Technical Product Manager, Business Operations

About the Role

The Technical Product Manager II for Internal ERP Applications plays a pivotal role in managing and optimizing the organization's ERP systems and IT project management processes. This position is responsible for driving the development, enhancement, and integration of internal ERP applications to streamline business operations, improve efficiency, and support organizational goals. This technical product manager is accountable for delivered solution effectiveness – projected vs.

actual ROI ratio, usage, etc., and also "Customer" satisfaction – qualitative & quantitative. The Technical Product Manager's role is crucial in achieving departmental objectives by ensuring that internal ERP solutions effectively support and enhance the department's operations.

Along with the Global TD SYNNEX Digital Council, the TPM in this role will focus on implementing Lifecycle Management processes for our top vendors. The core focus will be on the design and implementation of the LAER (LAND, ADOPT, EXPAND, RENEW) framework and functionality within North America.

LAER stands for:

• Land – Acquire the customer.

• Adopt – Ensure the customer uses and gains value from the product.

• Expand – Grow the customer relationship through upsell/cross-sell.

• Renew – Retain the customer through contract renewals.

The LAER framework is designed to drive customer success throughout the lifecycle of the product.
Customer Success is the discipline of guiding customers through the post-sale journey to ensure they achieve their desired outcomes, thereby driving product adoption, account expansion, and long-term retention—all of which are critical to maximizing recurring revenue.

• Develop and maintain a comprehensive product roadmap for internal ecosystems and applications, aligning with organizational objectives and IT strategy.

• Collaborate with stakeholders to define product vision, goals, and requirements based on business needs and industry best practices.

• Oversee the planning, execution, and delivery of ecosystems and applications-related IT projects, ensuring they are completed on time, within scope, and within budget.

• Coordinate with cross-functional teams, including IT, business units, and external vendors, to manage project milestones and resolve any issues.

• Conduct needs assessments and gather requirements from various departments to understand business processes and identify areas for ecosystems and applications system improvements.

• Translate business requirements into technical specifications, document them into backlogs in Jira (or through Xidea/Boss Ticket), and work with development teams to implement solutions.

• Collaborate with developers, system engineers, and other IT professionals to design and build ecosystems and applications features and enhancements. Ensure technical solutions are scalable, secure, and aligned with best practices and organizational standards.

• Act as the main point of contact between business units and the IT department, ensuring clear and effective communication throughout the project lifecycle.

• Provide regular updates on project status, risks, and milestones to stakeholders and senior management.

• Develop and execute testing plans to validate the functionality, performance, and stability of ecosystems and applications before deployment. Manage user acceptance testing (UAT) and gather feedback to make necessary adjustments and improvements.

• Develop training materials and conduct sessions to educate users on new features and functionalities of ecosystems and applications. Provide ongoing support and address any issues or concerns related to ecosystems and applications systems.

• Monitor system performance and user feedback to identify opportunities for optimization and enhancement.

• Stay informed about industry trends and emerging technologies to recommend and implement best practices for ecosystems and applications.

• Technical Specifications: Convert business needs into comprehensive technical specifications, ensuring clarity for development teams to effectively implement solutions; work closely with cross-functional teams to refine requirements and validate technical feasibility,…