Senior Product & Solutions Manager

Job Description

The Senior Product & Solution Manager is responsible for defining the strategy, managing, and executing key software systems such as CRM, Call Center, and internal platforms. This role also oversees vendor management to ensure quality, cost-effectiveness, and project alignment with business goals.

Department Management

• Lead and develop the software team to achieve department objectives
• Build roadmap, structure, KPIs, and resource planning for projects.
• Mentor, train, and evaluate team members to ensure professional growth and performance.

Project & Delivery Management

• Manage the full lifecycle of software projects such as CRM, Call Center integration, and internal applications.
• Define scope, timeline, and deliverables to ensure projects meet business objectives.
• Ensure on-time, on-budget delivery with high-quality outcomes.

Vendor Management

• Collaborate with software vendors (Avaya, 3CX, Creatio, Salesforce, etc.) for implementation, integration, and maintenance.
• Evaluate vendor performance, service quality, and contract terms.
• Negotiate scope, SLAs, and technical requirements to ensure project success.
• Coordinate internal and external teams for seamless system integration.
  

Technical & Solution Governance

• Define and maintain architecture and integration standards across systems (CRM, Call Center, ERP).
• Review and approve solution designs to ensure scalability and security.
• Drive the adoption of emerging technologies such as AI Bot, IVR, and Omnichannel solutions.

Sales Solution Support

• Collaborate with the Sales team to propose technical solution packages to enterprise clients.
• Provide product and solution consultation based on client requirements.

Job Requirement

• Bachelor’s or Master’s degree in Computer Science, IT, or related field.
• 10+ years of experience in software development or IT systems management.
• At least 8 years in managerial or leadership roles.
• Strong background in CRM and Call Center implementation or integration.
• Proven experience in vendor or outsourcing management.
• Excellent leadership, coaching, and team management.
• Strong project management, negotiation, and communication skills.
• Ability to manage vendor contracts and SLAs effectively.
• Proficiency in English for both technical and business contexts.