Offer summary

Qualifications:

7+ years of experience in Product Ownership or Product Management within enterprise platforms., Hands-on experience with Salesforce Service Cloud components such as Case Management, Service Console, Omni-Channel, Knowledge, and AI., Proven track record in managing Service Cloud roadmaps, backlogs, and feature delivery., Deep understanding of Agile methodologies and tools like JIRA and Confluence..

Key responsibilities:

Own and develop the Service Cloud vision and multi-year roadmap.

Define and prioritize features based on business value, SLAs, and agent feedback.

Lead release planning, stakeholder communication, and training for smooth rollouts.

Participate actively in Agile ceremonies and oversee UAT to ensure quality and alignment.

Job description

Job Role: Senior Salesforce Service Cloud Product Owner
Location: U.S. Remote

Job Type: Long-term

Job Description:
Salesforce Service Cloud system is the backbone of our client case and support workflows. From managing service requests and incidents to empowering agents with AI-driven insights, this platform is essential to our customer operations. We’re looking for a seasoned Senior Service Cloud Product Owner to champion roadmap development, adoption, metrics, feature delivery, rollout, and governance.

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

Required profile