Job Title: Product Owner – CRM Implementation (Hospital)

Location: Girgaon, Mumbai

Experience: 4+ years (Preferred: CSPO/PSPO certification)

Employment Type: Full-time, On-site

About the Role:

We are seeking an experienced Product Owner to lead our CRM implementation at Sir H. N. Reliance Foundation Hospital as part of our digital transformation journey. The ideal candidate will have hands-on experience implementing CRM systems (preferably MS Dynamics 365 or Salesforce) in a hospital or healthcare setting and will be responsible for ensuring the CRM aligns with clinical, operations, and patient engagement goals.

Key Responsibilities:

1. CRM Roadmap & Product Management

• Translate hospital CRM strategy into actionable product roadmaps and user stories.
• Define, prioritize, and refine the CRM backlog in collaboration with cross-functional teams (marketing, patient services, operations, IT).
• Ensure CRM workflows align with patient engagement, lead management, marketing automation, and service excellence goals.
• Oversee CRM configurations, customizations, and integrations with HIS, EMR, LIMS, and communication platforms (SMS, WhatsApp, email systems).

2. Stakeholder Engagement

• Serve as the single point of contact between CRM technical teams, vendor partners, and hospital stakeholders.
• Gather, document, and validate user requirements from clinical, marketing, and administrative teams.
• Regularly update senior leadership on project milestones, risks, and implementation status.

3. End-to-End Delivery Oversight

• Drive sprints with clear priorities ensuring timely delivery of CRM modules.
• Perform UAT coordination and post-go-live support to drive user adoption.
• Ensure compliance with data privacy (including healthcare-specific regulations) and internal security protocols.

Qualifications & Skills:

Education:

• Bachelor’s degree in Engineering, Computer Science, Health Informatics, or related field.

Experience:

• Minimum 5 years of total experience, with at least 2 years post-CSPO/PSPO certification.
• Mandatory: Prior experience implementing CRM systems in hospitals or healthcare settings.
• Experience working with HIS, EMR, LIMS, and healthcare integration standards (HL7, FHIR).

Technical Skills:

• Working knowledge of CRM platforms (MS Dynamics 365 preferred; Salesforce acceptable).
• Understanding of healthcare workflows and patient data management.
• Familiarity with cloud platforms and data interoperability concepts.

Soft Skills:

• Can-do attitude with proactive problem-solving skills.
• Strong stakeholder management and communication skills.
• Ability to manage multiple priorities and deliver under tight timelines.
• Customer-first mindset with attention to detail.

Certifications:

• Desirable:
• CSPO (Certified Scrum Product Owner) or PSPO (Professional Scrum Product Owner).
• Certifications in healthcare IT, project management (PMP, SAFe).