Solutions Delivery Manager- II

A bit about us

Trek is an awesome place to work, with amazing benefits for all employees. We build only products we love, provide incredible hospitality to our customers, and change the world by getting more people on bikes. When you’re on our team, you’re taken care of, encouraged to learn and grow, and given lots of opportunities to do so. Give us your best, and we’ll give it right back. Sound pretty sweet? Then come join us!

The Solutions Delivery Manager leads the successful delivery of technology initiatives that drive value for Trek. This role combines strategic oversight with hands-on execution to ensure business needs are clearly understood, solutions are well-defined, projects are planned with precision, and delivered on time with excellence. Acting as both a delivery leader and analytical problem solver, the Solutions Delivery Manager ensures alignment between IT and business stakeholders, orchestrates cross-functional teams, and drives outcomes that enhance Trek’s products, systems, processes, and customer experiences.

Trek Bicycle is seeking a detail-oriented and collaborative Business Analyst to join our CRM team. You will play a key role in enhancing Trek’s CRM system, Microsoft Dynamics, by gathering business requirements, improving workflows, supporting integrations, and enabling data-driven decisions. The ideal candidate is proactive, technically competent, and eager to support multiple business units including Sales, Customer Care, Retail, Warranty, and more.

Key Responsibilities

Stakeholder Partnership & Analysis

• Work directly with global business stakeholders to gather, define, and document functional and technical requirements for CRM and related systems (e.g., Microsoft Dynamics 365).
• Engage with teams across Sales, Customer Care, Warranty, and Retail to understand business challenges and translate them into actionable requirements, user stories, and process flows.
• Partner with Product Managers to align delivery with business vision, scope, and organizational goals.
• Research and assess current vs. future state processes to recommend practical, data-driven solutions.
• Develop and maintain process diagrams, mockups, and documentation that clarify business logic and workflows.
• Recommend and implement improvements to products, systems, and delivery practices that enhance efficiency and user experience.

Delivery Leadership

• Own end-to-end delivery of CRM and related system solutions—from ideation through go-live and hypercare.
• Lead ideations, sprint planning, daily standups, demos, and retrospectives within the CRM pod and broader Agile teams.
• Build and maintain project and delivery plans aligned with business priorities and technical dependencies.
• Collaborate with vendors and internal IT partners to resolve issues, optimize integrations, and enhance third-party CRM functionality (including 8x8, RingCentral, or other CCaaS platforms).
• Ensure all solutions meet functional, data, and technical expectations; manage risks, dependencies, and resource needs for successful outcomes.
• Document and maintain onboarding guides, training materials, and retrospective insights to support ongoing knowledge transfer and process improvement.
• Contribute to the continuous improvement of Trek’s Agile project delivery methods, templates, and communication standards.

Communication & Alignment

• Serve as a trusted liaison between business stakeholders and technical teams to ensure clear understanding and alignment of requirements.
• Provide consistent updates on project health, milestones, risks, and mitigation plans to leaders and partners.
• Facilitate cross-functional alignment and escalate conflicts in priorities or timing with transparency.
• Support daily pod operations and coach peers in structured delivery, documentation, and stakeholder communication.
• Provide insight into how business decisions, workflows, and system changes affect CRM performance, data quality, and user adoption.

Qualifications

Required

• 5+ years of experience as a Business Analyst or equivalent role, preferably in CRM systems (Microsoft Dynamics 365 strongly preferred).
• Proven experience in Agile delivery, developing user stories, backlog grooming, and producing functional and process documentation.
• Strong analytical, verbal, and written communication skills with attention to detail.
• Proficiency with tools such as Power BI, Power Automate, SQL, Excel, and JIRA for reporting, automation, and workflow management.
• Familiarity with customer service, sales, or contact center workflows and their system integrations.
• Demonstrated ability to work independently and collaboratively on semi-complex projects with global teams.

Preferred

• Understanding of Dynamics 365 customization, workflows, and API integrations.
• Experience using Postman, Graph Explorer, or similar tools for debugging and data validation.
• Familiarity with GDPR or other global data privacy regulations.
• Exposure to automation and integration tools for process efficiency.
• Ability to troubleshoot data issues using ad-hoc SQL queries and support CRM administration.
• Passion for improving business processes through data insights, UX, and automation.

Soft Skills

• Strong interviewing, facilitation, and note-taking abilities.
• Comfortable leading meetings, driving consensus, and adapting communication for technical and business audiences.
• Curious, growth-minded, and eager to explore emerging technologies.
• Team-oriented with a willingness to guide, support, and empower peers across pods.
• Strong organizational skills and the ability to balance multiple priorities in a dynamic environment.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!