Product Owner – CRM, WhatsApp, Omnichat

• Lead the implementation and evolution of CRM operations via WhatsApp, integrating Dito, Omnichat, and store operations.
• Ensure technology implementation, process design, team adoption, and commercial results.
• Own the project end to end, from pilot through scaling.
• Build and track timelines, milestones, owners, and dependencies.
• Manage the backlog, risks, priorities, and go/no-go criteria.
• Coordinate CRM, IT, BI, Retail, Dito, and Omnichat teams.
• Monitor system integrations and functional requirements.
• Prepare testing, user acceptance testing, and production environments.
• Coordinate testing of workflows, queues, outbound messages, data, and measurement processes.
• Ensure the technological readiness of pilot stores.
• Build customer service, customer assignment, campaign, distribution, and customer transfer workflows.
• Define queue, capacity, and customer service SLA policies.
• Design chatbot journeys and escalation rules for human support.
• Structure usage rules and exception handling.
• Build a responsibility matrix covering the PO, CRM, IT, store managers, and sales associates.
• Define operating management and monitoring routines.
• Conduct weekly meetings with stores and participating teams.
• Create materials, processes, and training for store managers and sales associates.
• Monitor tool usage and process adherence.
• Address adoption challenges and enhancement needs.
• Create daily operational performance reports.
• Structure comparisons between pilot and control stores.
• Track contact volume, active customers, productivity, conversion, and revenue.
• Build a financial results matrix and measure incremental revenue.
• Manage the pilot budget.
• Project platform, messaging, user, and infrastructure costs for expansion.
• Build the business case and ROI analysis to support the scaling decision.
• Identify opportunities based on pilot learnings.
• Prioritize new customer journeys, automations, rules, and integrations.
• Maintain the solution evolution roadmap.
• Recommend scaling, adjusting, or discontinuing initiatives based on results.

Requirements

• Experience in Product Ownership and/or Project Management, working on technology implementation projects and the creation of processes and workflows.
• Strong command of project management, including timelines, backlogs, RACI matrices, risks, dependencies, priorities, and delivery tracking.
• Experience with discovery, requirements gathering, and process/journey design, connecting business needs with technical solutions.
• Ability to orchestrate multidisciplinary projects involving Business, Technology, CRM, Data, Retail, and external vendors.
• Experience with implementation, training, and change management, ensuring user adoption of new processes and tools.
• Proficiency in Excel/Google Sheets and PowerPoint, with the ability to build controls, analyses, reports, and executive presentations.
• Knowledge of KPIs, budgeting, and business cases, including cost tracking, performance monitoring, and ROI analysis.
• Knowledge of Agile methodologies and project management tools.
• Experience with physical retail operations, CRM, WhatsApp Business/API, omnichannel customer service, or projects involving store teams is a plus.

Core Competencies

Demonstrates expertise in Project Management and Product Ownership, with a strong focus on technology implementation, process design, and user adoption. Proficient in managing multidisciplinary projects and ensuring operational efficiency through effective communication and collaboration.

Highest-signal resume keywords

• Project Management
• Product Ownership
• Process Design
• CRM Operations
• Agile Methodologies

Hard Skills

• Requirements Gathering
• Workflow Design
• Budgeting
• KPI Monitoring
• ROI Analysis
• Data Analysis
• Change Management
• User Acceptance Testing
• Financial Reporting
• Performance Tracking

Soft Skills

• Team Coordination
• Communication
• Problem Solving
• Adaptability
• Leadership

Industry Keywords

• CRM
• Omnichannel Customer Service
• Retail Operations
• Multidisciplinary Projects
• Customer Journeys

Tools & Technologies

• Excel
• Google Sheets
• PowerPoint
• WhatsApp Business/API
• Omnichat