Senior Product Manager

Summary

Join Natera's Service Transformation Team as a Senior Product Manager, Salesforce Service Cloud and lead the strategic vision, roadmap, and operational excellence of Natera’s Salesforce Service Cloud implementation. This role involves leading platform development, optimizing case management, and driving integrations and workflow standardization. You will collaborate with engineering, design, product, and operations teams to improve agent experience and streamline operations. The ideal candidate has deep knowledge of Salesforce Service Cloud and experience implementing AI solutions. This position requires a proven track record of driving cross-functional initiatives and delivering measurable business outcomes. If you are passionate about building scalable, impactful systems and thrive in high-ownership environments, this is the role for you.

Requirements

• 5+ years of experience in product management, with 3+ years focused on Salesforce Service Cloud as a platform owner or equivalent role
• Hands-on experience leading Salesforce Service Cloud deployments or enhancements at scale , ideally involving: 2000+ service agents, Complex case routing, queue management, and workflow automation, Integration with 3rd-party tools and/or internal data pipelines
• Demonstrated expertise in platform configuration , process design, and user enablement across a diverse stakeholder base
• Proven track record of driving cross-functional initiatives and delivering measurable business outcomes (e.g., reduction in turn-around time, quantified increases in agent productivity)
• Excellent collaboration and communication skills across technical and non-technical teams
• Strong analytical and problem-solving skills; experience using data to guide prioritization and product decisions

Responsibilities

• Own the end-to-end product lifecycle for Salesforce Service Cloud, including roadmap definition, prioritization, execution, and delivery of platform capabilities
• Lead configuration, workflow automation, and integration efforts to improve agent experience and streamline operations across service functions
• Collaborate with partner PMs to build seamless handoffs between Service Cloud and other platforms (e.g., AI/ML pipelines, document ingestion systems)
• Define and standardize platform metadata, fields, and processes to enable robust analytics and unlock AI-driven opportunities
• Drive RPA (Robotic Process Automation) initiatives that reduce manual effort and accelerate resolution times
• Work closely with engineering, QA, and operations to ensure scalable and high-quality delivery of Salesforce features and updates
• Champion user needs and partner feedback to inform backlog and platform design decisions

Preferred Qualifications

• Experience in healthcare, biotech, or other regulated industries with high operational complexity
• Salesforce certifications (e.g., Service Cloud Consultant, Administrator) and experience with Lightning Experience or Omni-Channel Routing

Benefits

• Employee benefits include comprehensive medical, dental, vision, life and disability plans for eligible employees and their dependents
• Natera employees and their immediate families receive free testing in addition to fertility care benefits
• Other benefits include pregnancy and baby bonding leave, 401k benefits, commuter benefits and much more
• We also offer a generous employee referral program!