Senior Manager of CRM Delivery

Description & Requirements

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At Jack Henry, we’re more than a technology company, we’re a force for good in financial services. We’re redefining how community banks and credit unions connect with the people they serve. Our mission is rooted in people inspired innovation, empowering financial institutions to deliver seamless, secure, and human centered experiences. We deliver cutting-edge solutions that are paving the way for the next generation of digital banking and payments, but our true impact begins with our associates. If you're ready to help transform an industry and grow with a company that values purpose, collaboration, and excellence then we’d love to meet you. This is a high-impact leadership position responsible for executing operational improvements and the cloud CRM product roadmap. You will lead a multidisciplinary team of developers, administrators, release engineers, and architects within a complex, regulated enterprise environment. We are looking for a strategic leader who can partner closely with business stakeholders and technology teams to drive enterprise transformation initiatives across customer relationship management (CRM) and workflow platforms. This individual will serve as a trusted advisor to business leaders, translate organizational priorities into actionable roadmaps, and lead teams through the modernization of customer-facing technology solutions. You will step into a high-velocity environment to stabilize delivery operations, improve execution processes, and guide the replacement of legacy CRM systems across the organization. This position may be worked remotely within the United States, with the exception of California. All positions, regardless of location, may require an onsite interview or in-person onboarding requirement to verify your identity. This position is not eligible for immigration sponsorship and support. Please do not apply if at any time you will need immigration support now or in the future (i.e., H-1B, PERM). What you’ll be responsible for: Defines and executes the strategic roadmap for enterprise CRM and customer engagement platforms, ensuring alignment with business objectives, operational priorities, and customer experience goals. Partners with business stakeholders, technology teams, and executive leadership to identify opportunities for platform enhancements, process optimization, and digital transformation initiatives. Prioritizes product investments and enhancement opportunities by evaluating business value, organizational impact, implementation complexity, and long-term strategic alignment. Oversees the delivery of platform enhancements and new capabilities, ensuring solutions are thoroughly tested, meet quality standards, and support business requirements prior to production release. Establishes governance processes for CRM products, ensuring alignment with enterprise architecture, security requirements, data governance standards, and regulatory obligations. Leads cross-functional teams responsible for CRM platform development, administration, release management, and support, fostering a culture of accountability, collaboration, and continuous improvement. Provides consistent leadership to team members by setting objectives, conducting performance reviews, supporting career development, and addressing employee concerns. Serves as a key liaison between business stakeholders and technical teams, translating business needs into product priorities and facilitating informed decision-making. May participate in Product Review Committees, Technology Review Committees, Governance Councils, and other leadership forums as needed. Oversees initiatives related to customer engagement platforms, self-service experiences, workflow automation, and platform modernization efforts. Drives adoption of platform capabilities and champions process improvements that enhance customer, employee, and operational experiences.