deliver measurable impact across patient engagement and conversion. Candidates must have strong hands‑on experience in CRM product management, campaign orchestration, and marketing automation.

Reporting to the Director, Digital Engineering, you will partner closely with Product Owners, Marketing, Analytics, and Engineering teams (Developers/QA) to define requirements, manage the backlog, and drive execution of CRM initiatives that improve engagement, personalization, and conversion.

This is a hybrid role out of our Vienna, VA or Raleigh, NC offices with a minimum of two onsite days per week.

• Own and manage the IT CRM product roadmap for patient engagement, personalization, and campaign orchestration.
• Act as the primary liaison between business stakeholders and technical teams, translating business needs into clear technical requirements.
• Gather, document, and prioritize business requirements, user stories, and acceptance criteria using Jira and Confluence.
• Lead Agile ceremonies including sprint planning, backlog grooming, stand‑ups, retrospectives, and Kanban workflows.
• Partner with CRM developers and QA teams to ensure high‑quality delivery of campaigns, features, and integrations.
• Drive execution of cross‑channel CRM campaigns (email, SMS, push, in‑app).
• Collaborate with Marketing and Analytics teams to define and track KPIs such as conversion rate, engagement rate, retention, and campaign performance.
• Support A/B testing and experimentation strategies to optimise campaign effectiveness and drive continuous improvement.
• Ensure alignment with CDP data models, segmentation strategies, and personalization frameworks.
• Maintain strong documentation for product requirements, workflows, integrations, and system architecture.
• Identify risks, dependencies, and opportunities; proactively communicate status and recommendations.
• Support platform migrations, enhancements, and integration initiatives across the Martech ecosystem.

• Bachelor’s degree in Computer Science, Business, Marketing Technology, or equivalent experience.
• 5+ years of experience in CRM Product Management, Marketing Technology, or Digital Product roles.
• Hands‑on experience working with CRM/marketing automation platforms such as:
• Strong experience in campaign management, customer journeys, segmentation, and personalization strategies.
• Proven expertise in Agile methodologies, including backlog management, sprint execution, and stakeholder alignment.
• Deep experience with Jira, Confluence, and product documentation best practices.
• Strong understanding of CDP ecosystems, data flows, and customer data activation.
• Familiarity with marketing metrics and KPIs (conversion rate, CTR, engagement, LTV, retention).
• Ability to work effectively with engineering, QA, marketing, analytics, and business teams.
• Experience in patient engagement, healthcare, retail, or consumer digital platforms is a plus.
• Understanding of HIPAA, consent management, and compliance considerations is preferred.
• Excellent communication and stakeholder management skills.
• Strong collaboration and influencing ability across cross‑functional teams.
• Highly organized with the ability to manage multiple priorities in a fast‑paced environment.
• Analytical and data‑driven mindset with focus on outcomes and business impact.
• Comfortable working in hybrid/global team environments.
• Passion for improving customer/patient experiences and driving conversion growth.

• Career Development and Training Opportunities
• Participate in a comprehensive benefits package including medical and dental coverage, tax‑free savings plans, life insurance and more
• Participate in our Vision coverage and associate discounts on our products
• Participate in our 401(k) with competitive company match
• Accrue PTO and paid holidays from day one

My Eye Dr . is a high‑growth, premier healthcare company: a…