Director, Product Management

DEPARTMENT: Information Technology

REPORTS TO: Chief Information Officer

CLASIFICATION: Exempt

SALARY: $120,000 - $130,000 per year

DATE: November 2025

POSITION OVERVIEW

The Director of Product Management leads the strategy, development, and execution of digital products with a focus on CRM and marketing technology. This role serves as the primary liaison between Marketing and Technology, ensuring that customer engagement platforms—especially Salesforce—are optimized to support organizational goals. The Director also oversees product delivery, incorporating project management practices to ensure timely execution.

This role will collaborate rigorously with content owners and producers (Marketing, Communications, Education, Exhibitions, Collections, Institutional Advancement, and Operations) and technical teams (platform development, applications, and server). The Director will also support technical portions of in-gallery interactives and audio guides, ensuring governance, technical supportability, and product lifecycle management.

ESSENTIAL FUNCTIONS

• Own the product vision and roadmap for CRM and marketing technology platforms, with a focus on Salesforce (Sales Cloud, Marketing Cloud, Service Cloud).
• Act as the strategic intermediary between Marketing and Technology, translating campaign and engagement needs into scalable technical solutions.
• Lead cross-functional teams through the full product lifecycle—from ideation and requirements gathering to launch and optimization.
• Manage project timelines, deliverables, and resource allocation for CRM-related initiatives.
• Ensure seamless integration of Salesforce with other platforms (e.g., CMS, analytics, email marketing tools).
• Champion data-driven decision-making, customer journey mapping, and marketing automation.
• Monitor KPIs such as campaign performance, lead conversion, and customer engagement.
• Stay current on Salesforce releases and identify opportunities to enhance platform capabilities.
• Collaborate with IT leadership to align CRM strategy with enterprise architecture and data governance standards.
• Direct product design and content creation for flagship web and mobile properties.
• Collaborate with program teams to support, upgrade, and/or sunset in-gallery interactives and audio guides.
• Regularly report digital engagement goals and benchmarks to leadership and senior teams.
• Explore new vendors and deploy technological and publishing solutions for desktop, mobile, video, and apps.
• Support marketing team initiatives including social media, email campaigns, and other digital engagement efforts.
• Routinely program homepage and high-traffic pages to create a quality experience for users.
• Develop strategic plans for live streaming and digital support for major events.
• Direct all the 9/11 digital technical assets activities, most notably our flagship web property
• Manage digital team to develop robust product roadmaps for onsite and offsite properties.
• Demonstrate understanding of ticket funnel creation and conversion.
• Identify valuable insights and communicate them to the team in a logical, straightforward way.
• Hire and manage digital staff and create a training regimen for new and existing members to ensure their development and growth.
• Meet regularly with internal and external partners to evolve our digital strategy and stay apprised of best practices and emerging trends in the industry.

VOLUNTEER REQUIREMENT

• Participates in the Annual 5K Fundraiser and September 11th Commemoration, as assigned.
• Assists with other special projects and events in support of all 9/11 Memorial and Museum, as assigned.

QUALIFICATIONS/SKILLS REQUIREMENT

• 7+ years of experience in product management, including delivering large, complex public-facing digital properties and creating/executing digital roadmaps; 3+ years focused on CRM and marketing technology.
• Deep expertise in Salesforce CRM, including platform architecture, data models, and automation tools.
• Strong understanding of marketing operations, campaign management, and customer segmentation.
• Demonstrated success leveraging digital engagement to increase ticketing funnel conversions, donation funnel conversions, and memberships.
• Extensive experience with content management systems, digital publishing platforms, mobile, and superior knowledge of HTML.
• Strong knowledge of web, mobile application, and software development processes and methodologies.
• Proven ability to lead and inspire cross-functional teams, manage complex projects, and deliver results in a fast-paced, deadline-driven environment.
• Excellent communication, stakeholder management, and organizational skills.
• Proficient computer skills.
• Proven ability to work with backend and client-side developers.
• Highly organized, self-motivated, and able to prioritize tasks effectively.
• Bachelor's degree in Business, Marketing, Multimedia, Media Management, Computer Science, or related field; advanced degree or Salesforce certifications preferred.
• Experience with nonprofit or mission-driven organizations.
• Agile/Scrum experience and comfort with project management tools (e.g., Jira, Asana, Trello, ).
• Strong vendor management and contract negotiation skills.

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The National September 11 Memorial & Museum (9/11 Memorial & Museum) is an equal opportunity employer. Applicants who meet the qualification requirements of the role will receive consideration without regard to their race, color, religion, sex, sexual orientation, age, national origin, disability, status as a protected veteran, or any other characteristic protected by applicable law.  The 9/11 Memorial & Museum endeavors to make reasonable accommodations for applicants with disabilities and other accommodation needs under applicable law. If you are an individual with a legally recognized accommodation need and require assistance during the application process, please contact Ronni Cantor at with your specific accommodation request.

The 9/11 Memorial & Museum is committed to an organizational culture that supports and reinforces our institutional values including our commitment to inclusive representation. We are committed to reflecting the unique experiences of the nearly 3,000 victims who were killed indiscriminately in the 1993 and 2001 terrorist attacks and the wider communities impacted in lower Manhattan, at the Pentagon, and near Shanksville, PA.