Product Manager – Customer Operations

Welcome to Pinnacle, the ultimate destination for sports enthusiasts seeking an exhilarating sportsbook and gaming experience!

Established in 1998, we have solidified our position as one of the globe's foremost licensed online gaming companies. With our cutting-edge offerings, we guarantee an electrifying experience that will keep you on the edge of your seat.

Pinnacle invites you to join our team and become an instrumental figure in the exciting realm of sports betting. Our vibrant team is fueled by passion and driven by innovation, working together to redefine the landscape of sports betting and gaming. Together, we constantly strive to surpass limitations and deliver unparalleled experiences to sports enthusiasts worldwide. Prepare yourself for a thrilling journey and discover sports in an entirely new dimension with Pinnacle!

Apply and join our team today!

Job Title: Product Manager – Customer Operations

Location: Toronto (Hybrid)

Direct Report: Senior Product Manager

Job Purpose:

This is a brilliant and rewarding opportunity to join a fast-paced Product team that is creating new and interesting ways for our customers to engage online with our product range.

As a Customer Operations Product Manager, you will be responsible for driving the development and optimization of our Account Management tools and Customer Relationship Management (CRM) systems, including Salesforce ServiceCloud and Marketing Cloud. To excel in this role, you should have a strong understanding of CRM systems and the customer lifecycle management process. You will collaborate closely with multiple teams across the organization, including customer support, marketing, compliance, and engineering, to align product strategy with overall company goals.

Essential Job Functions / Main Duties & Responsibilities:

• Monitor and analyze the CRM and account management tool market, including trends, competitors, and technological advancements to identify opportunities for innovation and improvements.
• Work with Customer Service, Continuous Improvement and CRM teams to understand the needs and pain points of our customers to develop new feature ideas and prioritize them based on the overall business value.
• Work with the managers of operational teams to develop, maintain, and communicate the product roadmap for account management tools and Salesforce CRM systems.
• Communicate product status, key issues, and launch plans to stakeholders across the company, including executives.
• Work closely with the Strategic Business Stakeholders, Product Management and Creative Teams to define their Product Roadmap and priorities to enhance the customers experience and ensure alignment with the global product roadmap.
• Collaborate with design, architects and engineering teams to enhance the performance, usability and scalability of these tools.
• Stay up-to-date with industry regulations, player protection policies, and responsible gaming practices to ensure compliance and promote responsible gaming initiatives in the account management tools.
• Lead the agile planning process, including story definition, backlog refinement, sprint planning, and retrospectives.
• Monitor product usage data whilst defining and analyzing additional KPI's to product optimization and new enhancements.

Skills & Qualifications:

• Proven experience in product management, preferably in the online sports betting or gaming industry.
• Excellent communication and interpersonal skills, with the ability to present complex information clearly to a variety of audiences.
• Ability to work independently and adapt to a fast-paced and dynamic environment.
• Strong problem-solving skills and ability to think critically and strategically.
• Strong project management skills with the ability to prioritize and manage multiple tasks simultaneously.
• Strong collaboration skills and ability to influence a cross-functional team to deliver results.
• Proven experience with CRM systems and player management tools, preferably with Salesforce ServiceCloud and Marketing Cloud
• Excellent analytical skills with the ability to interpret data and performance metrics to drive insights and optimize performance.

Knowledge & Experience:

• Experience with software product development methodologies, including Waterfall and Agile (e.g. Scrum).
• 5+ years' experience in operational roles directly related to Customer Management activities.
• 5+ years' experience in product management role
• Salesforce certifications are a plus.
• Deep understanding of strategy development, consumer insights and process mapping
• Bachelor's degree in a related discipline.