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Senior Salesforce Service Cloud Product Owner
Location: 100% Remote
Type: Long term
Job Description:
The 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.
What You’ll Do
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
Education
Bachelor’s degree in Business, Information Systems, Computer Science, or equivalent experience
Bonus Qualifications
Experience in regulated logistics or life sciences environments (GxP, clinical, cold-chain)
Familiarity with data warehousing, dimensional modeling, and platform integration
Proficiency using UX and reporting tools (Salesforce Reports/Dashboards, Tableau)
Experience with Salesforce platform extensions: Einstein/Agentforce, Slack integration, digital engagement
To apply for this job email your details to harman@hmgamerica.com