Product Owner - AI Digital CRM

"Vorsprung durch Technik" or, "Progress through Technology" is our company ethos and is the core belief that drives the development of every Audi vehicle. It inspires the innovative solutions, revolutionary engineering and progressive design that have become synonymous with the Audi name. And it reminds us to challenge ourselves, rewrite the rules from time to time and always fuel our pioneering spirit. The spirit that sets us apart on the racetrack and the open road. In our relentless pursuit to become the number one premium car brand in America, we need employees who share in this spirit of challenging the status quo in everything that we do.

Role Summary

We are looking for a proactive and highly engaged Product Owner for AI‑driven CRM capabilities to accelerate the evolution of our Salesforce ecosystem, with a strong emphasis on Agentforce. In this role, you actively partner with business stakeholders to uncover needs, translate them into clear and actionable requirements, and drive the development team toward delivering intelligent, high‑impact solutions.

You work hand‑in‑hand with Technology, Development, and Data teams to shape and refine AI‑powered features that enhance both user and business outcomes. You also collaborate closely with cross‑functional partners—including Marketing, Network, Aftersales, and external agencies—to ensure alignment and seamless integration across the customer journey.

Role Responsibilities

Product Ownership (70%)

• Customer-Centric Discovery: Engage directly with business stakeholders to uncover needs, pain points, and opportunities that inform system, process, and AI‑enabled CRM requirements—supporting a seamless and personalized customer experience.
• AI-Focused Enhancement: Drive continuous improvement and innovation within the Salesforce CRM ecosystem, with a focus on leveraging Agentforce and other AI capabilities to elevate user and business outcomes..
• Agile Prioritization: Build, refine, and prioritize a dynamic product backlog. Ensure user stories are clearly defined, aligned to business value, and sequenced to address the most critical needs.
• End-To-End Delivery: Collaborate with cross‑functional teams to define acceptance criteria, support testing, and validate user stories throughout the agile development lifecycle, ensuring quality and continuous improvement.
• Robust Documentation: Develop and maintain high‑quality documentation—including user stories, use cases, process flows, and data requirements—to ensure alignment and transparency across teams.
• Issue Resolution: Triage, prioritize, and resolve product‑related issues and inquiries efficiently to maintain smooth operations and support ongoing delivery.
• Product Team Leadership: Lead a dedicated product team within the Digital CRM Program, ensuring timely delivery, alignment to program goals, and strong execution across sprints.

Cross-Functional Collaboration (30%)

• Collaborate with Stakeholders: Work closely with internal business stakeholders to gather insights, validate needs, and translate them into actionable product requirements.
• Salesforce Expertise: Provide guidance to stakeholders on Salesforce platform technologies - including AI and Agentforce - features to derive business requirements.
• Agile Approach: Operate within an Agile framework, collaborating with partners and business owners to transform strategic requests into Epics and prioritize them as tangible user stories, design concepts, and feasible deliverables.
• Strategic Alignment: Understand the business implications of decisions, ensuring alignment with strategic goals.
• User-Centric Feedback: Analyze and prioritize user and stakeholder feedback, incorporating insights into the product backlog and future iterations.
• Empower Development Teams: Support and guide development teams in delivering innovative, AI‑enabled CRM solutions that align with business needs and the overall CRM vision.
• Project Coordination: Coordinate with multiple departments to ensure successful delivery of product milestones within defined timelines and budget parameters.

Qualifications:

Years of Experience

• 3–5 years of experience as a dedicated Product Owner in agile development environments, with a strong background in CRM or AI‑driven product domains. Proven experience leading cross‑functional development teams within Scrum or scaled agile frameworks.

Education-Required

• Bachelors’ degree in Business, Marketing, Computer Science, or Engineering

Education-Desired

• Master’s degree in Entrepreneurship, Business, Marketing, Computer Science, or Engineering

Skills

• Strategic & Tactical Leadership: Ability to translate business vision into actionable product strategies for AI‑enabled CRM capabilities, balancing long‑term direction with day‑to‑day execution.
• AI & CRM Problem-Solving: Strong passion for identifying and solving complex business challenges using AI, automation, and Salesforce capabilities, with a proven ability to prioritize high‑impact opportunities.
• Product Delivery Excellence: Demonstrated success delivering AI‑powered or CRM‑centric products—from MVP through scaled enterprise solutions—within a matrixed organization.
• End‑to‑End Ownership: Proven ability to own product outcomes, drive adoption, measure performance, and continuously optimize AI‑driven features.
• Cross‑Functional Collaboration: Skilled at guiding cross‑functional teams and aligning diverse groups around a shared product vision.
• Technical Fluency: Strong understanding of the technology stack required to build AI‑enabled (Salesforce) solutions, including APIs, data models, and integration patterns.
• Developer Empowerment: Ability to partner closely with developers, clarify requirements, remove blockers, and foster a high‑performance delivery culture.
• Autonomous Execution: Comfortable operating independently, making informed decisions quickly, and driving progress in a fast‑paced environment.
• Analytical Mindset: Uses data, experimentation, and qualitative insights to shape product decisions and evaluate AI model performance.

Specialized Skills - Required

• AI & CRM Innovation Awareness: Deep understanding of emerging AI trends, conversational AI, agent‑based automation, and their application within CRM ecosystems.
• Salesforce Expertise: Extensive hands‑on experience with Salesforce, incl. Agentforce, Service Cloud & AI capabilities. Ability to translate business needs into Salesforce‑native and AI‑driven solutions.
• Requirements Expertise: Strong ability to elicit, document, and refine business requirements, user stories, acceptance criteria, and process flows for AI‑enabled features.
• Relationship Building: Success in developing strong working relationships across various organizational layers, external agencies, and suppliers.
• Team Management: Experience managing and leading development teams focused on CRM, AI, or automation technologies.
• User-Centered Practices: Familiarity with journey mapping, design thinking, and user research to ensure AI solutions enhance user experience.
• Agile Expertise: Solid understanding and hands‑on practice with Agile methodologies (Scrum, Kanban, Lean), including backlog management and sprint planning.
• Tool Proficiency: Experience using Jira, Confluence, and similar tools to manage user stories, roadmaps, and agile workflows.
• Deadline & Prioritization Skills: Highly organized, proactive, and comfortable managing multiple priorities under tight timelines.

Specialized Skills - Desired

• Technical Background desired: Experience in software engineering, data science, or AI/ML concepts is a strong plus.
• Previous experience at Automotive OEMs
• AI Enablement Experience: Hands‑on experience implementing or scaling AI technologies within CRM platforms and enterprise environments.

Work Flexibility

Travel up to 20% of the time

*Volkswagen Group of America is an Equal Opportunity Employer. We welcome and encourage applicants from all backgrounds, and do not discriminate based on race, sex, age, disability, sexual orientation, national origin, religion, color, gender identity/expression, marital status, veteran status, or any other characteristics protected by applicable laws.*