Senior Product Manager | CRM

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Date: Feb 6, 2024

Location: Hybrid, PR

Company: Popular

At Popular, we offer a wide variety of services and financial solutions to serve our communities in Puerto Rico, United States & Virgin Islands. As employees, we are dedicated to making our customers dreams come true by offering financial solutions in each stage of their life. Our extensive trajectory demonstrates the resiliency and determination of our employees to innovate, reach for the right solutions and strongly support the communities we serve; therefore, we value their diverse skills, experiences and backgrounds.


Are you ready for a rewarding career?

Over 8,000 people in Puerto Rico, United States and Virgin Islands work at Popular.

Come and join our community!

Job Type

Full Time 

General Description

We are looking for a CRM Product Management Lead who is both commercially and technically strong, as well as comfortable interacting with a wide range of stakeholders, to oversee the ongoing delivery of an enterprise-wide CRM that enables differentiated customer and employee experiences. As a leader in the organization the candidate will be leading sales and service enablement solutions for consumer and commercial segments, including lead generation, sales process automation, client life cycle management, and 360-degree customer view are among other functions.

Essential Duties and Responsibilities

  • Manage the continuous optimization and front to back redesign of the of the CRM sales and service enablement solutions focusing on measurable business outcomes such as
    • Improving the customer and employee experience
    • Increased sales
    • Increased employee productivity
    • Improved customer retention
    • Reduced sales cycles and cost of sales.
  • Develops deep understanding of client needs and expectations gathering trends from various internal/external sources.
  • Leads CRM process and capability delivery and engage key Sales, Marketing/Digital, and Customer Support stakeholders.
  • Lead, develop and mentor team of product managers and business analysts with the objective to deliver on project goals and business objectives.

Essential Duties and Responsibilities (cont.)

  • Establish operating approach with business partners to align on roadmap and provide ongoing updates to business stakeholders on daily operations and roadmap delivery.
  • Partners with stakeholders across the organization to ensure CRM platform meet operational needs, regulatory requirements, and corporate policies (i.e., fraud, compliance, legal, etc.)
  • Ensures foundational design meets multiple business needs, aligns with the one bank strategy & maximizes reusable components and focusing CRM data standardization.
  • Develop quality management plans and principles for the team to adopt to ensure successful delivery and deployment of technology.
  • As needed, Source and engage project vendors (draft RFPs, vendor management, contracts, etc.)
  • Monitors overall financial impact of the platforms.
  • Partners with stakeholder to define KPI framework of CRM platform and shares accountability of such KPIs.

Minimum Education

Bachelor's in Computer Science, Business Administration, or related field.


A minimum of five (5) years of combined experience in product management, client services, or product development. Experience with supporting and managing key sales business processes and tools, including CRM.

Certifications / Licenses

No certifications or license needed.

Knowledge, Skills, and Abilities (KSA’s)

  • Communication skills: effectively interact with internal and external stakeholders. Ability to foster trusting relationships with colleagues and clients. Highly develop written and verbal communications skills in English. Presents data effectively. Superior communication and people skills. Excellent report-writing and presentation skills. Polished in preparing presentations, executive summaries, and business reports in English for executive audiences.
  • Strong technical/business acumen: ability to understand the needs and concerns of business stakeholders and colleagues and respond promptly and effectively to stakeholder requests. Ability to conduct analysis on work procedures, business results, and recommends changes to improve the effectiveness of the business's management.
  • Operational/Regulations Processes: Knowledge on budget administration, resources allocation, organization’s policies, and regulations. Ability to establish, conduct and track operational processes properly.
  • Computer and technological skills: proficient in MS Office 365 Suite. Proficiency in sales tools and CRM’s.
  • Project Management: Ability to prioritize and work with multiple projects and tasks with minimum supervision; self-direct and task switch between strategic and tactical initiatives regularly. Capacity to achieve results according to plan ensuring the expected quality. Excellent organization capacity to define priorities, meet deadlines, and flexible to change. Knowledge on project coordination, identification of business needs, work plan, budget control, time management, resource allocation, team management and status reports. Must demonstrate leadership, logic, and reasoning skills.

Regions Locations

Puerto Rico or US

Work Schedule



Analytical Discipline
Business Excellence
Change Agent
Collaboration & Teamwork
Customer Centric
Self Development

Salary Range Information

Our base salary for this position located in New York City generally ranges between $155,000-$182,000.00 USD annually depending on business needs and, on your qualifications, and experience. Base salary does not include incentive compensation, commission, or any other type of remuneration or benefits. Base salary may vary if position is based in other geographic locations.

Additional Requirements

The information provided here is only a general guide as to the nature of the position and does not constitute an exact description of the goals, tasks, duties, and responsibilities of the position. The specific details of each position are described in the employee’s performance evaluation.

Important: The candidate must provide evidence of academic preparation or courses related to the job posting, if necessary.


If you have a disability and need assistance with the application process, please contact us This email inbox is monitored for such types of requests only. All information you provide will be kept confidential and will be used only to the extent required to provide needed exemptions or reasonable accommodations. Any other correspondence will not receive a response.


As Puerto Rico’s leading financial institution, we reaffirm our commitment to always offer essential financial services and solutions for our customers, including during emergency situations and/or natural disasters. Popular’s employees are considered essential workers, whose role is critical in the continuity of these important services even under such circumstances. By applying to this position, you acknowledge that Popular may require your services during and immediately after any such events.


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Popular is an Equal Opportunity Employer

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