Digital Product Manager - OTI, Customer

The Digital Product Manager - Order to Invoice (OTI), Customer Lifecycle Management (CLM) owns the strategy, roadmap, and delivery of CLM capabilities within SherwinWilliams' OTI domain. This role ensures alignment to enterprise business objectives, program governance, and Enterprise Technology Group (ETG) delivery standards while driving execution across customer master data, onboarding, enrichment workflows, data quality, and integration readiness. The Product Manager partners closely with Product Owners, Process, Deployment, DT Engineering, Testing, and Data Governance teams to deliver high-quality, compliant, and scalable customer lifecycle capabilities.

1) Own the Customer Domain Product Roadmap & Strategy

• Define and maintain the roadmap for Customer Lifecycle Management (CLM), aligned to ETG governance and product strategy.
• Ensure CLM capabilities adhere to program governance, documentation standards, scope controls, and Change Request (CR) processes.
• Prioritize features using value vs. effort principles and manage dependencies across CLM and related OTI workstreams including Order Management & Pricing, Promotions, Discounts & Rebates (OM PPD&R), Warehouse Operations Transportation and Regulatory (WO&TR).
• Lead and coach assigned Product Owners, ensuring alignment to the CLM roadmap, refinement readiness, and Agile delivery best practices.
• Manage feature backlog using Jira, ensuring clear user stories, acceptance criteria, and Definition of Done.

2) Deliver and Govern Customer Data Solutions

• Support program-approved solutions for Customer Master, Customer Account, and Accounts Receivable capabilities.
• Partner with stakeholders and IT to design and modify data enrichment and maintenance workflows.
• Create and maintain testing documentation for Oracle Cloud and boundary application changes.
• Coordinate delivery through program governance and partner with relevant internal and external teams as required.

3) Serve as Day-to-Day Customer Data Lead for Enterprise Initiatives & Acquisitions

• Lead customer data readiness for initiatives outlined by enterprise priorities.
• Steward and enhance Semarchy Customer Hub for MDM and ADM use cases (including CDI, AOM, CRM, Microsoft Dynamics, and integrated boundary applications such as HighRadius and Salesforce).
• Develop and maintain global customer data standards, policies, and procedures.
• Define and execute test requirements, including regression and enterprise customer view scenarios.

4) Translate Enterprise Business Objectives into Actionable Technology Outcomes

• Act as liaison between business teams and IT to ensure requirements are fully documented and translated.
• Recommend process and system enhancements and maintain knowledge of evolving customer technologies.
• Simplify and define Sherwin-Williams business processes in alignment with approved designs.

5) Drive Data Governance & Enterprise Alignment with EDO

• Ensure customer domain global and enterprise attributes are accurately reflected in data models, metadata, and stewardship workflows.
• Engage Commercial, Marketing, Legal, HR, R&D, Quality, Manufacturing, Regulatory, and global/local partners to identify data design needs.
• Champion data quality, governance, and compliance across Semarchy, Oracle Cloud, and integrated systems.

6) Measure Outcomes, Manage Risk, and Continuously Improve

• Define and track KPIs such as data quality scores, merge/duplicate rate, onboarding cycle time, order holds, adoption, and defect escape rate.
• Maintain RAID and CRs in alignment with program governance.
• Ensure scenario coverage, SIT/UAT readiness, and coordinate defect triage with Capability Assurance and Testing.
• Lead retrospectives and continuous improvement efforts across process, data, and technology teams.

This role is not remote/ hybrid. This role will report to our office in Cleveland, OH.

This position is not eligible for sponsorship for work authorization now or in the future, including conversion to H1-B visa. Must be legally authorized to work in the country of employment without needing sponsorship for employment work visa status now or in the future.

Job duties include contact with other employees and access confidential and proprietary information and/or other items of value, and such access may be supervised or unsupervised. The Company therefore has determined that a review of criminal history is necessary to protect the business and its operations and reputation and is necessary to protect the safety of the Company's staff, employees, and business relationships.

Must be eighteen years or older

Required:

Education:

• * Bachelor's degree in IT, Business, or related field.

Skills and Knowledge:

• 8+ years of experience in product management, customer data, or related technology roles.
• 6+ years of Oracle Cloud ERP experience
• 3+ years of managing technology projects and enterprise level implementations
• 3+ years of managing projects
• Ability to manage and prioritize multiple initiatives
• Expertise in allocation of resources (people, tools, environment) to enable Product teams to deliver on strategic goals
• Financial acumen to manage and adhere to plans, budgets, and value creation
• Experience with Oracle Cloud (Customer/AR modules) and data management tools such as Semarchy MDM.
• Strong understanding of Agile delivery, backlog management, and prioritization frameworks.
• Excellent communication skills with ability to influence without authority.
• Experience owning/driving roadmap strategy and definition.
• Experience with end-to-end product delivery.
• Experience with feature delivery and tradeoffs of a product.
• Experience owning technology products.
• Experience of managing internal and external stakeholders.

Preferred:

• Experience with Sherwin-Williams Product and OTI lifecycle.
• Experience leading or coaching Product Owners (formal management not required).
• Familiarity with Snowflake, Collibra, and enterprise data governance tools.
• Experience with customer onboarding processes and stage-gate workflows.
• Background in large ERP implementations and master data management.