Senior Salesforce Service Cloud Product Owner

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

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