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
