Service Center
CSCS TXPosition Summary:
The Sr. Director, Product Management – Client and Customer Technology leads the strategic vision, roadmap, and delivery of technology products that enhance client and
customer experiences across the enterprise. This includes oversight of customer-facing platforms such as CRM, CDP, contact center technologies, and digital engagement
solutions. The role is also responsible for meeting technology needs for Business-to-Business customers (Fleet and Carriers), delivering solutions such as web portals, mobile
applications, integrations, data services, and reporting. By translating customer insights and business objectives into innovative technology solutions, this leader drives measurable
improvements in customer satisfaction, operational efficiency, and business growth. The Sr. Director will build and lead a high-performing product management team, foster
innovation, collaborate cross-functionally, and ensure seamless integration with Caliber’s broader technology strategy.
Roles and Responsibilities:
Strategic Leadership: Define and communicate the long-term product vision and roadmap for client and customer technology initiatives, ensuring alignment with enterprise goals and
market trends.
Executive Stakeholder Management: Build trusted relationships with senior business leaders, regularly presenting product strategies and outcomes to drive alignment and
support for technology initiatives.
Business-to-Business Technology Solutions: Develop and manage technology solutions for Fleet and Carrier customers, including web portals, mobile apps, integrations, data
services, and reporting.
Portfolio & Product Management: Oversee the selection, development, and lifecycle management of customer-facing technology products, including CRM, CDP, UCaaS/CCaaS
platforms, and AI-driven engagement tools.
Customer Experience Optimization: Partner with Customer Experience, Marketing, and Operations teams to identify pain points and opportunities for improvement.
Cross-Functional Collaboration: Work closely with IT, Data & Analytics, Application Engineering, and Security teams to deliver scalable, secure, and supportable solutions.
Performance & Innovation: Monitor product performance metrics and customer feedback to drive continuous improvement.
Team Leadership: Lead and mentor a team of product managers and analysts, fostering a culture of innovation, accountability, and collaboration.
Knowledge, Skills, and Abilities:
Product Management Expertise: Deep technical understanding of customer-facing platforms, including call center, CRM, CDP, and customer portals.
Business-to-Business Solutions: Familiarity with technology solutions for business-to- business customers including web portals, mobile apps, integrations, data services, and
reporting solutions.
Analytical Skills: Data-driven mindset with proficiency in leveraging analytics and key performance indicators to inform decision-making.
Leadership and Relationship Management: Strong leadership and team-building skills, with a focus on fostering a high performing team with a collaborative, purpose-driven
culture.
Executive Communication & Influence: Proven ability to engage, influence, and align Csuite and senior stakeholders around technology vision and priorities.
Results Delivery: Proficiency in developing and delivering ROI-focused results in agile environments; proficiency in cross functional collaboration and stakeholder management.
Technical Acumen: Strong understanding of CRM, CDP, contact center technologies, and digital engagement platforms.
Change Management: Experience in managing organizational change and delivering training to ensure successful technology adoption.
Education, Experience, and Other Requirements:
Education: Bachelor’s degree in computer science, information technology, business, or equivalent experience. Advanced degree or certifications (e.g., MBA, CSPO, PMP) are a
plus.
Experience: Minimum of 10 years in product management or application development leadership roles, with at least 5 years of hands-on experience managing customer-facing
technology implementations or optimizations in a large, multi-site enterprise. Experience in the automotive, automotive insurance, repair, or aftermarket services industry is a plus.
About Caliber:
Founded in 1997, Caliber Collision is the nation’s largest collision repair company in the United States serving the $47 billion-a-year collision repair industry. Caliber has grown
rapidly over the years and has more than 1,800 locations with the industry's first true nationwide footprint. With all locations’ I-CAR Gold Class Professional certified collision
repair centers, Caliber is consistently ranked as having among the highest customer satisfaction scores in the industry and backs all repair work with a written, lifetime
warranty. Caliber receives more referrals from insurance agents than any other company.
At Caliber, the company's purpose-driven culture attracts, retains, and motivates top operators, with a commitment to restore the rhythm of their customers' lives and be the
automotive service provider of choice in every community they serve. Through several initiatives, such as Recycled Rides, Rhythm Restoration Food Drive, Changing Lanes, and
Caliber Classic, Caliber gives back to the communities that have entrusted them with their automotive service needs.
Caliber believes it can leverage its core capabilities and assets to address the larger automotive services market and is in the process of building out additional aftermarket
services across scanning and calibration (Protech), glass (Caliber Auto Glass), and fleet solutions (Caliber Fleet Solutions). For more information, please visit: www.calibercollision.com.
Why Join Us?
As the Sr. Director, Product Management – Client and Customer Technology, you will play a pivotal role in shaping the technological foundation that supports Caliber’s growth and
innovation. Join a forward-thinking team committed to excellence, community impact, and delivering best-in-class automotive services
Caliber uses E-Verify to confirm the identity and employment eligibility of all new hires.
Must be eligible to work in the U.S. with no restrictions.
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What We Do
As one of the nation's largest auto collision repair providers, Caliber offers unlimited opportunities to drive your career forward. Surrounded by a purpose-driven, team-centric culture, you are empowered to create the roadmap for your future. With more than 1,800 centers nationwide across 41 states, Caliber features a wide range of automotive services including collision, auto glass and fleet solutions. We are known for providing an outstanding customer experience and regularly rank among the highest customer satisfaction scores in the industry. Our commitment to caring for people extends to our Caliber teammates and their careers. When you join Caliber, you're not just an employee but part of a dedicated team. You'll receive mentoring from some of the brightest minds in the industry, as well as industry-leading pay and a comprehensive day-one benefits program. At Caliber, we care about your well-being. We're proud to have been the only auto repair company on Forbes' list of "America's Best Large Employers"-an honor awarded to companies with high employee satisfaction. We're also proud to have been recognized by Inc. as a Best in Business Extra Large Company (500+ employees), receiving a gold medal for our efforts in going above and beyond to make a positive impact. Caliber is an equal-opportunity employer. We are committed to fostering an inclusive and diverse workplace
