Customer Relationship Management Operations Manager Jobs

At Shawmut Design and Construction, we take pride in the culture we've built as a 100% employee-owned company-one that's been recognized with more than 100 Best Place to Work awards. We've been honored as a National Fortune Best Workplace, a Fortune Best Workplace for Women, Millennials, and Parents, and one of America's Best Employers by Forbes-along with numerous regional recognitions across our 15 offices nationwide.

Here's a glimpse into what we offer:

• Health, Dental, and Vision Insurance.
• Employee Stock Ownership Plan (ESOP) - Be an employee-owner!
• 401(K) with Company Match - Receive a company match up to 4% of your eligible pay.
• Generous Paid Time Off - vacation and sick time, 12 holidays, summer Fridays, and a yearly volunteer day.
• The Extras - Cell phone, laptop, tuition reimbursement, pet insurance, financial planning services, and more.

Shawmut is seeking an experienced CRM Platform Manager to own and optimize our Microsoft Dynamics 365 environment. This role serves as the primary technical and functional owner of the D365 platform, ensuring it supports sales, marketing, customer service, and field operations across our construction-focused business. The ideal candidate brings a blend of platform administration expertise, business process knowledge, and experience working in or with the construction, architecture, engineering, or real estate industries.

• Serve as the primary owner and administrator of the Microsoft Dynamics 365 CRM platform, including Sales, Customer Service, and Field Service modules.
• Manage system configuration, customization, security roles, business rules, workflows, and Power Automate flows.
• Oversee integrations with other enterprise systems (ERP, project management, estimating, document management, etc.).
• Coordinate platform upgrades, patches, and release management in alignment with Microsoft's update cadence.
• Maintain data quality, governance policies, and compliance standards within the CRM.

• Partner with Sales, Marketing, Preconstruction, Project Management, and Customer Service teams to translate business requirements into CRM solutions.
• Design and optimize lead-to-opportunity, bid management, and client lifecycle workflows specific to construction operations.
• Develop and maintain dashboards, reports, and analytics using Power BI and D365 native reporting to drive data-informed decision-making.
• Champion CRM adoption across the organization through training, documentation, and change management initiatives.
• Collaborate directly with the Chief Revenue Officer (CRO) and Business Development team to continuously review and refine business processes, implementing updated workflows and automation within D365 as processes evolve to ensure the platform remains aligned with revenue strategy and operational goals.

• Evaluate and recommend third-party solutions, AppSource add-ons, and custom development to extend platform capabilities.
• Manage relationships with Microsoft partners, implementation consultants, and internal development resources.
• Define the CRM technology roadmap in alignment with organizational growth goals and digital transformation strategy.
• Ensure platform scalability and performance as the business expands into new markets or service lines.

• Provide Tier 2/3 support for CRM-related issues, triaging and resolving escalations.
• Mentor and guide junior team members, power users, and business analysts on D365 best practices.
• Coordinate with cybersecurity and compliance teams to ensure CRM data handling meets industry and regulatory standards.

Must have qualifications:

• Must have 5+ years of hands-on experience managing or administering Microsoft Dynamics 365 (CRM / CE).
• Strong knowledge of D365 modules: Sales, Customer Service, and/or Marketing.
• Experience with the Power Platform (Power Apps, Power Automate, Power BI).
• Proficiency in D365 customization: entities, forms, views, business rules, security roles, and plugins.
• Proven ability to gather requirements from cross-functional stakeholders and deliver effective CRM solutions.
• Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field.
• Excellent communication skills with the ability to present technical concepts to non-technical audiences.

Nice to have qualifications:

• Experience in the construction, architecture, engineering, or real estate industry.
• Familiarity with construction-specific business processes: estimating, bid management, project lifecycle tracking, subcontractor management, and RFI/submittal workflows.
• Microsoft certifications such as MB-210 (Sales), MB-230 (Customer Service), PL-200 (Power Platform), or PL-400 (Developer).
• Experience integrating D365 with construction ERP platforms (e.g., Sage 300, Viewpoint Vista, Procore, CMiC).
• Knowledge of Azure DevOps, ALM processes, and solution management for D365.
• Experience leading CRM implementations or major platform migrations.

Shawmut prohibits discrimination against any staff member or applicant on the basis of race, color, sex, sexual orientation, gender identity/expression, age, religion, national origin, marital status, veteran status, pregnancy, physical or mental disability, genetic information, disability, creed, citizenship status, or any other legally protected characteristic.

United States (remote) Salary Range: $118,000 - $160,000  Placement within the listed range depends on many factors including, but not limited to years of experience, project size capability (for Construction & Field roles) and internal company equity.