Job Description - Customer Relationship Management (CRM) Product Manager (Director I) (00020033) **Job Description**

Customer Relationship Management (CRM) Product Manager (Director I) ( 00020033 ) **Organization**

: TEXAS EDUCATION AGENCY **Primary Location**

: Texas-Austin **Work Locations**

: Texas Education Agency 1701 NORTH CONGRESS AVENUE Austin 78701 **Job**

: Management **Employee Status**

: Regular **Schedule**

: Full-time Standard Hours Per Week : 40.00 State Job Code : 1620 Salary Admin Plan : B Grade : 26 **Salary (Pay Basis)**

: 5,784.58 - 7,783.83 ( Monthly ) **Number of Openings**

: 1 **Overtime Status**

: Exempt **Job Posting**

: Jan 21, 2022, 1:12:32 AM **Closing Date**

: Ongoing **Description**

**MISSION:**

The Texas Education Agency (TEA) will improve outcomes for all public-school students in the state by providing leadership, guidance, and support to school systems.

**Flexible work location within the state of Texas may be considered for qualified candidates.**

**Please note that a resume and tailored cover letter are required attachments for applying to this position. Incomplete applications will not be considered. Additionally, applicants who are strongly being considered for employment must submit to a national criminal history background check.**

**POSITION OVERVIEW:**

The Texas Education Agency (TEA) aims to improve outcomes for over 5.4 million students in Texas public schools through an ambitious Strategic Plan designed to prepare students for college, career, or the military. This role will help TEA to build intuitive, responsive tools to make our work with 1,200 school systems across the state more effective, efficient, and supportive and to increase the coordination across many workstreams.

The **Customer Relationship Management (CRM) Product Manager** is responsible for managing the product vision, road map, and strategy. They will work with a cross-functional team to define priorities and establish phases, milestones, and dependencies for adding functionality to TEAs CRM platform to increase usability and efficiency, to streamline and better-target communication with stakeholders. As part of ongoing development work, the Product Manager will champion coherence of design, development, and presentation of content in the CRM platform and incorporate other cross-functionally developed products into the CRM platform. This role will lead efforts to ensure the CRM platform is fully and effectively utilized by internal TEA staff and external stakeholders through user engagement and training efforts.

This position manages collaboration with senior stakeholders across the agency, including extensive interaction with the Commissioner of Education and multiple Deputy and Associate Commissioners, as well as with Agency communications and IT units. The role requires effective vendor management skills, a strong understanding of best practices in gathering and applying user feedback from a wide range of Texas education stakeholders and a general understanding of Information Architecture and User Experience Design (UX). The position reports to the Director of Operational Support.

**ESSENTIAL FUNCTIONS:**

* **Customer Relationship Management (CRM) Product Development:** Define and own the product roadmap for the CRM, outlining near and long-term product development goals. Lead ongoing efforts to ensure TEAs CRM platform is delivering on key user needs and TEAs strategic goals. Facilitate meetings to elicit user requirements from internal customers and external stakeholders and develop product requirements outlining the specific technical functionality needed to deliver on user needs. Work with the internal CRM Information Technology (IT) team to manage the CRM platform build out, testing and releases of new features and functionality.

* **Internal Staff and External Stakeholder Engagement:** Develop and manage a plan to ensure internal staff and stakeholder adoption of the CRM platform. Create and lead execution of a framework for collecting, curating, and promoting the most relevant ideas into features. In collaboration with Strategic Communications and IT teams, develop and track key usage metrics to ensure consistent and increasing user engagement; develop and execute on key tactics to positively impact key metrics. Align internally on core value proposition/messaging around TEAs customer relationship management platform and identify key strategies to ensure that each time a user visits they have a positive experience.

* **CRM Platform Training:** Create and launch training materials and resources to ensure that TEAs CRM functionality is being adopted and used fully, and effectively. Create and deliver training modules to internal users and external stakeholders through both in-person and virtual mediums.

**Qualifications**

**MINIMUM QUALIFICATIONS:**

**Education:** Graduation from an accredited four-year college or university

**Experience:** At least five [5] years of experience in product management and/or product development

**Substitutions:** Each additional year of related experience above the required minimum may substitute for education on a year-for-year basis

**OTHER QUALIFICATIONS:**

* Experience as an agile product owner strongly preferred

* Experience working in Texas education strongly preferred

* Fluency with technical process with a demonstrated ability to manage a development team and establish effective relationships with individuals in technical roles, including external developers and vendors

* Familiarity with Information Architecture and User Experience Design (UIX)

* Strong communication skills, including the ability to translate technical, complex jargon into end-user-friendly language

* Experience successfully applying change management practices.

* Understands the big picture, makes connections, and forces collaboration

* Ability to balance multiple projects and priorities concurrently, ensure completion of high-quality deliverables

* Experience successfully developing and delivering training for audiences with diverse skill-sets and experiences

* Dynamic, positive individual who assumes the best

* An appreciation of good design and aesthetics

* Ability to receive and apply constructive feedback and operate as a team player.

*As an equal opportunity employer, we hire without consideration to race, religion, color, national origin, sex, disability, age or veteran status, unless an applicant is entitled to the veterans preference.*

*Additional Military Crosswalk (occupational specialty code) information can be accessed .*

*This position requires the applicant to meet Agency standards and criteria which may include passing a pre-employment criminal background check, prior to being offered employment by the Agency.*

*No phone calls or emails, please. Due to the high volume of applications, we do not accept telephone calls and cannot reply to all email inquiries. Only candidates selected for interview will be contacted.*