Job Description

We are seeking a forward-thinking and technically fluent Product Manager to lead the development, integration, and continuous improvement of the call center application including Extended Service Plans and AI-powered customer engagement solutions for internal stakeholders. This role will manage the roadmap and execution for our Customer Service applications which are developed using Salesforce Service Cloud, AI powered automation tools, and omni-channel chat solutions such as IBM Watson Assistant or Twilio Flex. The ideal candidate will combine deep knowledge of customer service operations with hands-on experience deploying intelligent automation tools to deliver exceptional digital support experiences.

Key Responsibilities:

Product Vision & Strategy

Define and drive a strategic roadmap for dealership operations including used acquisition, service, sales, and AI-powered experiences that increase efficiency, productivity, and reduces manual processes. Champion the adoption of AI and automation technologies, including virtual agents, intelligent routing, knowledge surfacing, and predictive capabilities.

Stakeholder & Cross-Functional Collaboration

Serve as the primary liaison between business teams and technical teams (Engineering, AI/ML, Salesforce Admins, UX). Gather and prioritize requirements from both internal staff and external customer journeys to define business use cases and opportunities for process optimization.

AI Agent Development & Optimization

Lead the design and continuous tuning of AI agents and chatbots. Define decision trees, fallback strategies, NLP training datasets, and performance KPIs (e.g., containment rate, deflection rate, handoff accuracy). Ensure seamless integration between virtual agents and live agent handoffs.

Salesforce

Own new feature development and enhancements to Salesforce Automotive Cloud including a new Sales CRM, Used Acquisition CRM, Service CRM, and Customer 360. Design workflows that embed AI recommendations, predictions, or automation into intuitive user experiences that enhance productivity and decision-making. Collaborate with Salesforce developers and admins to extend platform capabilities and ensure a robust, scalable support infrastructure.

Agile Execution & Delivery

Build and maintain a well-prioritized product backlog with epics, user stories, and acceptance criteria. Lead backlog grooming and UAT sessions with engineering teams and users. Manage release milestones, plan and lead successful product launches. Work within an Agile framework to deliver incremental value and adapt to user feedback.

Data-Driven Optimization

Leverage real-time analytics and sales funnel insights to optimize lead routing and deal desking workflows. Use data to inform product roadmap decisions and drive platform enhancements to reduce friction and accelerate deal cycles.

Qualifications

:


Required:

6+ years of Product Management experience serving internal stakeholders. Proficient with workflow management and automation tools. Proven experience owning and delivering AI agents within CRMs and real-time messaging tools. Strong Agile delivery skills and experience writing user-facing requirements.

Preferred:

Experience with automotive or recreational vehicle dealerships a plus. Working knowledge of NLP/ML principles to evaluate use cases, shape intelligent features, and collaborate effectively with data science and engineering teams. Experience with Salesforce Automotive Cloud, Service Cloud, and Agentforce. Ability to travel up to 10

Pay Range:

$113,500.00-$165,600.00 Annual
In addition to competitive pay, we offer Paid Time Off, 401(k), an Employee Assistance Program, Good Sam Roadside Assistance, discounts, paid parental leave (if eligibility is met), Tuition Reimbursement (if eligibility is met), and on the job training opportunities. Full-time associates are offered a comprehensive benefit package including medical, dental, vision and more! Part-time associates are offered access to dental & vision coverage! For more information please visit: www.mycampingworldbenefits.com


We are an equal employment opportunity employer. The Company's policy is not to discriminate against any applicant or employee based on race, color, sex, sexual orientation, gender identity, religion, national origin, age (40 and over), disability, veteran or uniformed service-member status, genetic information, or any other basis protected by applicable federal, state, or local laws.