1+ months

CRM - Product Manager - Info Tech Project Manager

City of Phoenix
Phoenix, Arizona 85003 Work Remotely


THIS IS A CRITICAL POSITION. During the current health crisis, any job interviews will be held by video or audio conference.


Please be aware that you may be required to undergo screening for symptoms of COVID-19 which may include answering questions regarding symptoms or having your body temperature read as part of this job.  You may also be required to wear a face covering or use other personal protective equipment (PPE) related to the COVID-19 pandemic.


The ITS department currently has a vacancy for a Product Manager in the ITS Business Solution division’s Project Management Office (PMO) section.


The Product Manager role within the Business Solution’s PMO will deliver products of varying scope and complexity involving multiple teams and applications, develop product roadmaps, implement and provide ongoing product management support for the City’s major technology investments.

The Product Manager is a strategic role responsible for conducting customer research and working with business and IT stakeholders to develop and convey product vision. As an innovative collaborator, the Product Manager gains insight into the customer's needs and continuously matches on-going product capabilities with the customer's evolving needs. The Product Manager will add value to a broad range of business and integration needs, implement best practices, and work across a broad group of stakeholders. This position will deliver diverse products of varying scope and complexity involving multiple teams and applications; manage the daily rhythm of discussions that clarify and resolve requirements during design, development, testing, and release; and conduct and participate in the analysis of the business process and functional requirements. The success of the position will be measured by service and engagement metrics. 

The City is in the process of procuring a modern 311 Customer Relationship Management (CRM) system to facilitate online communications, service and information requests, documentation, and payments. The Product Manager serves as the domain lead for the City’s 311 CRM roadmap, products, and services. With a thorough understanding of the CRM platform, the Product Manager guides executive leadership toward the best practice designs and configurations to make it easier for the Phoenix residents to conduct business with the City, and for City staff to work efficiently.


  • Develop the product strategy, vision, and roadmap.
  • Engage in hands-on product development from concept through delivery against an aggressive timeline.
  • Collaborate with departments and business partners to determine and advise on product capabilities and enhancements, facilitating delivery of new features and support of the product through its lifecycle.
  • Make frequent and dynamic prioritization decisions based on product analytics, business metrics, market research, and customer feedback. Maintain regular communication to refine requirements and provide product and project updates.
  • Anticipate and resolve resource gaps, obstacles, and timing issues. Ensure efficient use of organizational resources cross-functionally. 


This recruitment and any interview process as a result of this recruitment may be used by multiple hiring managers and multiple departments throughout the City to fill any related current or future vacancies; other recruitments and appropriate eligible lists may also be considered.



  • Proficiency and experience in change management best practices and framework.
  • Strong knowledge of product management best practices, functional design, and application delivery methodology.
  • Ability to articulate complex concepts and technologies to all stakeholders; experience engaging executives and other stakeholders.
  • Ability to think independently and creatively.
  • Proficiency and experience in change management best practices and frameworks.
  • Knowledge of current user experience trends and best practices.

Ability to ensure every deliverable meets or exceeds quality standards



  • Three years of responsible experience in applications analysis project involving multiple computer subsystems, including project leader responsibility
  • Bachelor's degree in computer science, computer information systems or a related field.
  • An equivalent combination of related experience and education may be considered.
  • The City job description can be found here.
  • All finalists for positions are subject to a criminal background check applicable to the department or position.


PREFERRED QUALIFICATIONS – The minimum qualifications listed above, plus:

  • Five years or more of experience as a Product Manager inclusive of functional design and application delivery.
  • Master’s Degree in Business/Public Administration, Information Technology or a related field.
  • Experience in user experience design, IT program/project management, and business analysis.
  • Experience with CRM implementation and support.
  • Extensive experience in organizational change management in dynamic environments.
  • Experience with Lean and Agile development processes and project management.
  • Current Agile Certified Practitioner (ACP) and /or PMI Certified Project Management Professional (PMP).

Other certifications and skills such as Six Sigma, Lean, Kaizen, and Scrum.

Salary Details

Candidates may be hired above the minimum depending upon qualifications. 

A comprehensive benefits package is offered which includes traditional pension with employer and employee contributions; choice of medical HMO, PPO, or HSA plan; wellness incentive of up to $720 annually; dental; vision; life insurance; long-term disability; 401(a) and 457 plans; medical enrollment includes a monthly $150 City contribution to a Post-Employment Health Plan; bus/light rail pass; tuition reimbursement program; paid time off includes 11.5 paid holidays, 12 vacation days, and 15 sick days and personal leave days.  For more details, visit: Unit 7 Benefits


Posted: 2020-08-06 Expires: 2020-09-20

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CRM - Product Manager - Info Tech Project Manager

City of Phoenix
Phoenix, Arizona 85003

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