Customer 360 Business Lead

PURPOSE OF POSITION: 

Lead the definition and delivery of the CRM product vision and roadmap, equipping frontline teams with integrated systems, reliable data, and optimized workflows to support a unified customer experience. Collaborate closely with frontline leaders and cross‑functional partners to translate customer and business needs into actionable strategies across all touchpoints.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Vision, Strategy & Roadmap

• Define and own the business vision, strategic priorities, and multi‑quarter roadmap for CRM tooling.
• Lead strategic tradeoffs and prioritization decisions across competing frontline and enterprise needs.
• Anticipate future business, customer, and operational needs and proactively evolve the CRM roadmap.
• Act as the accountable product owner for CRM direction across Sales, Service, Contact Center, and Retail.
• Ensure initiatives deliver business value, not just on‑time delivery.
• Serve as the primary decision‑maker and escalation point.
• Own defined CRM business requirements and contribute to the multi‑quarter roadmap aligned to frontline workflow needs.
• Translate business objectives into scoped initiatives within an established CRM tooling strategy.
• Partner with stakeholders to refine priorities and sequence roadmap items.
• Identify near‑term opportunities to improve frontline effectiveness through CRM enhancements.
• Define success metrics and regularly report progress to leadership.
• Exercise authority to block or escalate CRM changes degrading frontline workflow without justification.
• Exercise authority to block or escalate deployments not completing readiness validation.

Requirements, Backlog & Delivery

• Drive end‑to‑end requirements ownership, from ambiguous business problems to clearly defined solutions.
• Establish standards for requirements quality, definition, and prioritization across CRM initiatives.
• Balance tactical delivery with architectural, data, and ecosystem impacts.
• Ensure backlog decisions align to long‑term CRM platform strategy, not just near‑term asks.
• Translate frontline needs into structured business requirements and user stories, anticipating downstream impacts of changes.
• Manage the CRM enhancement backlog, ensuring clear acceptance criteria and delivery readiness.
• Partner with engineering and delivery teams to clarify scope and support sprint execution.
• Validate that delivered enhancements meet defined requirements and frontline needs.

Data, Integration & Insights Enablement

• Own CRM data standards, business rules, and success metrics across customer and interaction data.
• Define complex data and integration requirements spanning CRM, upstream/downstream systems, and analytics platforms.
• Ensure CRM data is trusted, actionable, and supports enterprise‑level customer experience measurement.
• Gather and document business definitions, data needs, and success criteria for CRM features.
• Define customer data and interaction history requirements in partnership with D&A teams.
• Partner with Customer Intelligence and D&A to align insight outputs across ecosystems.
• Participate in data quality discussions and validate outputs against business expectations.
• Ensure CRM enhancements support reporting and frontline insight needs.

Change Management & Ecosystem Oversight

• Lead stakeholder alignment and decision‑making across business, technology, and data teams.
• Maintain a comprehensive view of the CRM ecosystem, mapping systems, flows, dependencies, and ownership.
• Own change strategy for CRM releases, ensuring adoption, readiness, and measurable frontline impact.
• Manage relationships with key business stakeholders and communicate roadmap updates and release details.
• Coordinate with Contact Center and Retail teams to gather feedback and support rollout activities.
• Maintain documentation of CRM‑related systems, workflows, and dependencies.
• Identify cross-functional stakeholders, ensuring no dependencies are missed in scoping or deployment.
• Partner with the CTO to scope, validate, deploy, and QA CRM updates with technical readiness.
• Support change management activities tied to CRM enhancements.

COMPETENCIES:

