Customer 360 Business Lead

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.

• 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.

• 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.