Technical Product Manager, CRM & Communications Platform

We're looking for a CRM and communications platform expert who can also operate as a strong product owner to own the systems, standards, and platforms that power how we communicate with users at scale. Think of it as building and maintaining the trail system everyone else hikes on — email is the focus, with push, in-app messaging, and SMS on the map ahead.

You'll own our CRM platform, currently HubSpot, and shape the strategy, governance, data flows, integrations, reporting, and operating model that support communication across a multi-brand ecosystem — auditing and improving data quality, consent and preferences, deliverability, and integration reliability along the way, and charting the course on future platform needs and migration work.

This is a hands-on, data-driven role. You'll be the person who spots a problem in the numbers, whether a deliverability issue, a data gap, or a drop in performance, works out why, and drives the fix. You won't run campaigns for other teams; you'll own the platform and set the standards so they can do that reliably on their own.

What You'll Do:

• Own the CRM/ESP platform and its architecture: segmentation and data model, platform limits, and the standards teams follow to use it well
• Define the governance that keeps messaging scalable and compliant across brands: consent, opt-in/opt-out, channel and topic preferences, dedup, frequency capping, sender/domain governance, approval paths
• Partner with Engineering on the customer data, events, attributes, and integrations that power communications, and make sure data flows are reliable and validated
• Own messaging health and deliverability: define the metrics and monitoring for send volume, delivery, bounces, complaints, unsubscribes, audience changes, and event failures, investigate anomalies, and protect sender reputation before small issues become big ones
• Run hands-on analysis on messaging and customer data to find gaps, test hypotheses, and decide what to fix first
• Audit the current CRM/ESP and vendor landscape, support vendor evaluation, and help lead any migration or consolidation effort end to end
• Build the governance and platform foundation so it extends cleanly from email to push, in-app messaging, SMS, and other direct-to-user channels
• Serve as the primary product partner across Brand, Marketing/Growth, Engineering, Sales, and Legal — flag risk early, make evidence-based recommendations, drive alignment
• Create and maintain documentation for platform flows, policies, integrations, event definitions, and operating processes

What You Bring:

Must-Haves

• 5+ years in a formal product management role, OR a combination of deep hands-on CRM/ESP experience (e.g., ~10 years) plus 2+ years in a PM role
• Hands-on expertise with an ESP/CRM platform (HubSpot, Braze, Iterable, Customer.io, Salesforce Marketing Cloud, or similar)
• Email deliverability expertise. You've diagnosed and fixed real deliverability problems, not just learned the terms. You understand authentication (SPF, DKIM, DMARC), sender and domain reputation, domain and IP warm-up, bounce and complaint handling, mailbox provider requirements such as Gmail and Yahoo bulk-sender rules, suppression, list hygiene, and unsubscribe and preference management. You know how to monitor inbox health and catch issues early.
• Working knowledge of privacy and consent regulations relevant to messaging (GDPR, CCPA/CPRA, CAN-SPAM)
• Direct experience owning communications governance — consent/opt-in, preferences, suppression, dedup, frequency capping, sender/domain governance — not just executing within someone else's rules
• Strong strategic thinking — able to connect business goals, customer experience, technical constraints, and operational risk into clear product decisions
• Technical fluency to work effectively with Engineering on integrations, data flows, APIs, and system dependencies, without needing to write production code
• Deep analytical fluency. You form clear hypotheses and test them yourself, pulling and analyzing data hands-on with SQL, spreadsheets, BI tools, or AI-assisted analysis rather than waiting on an analyst. You can take a messy question like "why did engagement drop on one brand?", break it down, find the root cause, and turn it into a recommendation backed by evidence. You define success metrics and separate real signal from noise.
• End-to-end execution discipline across multiple parallel workstreams
• High ownership — you move work forward without perfect direction and bring others along
• Fluency with AI tools as part of your everyday workflow — research, documentation, analysis, acceleration

Nice-to-Haves

• Experience with multi-channel messaging beyond email — push, in-app, or SMS
• Platform migration or vendor consolidation leadership

What We Offer:

This is a fully remote role, and we welcome applicants based anywhere in the United States or Canada. The disclosure below is provided specifically to satisfy Colorado's pay transparency law for roles that could be performed there, it does not limit who may apply.

Entirely remote job that could be performed in Colorado: Employees can expect to be paid a salary of between $140,000 to $180,000. Additional compensation may include a bonus or commission . Additional benefits include health care, vision, dental, retirement, Flexible Time Away, sick leave, and more. This salary range is merely an estimate and may vary based on an applicant’s location, market data/ranges, an applicant’s skills and prior relevant experience, certain degrees and certifications, and other relevant factors.