CRM Architect

The Product Operations Manager, CRM partners with the Senior Product Operations Manager to execute the operational product roadmap for PayJoy's global CRM (Zoho), turning operations strategy into shipped technical solutions across all markets.

This role owns the CRM as the go-to-market system of record for Field Sales, Key Account Management, and SDR teams, driving platform stability, automation, technology governance, and the user adoption that makes go-to-market data trustworthy and actionable. This role identifies best-in-class CRM and integration technologies, evaluates AI and automation opportunities, and ensures the platform delivers measurable improvements in sales performance.

The role also leads the CRM team responsible for implementing scalable Zoho solutions, standardizing operational processes across PayJoy’s countries, automating reporting, managing the CRM technology portfolio and external consultant partners, and measuring business outcomes through data-driven decision making.

Responsibilities

Own Zoho CRM as PayJoy's global go-to-market system of record, accountable for platform stability, data integrity, performance, security, and governance across all markets. 

Prioritize and clear the CRM development backlog with published SLAs and transparent, weekly status reporting to stakeholders, removing single-person bottlenecks on critical development.

Administer and configure Zoho CRM and build and maintain integrations (e.g., Vambe, Google Calendar, RouteIQ, telephony, and email) using Zoho Flow, Deluge, and APIs. 

Standardize CRM processes and modules across countries (e.g., Global Visits and account classification), leading country-by-country rollout, migration, and enablement with a repeatable playbook.

Automate reporting and build dashboards that link CRM activity to sales impact 

Drive user adoption to target thresholds through enablement, training, change management, and top-down enforcement of CRM standards.

Evaluate AI, automation, and enterprise technology opportunities that eliminate manual work and raise Sales Rep and SDR productivity across the go-to-market teams.

Define and monitor outcome-based KPIs to measure adoption, automation effectiveness, and business impact, and evaluate pilots and A/B tests for operational improvements.

Lead and grow the Global CRM team, manage the external Zoho consultant pool and partner escalations, to deliver scalable operational solutions.

Requirements

6+ years in CRM Operations, Product/Business Operations, Revenue Operations, or Business Systems, including 3+ years of hands-on Zoho CRM administration and development at scale.

2+ years leading operational or cross-functional teams, plus experience managing external vendors or consultants.

Expert across the Zoho ecosystem (Zoho CRM, Zoho Flow, Deluge scripting, Zoho Analytics): workflows, custom functions, APIs/webhooks, and third-party integrations.

Proven experience delivering multi-country or multi-entity CRM deployments and driving user adoption and change management for sales or field teams.

Strong knowledge of CRM platforms, APIs, workflow automation, SQL, and BI/analytics tools, including reporting automation and attribution modeling.

Experience evaluating enterprise AI, and automation platforms, and with experimentation frameworks and A/B testing.

Strong stakeholder management, strategic thinking, and analytical skills, with a bias for execution and comfort operating in a fast-paced, high-ambiguity environment.

Benefits