Manager, Digital Customer Experience Full Time

We’re a global, multi-disciplinary team that’s putting the innovative power of technology to work and transforming tomorrow. As a member of HARMAN Lifestyle, you connect consumers with the power of superior sound.

• Contribute your talents to high-end, esteemed brands like JBL, Mark Levinson and Revel
• Unite your passion for audio innovation with high-tech product development
• Create pitch-perfect, cutting-edge technology that elevates the listening experience

About The Role

We are looking for a seasoned Microsoft Dynamics CRM Manager to lead the end-to-end ownership, delivery, and operational excellence of the Microsoft Dynamics CRM platform across Sales, Service, and other business functions. This role will be responsible for defining and executing the CRM strategy and roadmap, managing integrations, and overseeing support operations, while collaborating closely with business stakeholders to drive user adoption, enhance process efficiency, and maximize business value.

The ideal candidate will provide both technical and people leadership to internal teams and system integrators, ensuring the platform remains scalable, secure, and aligned with enterprise architecture and the Microsoft roadmap. This role will report to the Director, Business Systems.

What You Will Do

• Own the end-to-end Microsoft Dynamics CRM platform, including Sales, Customer Service, and related modules.
• Define and execute the CRM roadmap aligned with business priorities, digital strategy, and cloud transformation initiatives.
• Drive standardization, reuse, and adoption of best practices across global CRM deployments.
• Lead CRM enhancements, upgrades, and new capability rollouts using Agile/Hybrid delivery models.
• Oversee the full delivery lifecycle including requirements, solution design, development, testing, and production releases.
• Act as the primary IT partner for Sales, Customer Service, Operations, and regional teams, translating business needs into scalable CRM solutions.
• Ensure alignment with enterprise architecture, security, and data governance standards, including integrations with systems like SAP, portals, telephony, and reporting platforms.
• Own CRM operations, including support, SLAs, incident management, platform performance, and continuous improvement initiatives.
• Lead internal teams and vendors, providing technical and people leadership while managing budgets, forecasting, and staying current with Microsoft technologies and best practices.

What You Need To Be Successful

• 12–15 years of experience in global, multicultural, and multi-location organizations with increasing levels of responsibility.
• At least 8 years of proven experience as a Solution Architect and Delivery Manager, with a strong focus on Microsoft Dynamics implementations.
• Deep understanding of Dynamics 365 architecture, capabilities, and limitations; relevant Microsoft Dynamics 365 certifications are preferred.
• Strong expertise in configuring and customizing Dynamics 365 using Power Platform tools such as Power Apps, Power Automate, and Power BI.
• Hands-on experience with integration technologies and patterns, including RESTful APIs, SOAP, Azure Logic Apps, and Azure Functions.
• Excellent leadership and communication skills, with the ability to collaborate effectively with diverse stakeholders and lead cross-functional teams.
• Proven track record of designing scalable, reliable, and high-performance solutions for complex business requirements.
• Experience working with Agile/Scrum methodologies and DevOps practices, including continuous integration and delivery.

Bonus Points if You Have

• Bachelor’s degree in Computer Science, Information Technology or a related field.
• Proficient in working with databases and Microsoft Office tools, including Excel, PowerPoint, and Jira.
• Strong analytical, troubleshooting, and root cause analysis capabilities, along with effective presentation skills.
• Proven ability to lead and collaborate with global teams.
• Excellent time management skills with the ability to meet deadlines in a fast-paced environment.

What Makes You Eligible

• Willingness to work in a hybrid office environment, balancing in-person collaboration with remote flexibility
• Open to travel up to 5% as required.
• Flexible to collaborate across multiple time zones when needed.
• Excellent verbal and written communication skills.
• Strong active listening abilities.

What We Offer

• Flexible work environment, allowing for full-time remote work globally for positions that can be performed outside a HARMAN or customer location
• Access to employee discounts on world-class Harman and Samsung products (JBL, HARMAN Kardon, AKG, etc.)
• Extensive training opportunities through our own HARMAN University
• Competitive wellness benefits
• Tuition reimbursement
• “Be Brilliant” employee recognition and rewards program
• An inclusive and diverse work environment that fosters and encourages professional and personal development

You Belong Here

HARMAN is committed to making every employee feel welcomed, valued, and empowered. No matter what role you play, we encourage you to share your ideas, voice your distinct perspective, and bring your whole self with you – all within a support-minded culture that celebrates what makes each of us unique. We also recognize that learning is a lifelong pursuit and want you to flourish. We proudly offer added opportunities for training, development, and continuing education, further empowering you to live the career you want.

About HARMAN: Where Innovation Unleashes Next-Level Technology

Ever since the 1920s, we’ve been amplifying the sense of sound. Today, that legacy endures, with integrated technology platforms that make the world smarter, safer, and more connected.

Across automotive, lifestyle, and digital transformation solutions, we create innovative technologies that turn ordinary moments into extraordinary experiences. Our renowned automotive and lifestyle solutions can be found everywhere, from the music we play in our cars and homes to venues that feature today’s most sought-after performers, while our digital transformation solutions serve humanity by addressing the world’s ever-evolving needs and demands. Marketing our award-winning portfolio under 16 iconic brands, such as JBL, Mark Levinson, and Revel, we set ourselves apart by exceeding the highest engineering and design standards for our customers, our partners and each other.

If you’re ready to innovate and do work that makes a lasting impact, join our talent community today!

Important Notice: Recruitment Scams

Please be aware that HARMAN recruiters will always communicate with you from an ‘@harman.com’, ‘@careers.harman.com’ or ‘harmanglobal.avature.net’ email address. We will never ask for payments, banking, credit card, personal financial information or access to your LinkedIn/email account during the screening, interview, or recruitment process. If you are asked for such information or receive communication from an email address not ending in one of the above email domains about a job with HARMAN, please cease communication immediately and report the incident to us through: harmancareers@harman.com.

HARMAN is proud to be an Equal Opportunity employer. HARMAN strives to hire the best qualified candidates and is committed to building a workforce representative of the diverse marketplaces and communities of our global colleagues and customers. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. HARMAN attracts, hires, and develops employees based on merit, qualifications and job-related performance.(www.harman.com)