Senior Product Analyst

Company: People Impact

LinkedIn: Visit LinkedIn

Business Type: Consulting Firm

Company Type: Service

Business Model: B2B

Funding Stage: Private Equity

Industry: Information Technology

Job Description

We are seeking an experienced Product Analyst to support digital experience, CRM, and revenue system initiatives across automotive sales, ownership, and service journeys.

The ideal candidate will bring strong experience in Product/Business Analysis, Salesforce CRM, digital products, enterprise systems, and Agile delivery, with the ability to translate complex business and operational needs into clear, actionable product requirements.Experience in automotive Fixed Ops/service operations is highly desirable.

Key Responsibilities

Product & Delivery Execution

• Partner with Product Managers to translate product strategy and business objectives into clear PRDs, user stories, acceptance criteria, process flows, and functional requirements.
• Support backlog refinement, sprint planning, prioritization, and dependency management within an Agile environment.
• Clarify scope, business rules, constraints, dependencies, and success metrics to enable efficient delivery.
• Work closely with Product, Engineering, Design, QA, Operations, and external vendors throughout the product lifecycle.
• Identify gaps, risks, and dependencies early and drive them toward resolution.
  
  

• Map and analyze end-to-end customer journeys across digital sales, vehicle ownership, and automotive service experiences.
• Analyze and improve workflows involving:
• Service scheduling and appointment management
• Repair order lifecycle and status visibility
• Roadside assistance
• Service communications
• Customer notifications across SMS, email, voice, and in-app channels
• Identify customer and operational friction points through journey mapping, data analysis, stakeholder feedback, and operational insights.
• Translate real-world service operations into practical digital product and system requirements.
  

• Support product initiatives across Salesforce CRM, including Sales, Service, Revenue Cloud, CPQ, or similar platforms.
• Analyze current-state workflows, business processes, data models, configurations, and system capabilities.
• Recommend improvements that enhance customer experience, operational efficiency, scalability, and system usability.
• Collaborate with Salesforce administrators, developers, architects, engineering teams, and vendors to ensure requirements are implementation-ready.
• Coordinate integration requirements across CRM, digital platforms, ERP, inventory, contact center, POS, and service systems.
• Document system dependencies, data flows, business rules, and integration touchpoints.
  
  

• Define and track KPIs and success metrics related to customer experience, service performance, product adoption, and operational health.
• Analyze business and operational data to identify trends, issues, and opportunities for improvement.
• Support UAT planning, test scenario definition, test case creation, execution, defect validation, and business sign-off.
• Create dashboards, reports, process documentation, and analytical artifacts that provide actionable insights to Product and Operations leadership.
• Validate that delivered solutions address business requirements and real-world customer and operational needs.
  
  

• Leverage AI-powered tools to accelerate requirements analysis, discovery, documentation, prototyping, and iteration.
• Use visual tools such as journey maps, process flows, wireframes, diagrams, and lightweight prototypes to communicate concepts clearly.
• Apply rapid experimentation and iterative discovery to validate ideas before significant development investment.
• Promote a culture of speed, clarity, collaboration, and continuous learning.
  
  

• 7–9 years of experience as a Product Analyst, Business Analyst, or similar role supporting digital products, CRM platforms, or enterprise systems.
• Hands-on experience working with Salesforce CRM, with exposure to Sales, Service, Revenue Cloud, CPQ, or comparable CRM capabilities.
• Strong experience in requirements gathering, analysis, documentation, user stories, acceptance criteria, and process modeling.
• Proven ability to translate complex business problems into clear and actionable product requirements.
• Strong understanding of Agile/Scrum product delivery methodologies.
• Excellent communication, stakeholder management, and presentation skills.
• Ability to work effectively with both technical and non-technical stakeholders.
• Strong analytical and problem-solving capabilities.
• Ability to manage multiple priorities and parallel workstreams in a fast-paced environment.
  
  

• Automotive Fixed Ops / Service Experience
• Experience in automotive service operations (Fixed Ops) will be a significant advantage.
  
  

• Automotive service scheduling and appointment workflows.
• Repair order lifecycle and technician workflows.
• Dealer or OEM service operations.
• Parts, warranty, service, and customer care processes.
• Roadside assistance and service communications.
• Working with service advisors, dealership operations, field service, or service organizations.
• Understanding how automotive service systems interact across CRM, inventory, ERP, warranty, parts, and customer communication platforms.
  
  

• Experience with customer-facing web, mobile, or digital commerce products.
• Experience with enterprise system integrations involving CRM, ERP, inventory, POS, contact center, or service platforms.
• Experience with Jira, Confluence, Figma, Lucidchart, or similar tools.
• Salesforce certifications such as Salesforce Administrator, CPQ, or Revenue Cloud.
• Strong journey mapping, process modeling, visual thinking, and whiteboarding skills.
• Experience working with cross-functional product and engineering teams.
• Exposure to AI-assisted product discovery, documentation, prototyping, or analysis.