Senior Product Owner

Summary

Join our team as a Senior Salesforce Service Cloud Product Owner and lead the roadmap development, adoption, and governance of our Salesforce Service Cloud system. You will champion the evolution of our case management and support workflows, leveraging AI-driven insights to enhance agent experience and customer operations. This role demands a deep understanding of Salesforce Service Cloud, Agile methodologies, and a proven track record in product ownership. You will collaborate with cross-functional teams to define, prioritize, and deliver features, ensuring alignment with business value and service level agreements. Success in this position requires strong communication, stakeholder alignment, and a metrics-driven mindset. You will also lead the launch and rollout of new features, ensuring a smooth transition and ongoing optimization of the platform.

Requirements

• 7+ years Product Owner or Product Management experience in enterprise platforms
• 7+ years hands-on experience with Salesforce Service Cloud (Case Management, Service Console, Omni-Channel, Knowledge, AI)
• Proven track record in owning Service Cloud roadmap, backlog, feature delivery, and adoption
• Deep Agile experience with tools like JIRA/Confluence
• Strong metrics-driven mindset with KPI/usage analytics expertise
• Excellent communicator, adept at aligning stakeholders and leading cross-functional initiatives

Responsibilities

• Own the Service Cloud Vision & Roadmap
• Define and prioritize a multi-year roadmap for Service Cloud, focusing on case management, agent experience, and AI-powered service
• Shape backlog priorities based on business value, SLAs, agent feedback, and key service metrics (e.g., time-to-resolution, agent efficiency)
• Strategize on Features & Prioritization
• Facilitate discovery with cross-functional teams (Clinical, Operations, Customer Service, IT)
• Document requirements, translate to user stories with acceptance criteria
• Partner with architects to drive scope, integrations (Knowledge, Omni-Channel, Slack), and delivery sequencing
• Drive Adoption & UX Optimization
• Define, track, and analyze adoption measures (case volume, agent usage, self-service uptake)
• Identify friction points and implement "quick wins" in collaboration with training and Change teams
• Champion intuitive, agent-centric UX and AI enhancements
• Launch & Rollout Leadership
• Lead release planning: stakeholder communications, training design, and readiness
• Manage pilots, phased launches, and smooth transition to support
• Ensure alignment with SLAs, incident processes, and governance standards
• Enable Agile Delivery
• Actively participate in sprint planning, backlog grooming, daily stand-ups, and retrospectives
• Clarify requirements and priorities for the scrum team
• Lead UAT planning/execution to validate Service Console configurations, routing logic, knowledge integration, and AI agent capabilities
• Measure, Learn & Improve
• Track performance (agent workload, case resolution times, customer satisfaction)
• Gather feedback, run demos, iterate roadmap to maximize value to service teams and customers

Preferred Qualifications

Salesforce certifications (Service Cloud Consultant, Administrator, Platform App Builder) a strong plus