• ACCOUNTABILITY- Takes ownership for actions, decisions, and results; openly accepts feedback and demonstrates a willingness to improve.
• BASIC PRINCIPLES - Interacts with people in a way that builds mutual trust, confidence, and respect; adheres to GCI’s Code of Conduct for Employees – the Basic Principles.
• COLLABORATION - Works effectively with others to accomplish common goals and objectives; maintains positive relationships even under difficult circumstances.
  • Strong cross functional collaboration skills, with the ability to build trust, work effectively at all levels of the organization, and develop relationships that support key priorities.
  • Strong ability to influence without authority and coach leaders while navigating organizational resistance or ambiguity.
  • Ability to facilitate meetings, guide discussions, manage time, and ensure clear next steps and accountability.
• COMMUNICATION- Conveys thoughts and expresses ideas appropriately and professionally.
  • Excellent verbal, written, and digital communication skills, with the ability to effectively communicate complex concepts to non‑technical audiences.
  • Ability to produce and deliver clear and concise presentations, dashboards, reports, and white papers.
• COMPLIANCE - Follows internal controls; protects confidential information; abides by GCI’s Code of Business Conduct & Ethics.
• CUSTOMER FOCUS - Demonstrates commitment to service excellence; gives high priority to customer satisfaction.
  • Demonstrated understanding of frontline operational needs and customer‑facing challenges.
  • Deep understanding of customer needs, pain points, and expectations
  • Understanding of customer journeys and moment-of-truth interactions.
• RELIABILITY - Consistently follows through on assigned tasks as expected; demonstrates timely attendance at meetings, training, and other work obligations.
• RESULTS - Uses a combination of job knowledge, initiative, sound decision making, innovation, adaptability, and problem solving.
• Ability to effectively own product visioning, roadmap development, and strategic prioritization across competing stakeholders.
• Advanced understanding of CRM ecosystems and use cases across Sales, Service, Contact Center, and Retail.
• Advanced understanding of backlog management and prioritization frameworks (value vs. effort, ROI, risk).
• Advanced ability to define customer data models, interaction history, and insight outputs.
• Highly skilled at managing complex integrations, enterprise data standards, change management, and rollout at scale. 
• Skilled at specifying integrations (APIs, upstream/downstream systems).
• Ability to work confidently within Agile delivery to define requirements, prioritize work, and deliver high‑quality solutions.
• Proven capability to shape, execute, and measure policy or program agenda aligned with defined outcomes and organizational goals. 
• Skilled in managing multiple concurrent sub programs while maintaining strategic perspective and alignment to overall program goals.
• Proficient in reporting, tracking, and analytical tools used to monitor program performance and budget adherence.
• Strong problem‑solving and analytical abilities, capable of evaluating complex issues and identifying optimal solutions.
• Creative and adaptive issue resolution skills, applying innovative approaches when addressing challenges.
• SAFETY & SECURITY - Supports a safe work environment by following all workplace safety rules and guidelines; complies with applicable Security policies and procedures.
• TECHNICAL PROFICIENCY - Proficient computer skills and MS Office knowledge (e.g., Outlook, Teams, Word, Excel) to complete job duties effectively.
  • Skilled at working with BI tools and CRM platforms and configuration concepts (objects, fields, flows, permissions).

Minimum Qualifications:

Required: *A combination of relevant work experience and/or education sufficient to perform the duties of the job may substitute to meet the total years required on a year-for-year basis

• High School diploma or equivalent.
• Bachelor’s degree in Business, Communications, Operations, Analytics, or related field. *
• Minimum of ten (10) years of progressive experience in customer experience operations, product management, business systems, or related background, to include: *
  • At least four (4) years supporting or enhancing systems and capabilities that support customer relationship management.
  • At least two (2) years leading projects/programs in a cross‑functional environment. 

Preferred: 

• MBA or master’s degree in relevant field.
• PMP, PgMP, CSPO, SAFe certifications.
• Telecommunications experience.  
• Other relevant telecom industry or job specific certifications. 

DRIVING REQUIREMENTS: 

• This position may require access to reliable transportation for occasional travel between retail store locations, offices, worksites, or other locations as needed.

PHYSICAL REQUIREMENTS and WORKING CONDITIONS:  

• Work is primarily sedentary, requiring daily routine computer usage.
• Ability to work shifts as assigned, work in standard office/home office setting, and operate standard office equipment.
• Ability to accurately communicate information and ideas to others effectively.
• Physical agility and effort sufficient to perform job duties safely and effectively.
• Ability to make valid judgments and decisions.   
• Available to work additional time on weekends, holidays, before or after normal work hours when necessary. 
• Must work well in a team environment and be able to work with a diverse group of people and customers.
• Virtual workers must comply with remote work policies and agreements.

The company and its subsidiaries operate in a 24/7 environment providing critical services to Alaskans and may need to respond to public health and safety matters or other business emergencies. Due to business needs employees may be contacted outside of the core business hours to respond to the immediate emergency. As such, you will be requested to provide emergency after hours contact numbers, to include your home and cell phone numbers if you have those services. Culture, Engagement, and Connection: At GCI, we foster an environment where the unique perspectives of our employees, customers, and fellow Alaskans are celebrated. We add value to our community by nurturing and empowering each member of our workforce, ensuring equal opportunities for every Trailblazer. EEO: GCI is an equal opportunity employer. Qualified applicants are considered for employment without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity, marital status, mental or physical disability, veteran status, or any other status or classification protected under applicable state or federal law.  DISCLAIMER:  The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification.  It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. All employees of GCI work in support of the GCI Mission Statement and Declaration of Principles which are located on the GCI Career page and Employee portal.