Senior Product Manager, Customer Acquisition

About NCSA College Recruiting

NCSA College Recruiting is the world largest college recruiting platform, providing student-athletes content, tools, coaching and access to a network of 40,000 college coaches across 37 sports. NCSA is an online experience of IMG Academy, the world’s leading sports education brand and one of Sports Business Journal's Best Places to Work in Sports in 2024. IMG Academy provides a holistic education model that empowers student-athletes to win their future, preparing them for college and for life. Additional on-campus and online experiences include:

• Boarding school and camps, via a state-of-the-art campus in Bradenton, Fla.
• Online coaching via IMG Academy+, with a focus on personal development through the lens of sport and performance
  
  

Position Summary

The Senior Product Manager, Customer Acquisition will lead the design, development, operation and maturation of our Customer Acquisition Platform. This includes our Salesforce implementation (Marketing, Sales, and Service Cloud), its integrations with our customer-facing products and proprietary technology platform, and the processes and measurement strategies which drive their successful operation. This role will assess the business constraints and opportunities defining the evolution of our Customer Acquisition function and develop a deep understanding of how our customers engage with our products. In close collaboration with cross-functional teams to manage the roadmap for successful delivery of end-to-end digital customer acquisition experiences, this role will ensure strategic alignment with business leadership across Customer Success, Finance, Marketing, Operations, Product, Sales and Technology.

Reporting to the VP, Platform and Product Management, the primary focus will be ensuring the aligned prioritization and successful execution of work performed by internal and external teams building and maintaining our Customer Acquisition Platform, in partnership with the Salesforce Architect, Lead Salesforce Administrator and Sales Operations team.

This role will establish the prioritization, testing, and rollout strategies for introducing change within our Salesforce products in coordination with Engineering, Technology, and external implementation partners, including Salesforce itself. This requires a profound understanding of development, administration and DevOps practices in the Salesforce ecosystem. An affinity for solid Agile, testing, and continuous delivery methodologies will be critical for success, along with synchronous and asynchronous communication and collaboration skills as you align stakeholders with plans, initiatives and new ways of working.

This role is pivotal in providing hands-on guidance, leveraging industry expertise, deep knowledge of the Salesforce ecosystem, and both technical and operational acumen to drive key organizational initiatives. It presents a foundational opportunity to shape and elevate our Customer Acquisition capacity and to mature and add discipline to our Salesforce practice.

Position Responsibilities

• Manage the intersection of business, customer and technology, representing the voice of the customer to help stakeholders connect with their needs and ensuring an intuitive customer acquisition experience.
• Define a vision for how Salesforce and platform technologies should be used to optimize the Customer Acquisition journey and its workstreams for growth and efficiency and align stakeholders to that vision.
• Build the Customer Acquisition roadmap, providing leadership through rigorous business analysis skills, Salesforce solution architecture experience and the ‘test, iterate and go’ mindset to drive good decisions.
• Build strategic relationships with internal stakeholders and external partners, profiling their roles and how they can better serve and benefit from different business solutions and process improvements.
• Work with key stakeholders and Product teams to rank business requirements, and plan release rollouts, facilitating communication to ensure the vision and clear goals are aligned with business objectives.
• Balance business objectives with advocacy for technical scale, resilience, and adherence to DevOps practices, with ongoing evaluation of trade-offs and feasibility for considered features and functionality.
• Employ iterative, agile research and lean methods to identify problems and solutions for key Product, Data Science, and Data Engineering stakeholders, defining the key metrics for evaluating the results.
• Conduct business and systems process analysis to deliver data, process and software documentation and improvement recommendations; monitor progress and communicate results in business impact.
• Facilitate alignment and coordination of efforts across technical and operational implementation teams.
• Partner with the Technical Architect and Lead Salesforce administrator on a backlog for continuous improvements to the Customer Acquisition Platform architecture, administration and DevOps practices.
• Act as Product Owner for Salesforce development teams, owning the full software development lifecycle.
• Oversee platform change management by coordinating cross-functional teams, ensuring consistent, clear communication, delivering robust user acceptance testing, training, and detailed release notes.
• Create the documentation necessary to facilitate change and to add clarity for technical and non-technical stakeholders: KPIs, acceptance criteria, diagrams, mockups, and planning resources).
• Lead and mentor external partners, Engineering, Sales Ops, and Platform Operations teams in issue management and resolution, escalations, support, and incident management.
• Partner with Legal and Information Security teams on governance, risk and compliance efforts.
  
  

Knowledge, Skills And Abilities

• Experience: Minimum of 7-10 years of strong Salesforce product knowledge and at least 5+ years’ of hands-on experience in business analyst, product owner, or product manager roles leading teams working on Sales Cloud, Service or Marketing Cloud, with multi-cloud experience strongly preferred.
• Salesforce Proficiency: Deep understanding of Salesforce products and ecosystem, with particular focus on matching capabilities to business and customer needs. Proven track record of successful product leadership in teams working on some combination of Sales, Service, and Marketing Cloud.
• B2C Commerce Knowledge: Expertise in business-to-consumer commerce, including user research and customer journey mapping, to enhance customer experiences using Salesforce and other technologies.
• Consensus: Ability to build cross-functional consensus on business requirements, scope, design, and technical implementation decisions, using narrative, metrics and data, for leadership and practitioners.
• Curiosity: Instinct to explore and learn with data, and the proven ability to quickly grasp new domains.
• Methodology: Experience managing sustainable agile product and software development, UX and designing business requirements, writing epics and user stories, planning releases and performing UAT.
• Synthesis: Strong research, assessment, and documentation skills, ability to conceptualize business needs, critically evaluate customer and employee behavior, and incorporate findings into software.
• Process: Strong business process definition and refinement skills, with the ability to identify areas of challenge and opportunity and employ the appropriate methods to provide a clear analysis.
• Technical Baseline: Familiarity with SQL, HTTP, HTML/CSS/JavaScript, log analysis, API development, high-level cloud computing concepts, and an understanding of engineering methodology.
• Communication: Superb visual, verbal and textual communication and presentation skills; extremely strong capabilities for using data to tell stories, especially counter-intuitive or controversial ones.
  
  

Background Requirements

• Requires a background check upon offer
  
  

Don’t meet every single requirement? We are dedicated to building a diverse, inclusive, authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfect with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.

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www.ncsasports.org/careers

NCSA provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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