Description

You will own the multi-year roadmap for Salesforce Service Cloud, focusing on case management, agent experience, and AI-powered service enhancements.

Responsibilities

• Define and prioritize the product roadmap and backlog based on business value, SLAs, and service metrics.
• Translate business requirements into detailed user stories with clear acceptance criteria for scrum teams.
• Partner with architects to drive scope, integrations, and delivery sequencing for features like Knowledge, Omni-Channel, and Slack.
• Lead release planning, stakeholder communications, UAT execution, and phased rollouts.
• Track and analyze adoption measures, including case volume and agent usage, to identify friction points.

Required Skills

• 7+ years of Product Owner or Product Management experience in enterprise platforms.
• 7+ years of hands-on experience with Salesforce Service Cloud, including Case Management, Service Console, Omni-Channel, Knowledge, and AI.
• Deep experience working in Agile environments using Jira and Confluence.
• Proven ability to manage product roadmaps, backlog grooming, and feature delivery.
• Expertise in using metrics and KPI/usage analytics to drive product decisions.
• Strong communication skills for aligning cross-functional stakeholders and leading initiatives.

Preferred Skills

• Salesforce certifications: Service Cloud Consultant, Administrator, or Platform App Builder.
• Experience with Salesforce platform extensions such as Einstein/Agentforce, Slack integration, or digital engagement.
• Proficiency with Salesforce Reports/Dashboards and Tableau.
• Familiarity with data warehousing, dimensional modeling, and regulated environments like GxP or life sciences.

Key Skills

Education

Any Gradute