Natera's Service Transformation Team needs to create and execute a strategic vision, roadmap, and operational excellence for their Salesforce Service Cloud implementation to optimize case management, routing, and agent productivity across multiple service lines and business units.
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
- 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.
- Salesforce certifications (e.g., Service Cloud Consultant, Administrator) and experience with Lightning Experience or Omni-Channel Routing.
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.
Other
- 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.
- Experience in healthcare, biotech, or other regulated industries with high operational complexity.
- Remote USA
