CRM Architect - payjoy

PayJoy, a Public Benefit Corporation, is a mission-first credit provider dedicated to helping under-served customers in emerging markets to achieve financial stability and success. Our patented technology for secured credit provides an on-ramp for new customers to enter the credit system. Through PayJoy’s point-of-sale financing and card offerings, customers gain access to a modern quality of life. PayJoy’s credit also allows our customers to seize opportunities as micro-entrepreneurs, and acts as insurance for tough times. Through our cutting-edge machine learning, data science, and anti-fraud AI, we have served over 18 million customers as of 2025 while achieving solid profitability for sustainable growth.

This role

The Product Operations Manager, CRM partners with the Senior Product Operations Manager to execute the operational product roadmap for PayJoy's global CRM (Zoho), turning operations strategy into shipped technical solutions across all markets.

This role owns the CRM as the go-to-market system of record for Field Sales, Key Account Management, and SDR teams, driving platform stability, automation, technology governance, and the user adoption that makes go-to-market data trustworthy and actionable. This role identifies best-in-class CRM and integration technologies, evaluates AI and automation opportunities, and ensures the platform delivers measurable improvements in sales performance.

The role also leads the CRM team responsible for implementing scalable Zoho solutions, standardizing operational processes across PayJoy’s countries, automating reporting, managing the CRM technology portfolio and external consultant partners, and measuring business outcomes through data-driven decision making.

Responsibilities

• Own Zoho CRM as PayJoy's global go-to-market system of record, accountable for platform stability, data integrity, performance, security, and governance across all markets.
• Prioritize and clear the CRM development backlog with published SLAs and transparent, weekly status reporting to stakeholders, removing single-person bottlenecks on critical development.
• Administer and configure Zoho CRM and build and maintain integrations (e.g., Vambe, Google Calendar, RouteIQ, telephony, and email) using Zoho Flow, Deluge, and APIs.
• Standardize CRM processes and modules across countries (e.g., Global Visits and account classification), leading country-by-country rollout, migration, and enablement with a repeatable playbook.
• Automate reporting and build dashboards that link CRM activity to sales impact
• Drive user adoption to target thresholds through enablement, training, change management, and top-down enforcement of CRM standards.
• Evaluate AI, automation, and enterprise technology opportunities that eliminate manual work and raise Sales Rep and SDR productivity across the go-to-market teams.