Principal Specialist CRM Product Owner

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Who We Are:

At RTX the world largest aerospace and defense company 185000 great minds are united by purpose and inspired to make a difference solving the worlds most complex problems. With our three market leading businesses world-class operations and investments in research and development we offer capabilities and opportunity no one else can. Together we push the boundaries of known science and find new ways to connect and protect our world.

Pratt & Whitney is a world leader in the design manufacture and service of aircraft engines and auxiliary power systems and has been revolutionizing modern flight for over 100 years. Join us and help shape the future of aerospace and defense.

The Customer Service Digital Products team is seeking a Customer Relationship Management (CRM) Product Owner to support the execution and day-to-day management of the Dynamics 365 CRM platform.

CRM is the central platform used to manage customer account and stakeholder information across the organization. It supports end-to-end business processes by improving data visibility streamlining workflows enabling reporting and helping teams make informed decisions through accurate centralized customer information.

What You Will Do:

• Support the CRM Product Manager in planning and executing monthly agile sprints
• Manage the CRM product backlog ensuring items are clearly defined prioritized and aligned with business objectives
• Provide advanced support to users by addressing functional questions and clarifying system capabilities
• Develop and maintain simple user guides FAQs and support documentation in our internal knowledge base / Confluence
• Serve as the primary liaison between the CRM Product Manager technical teams and support functions
  

Expectations of the Role:

• Success in this role will be measured through:
• Effective backlog management and alignment with business priorities
• Consistent and predictable sprint delivery outcomes
• Timely resolution and escalation of complex issues
  

Qualifications You Must Have:

• Bachelors degree in information systems Computer Science Engineering Data Management or related field
• 5-8 years of experience in digital product ownership business analysis or CRM-related roles
• Experience managing backlogs and supporting agile delivery processes
• Exceptional communication skills with the ability to explain system functionality to non-technical users
• Strong troubleshooting and problem-solving skills for system and user-related issues
  

Qualifications We Prefer:

• Experience working with Microsoft Dynamics 365 CRM
• Familiarity with agile frameworks (Scrum) and tools (Azure DevOps Jira etc.)
• Experience working in cross-functional product environments (Product IT Data Operations)
• Experience working as a digital product owner
• Understanding of data quality governance or CRM data structures
• Experience supporting digital transformation or enterprise system initiatives
  

Shifts/Work Hours:

• Shift Timings - 4:30PM to 1:30AM IST

This role requires flexibility to accommodate stakeholder interactions and support business needs.

Onsite: Hybrid

RTX adheres to the principles of equal employment. All qualified applications will be given careful consideration without regard to ethnicity color religion gender sexual orientation or identity national origin age disability protected veteran status or any other characteristic protected by law.

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