The company is seeking to define the strategy, roadmap, and delivery of their Salesforce platforms, specifically Service Cloud and Experience Cloud, to drive measurable outcomes.
Requirements
- 8+ years of experience as a Salesforce Product Owner, with significant expertise in Service Cloud and Experience Cloud portals.
- Strong hands-on knowledge of all standard configurations in Service Cloud and Experience Cloud.
- Proven experience establishing best practices across multiple Salesforce orgs.
- Solid understanding of phone system integrations (e.g., Talkdesk) and knowledge base integrations (Salesforce Knowledge, Right Answers, or similar).
- Experience working in Agile/Scrum environments with backlog ownership.
- Salesforce certifications: Service Cloud Consultant, Experience Cloud Consultant, Administrator, or Advanced Administrator
- Experience with customer support operations or contact center environments
Responsibilities
- Define, prioritize, and maintain the product roadmap for Salesforce Service Cloud and Experience Cloud portals.
- Write and manage user stories, acceptance criteria, and product requirements in alignment with Agile best practices.
- Establish Service Cloud and Experience Cloud best practices, leveraging expertise across multiple Salesforce orgs.
- Oversee and enhance Service Cloud features: Case Management, Omni-Channel Routing, Service Console, Entitlements, CTI integrations, Knowledge Base, and Automation tools.
- Support portal design and management in Experience Cloud, ensuring exceptional customer self-service experiences.
- Collaborate with Salesforce Admins, Architects, and Developers to design scalable and compliant solutions.
- Coordinate integration efforts, including phone systems (e.g., Talkdesk) and knowledge management tools (e.g., Salesforce Knowledge, Right Answers)
Other
- Bachelors degree in Business, Information Systems, or related field.
- Strong collaboration skills with the ability to engage effectively with technical and non-technical stakeholders.
- Partner with business stakeholders, customer service leaders, and IT to gather requirements and deliver scalable Salesforce solutions.
- Conduct backlog grooming, sprint planning, and prioritization sessions to ensure business value delivery.
- Monitor adoption, user feedback, and KPIs to continuously improve solutions
