Salesforce Product Manager Service Cloud exp

Function

% of Time

Notes

Backlog Management & Governance

30%

• Own and maintain the EI Enhancement backlog
• Facilitate stack-rank sessions across multiple departments
• Ensure top items are ready (clear scope and dependencies)
• Maintain governance discipline due to heavily customized SF instance
• Sending Meeting Minutes with Action Items and Owner
• Document key decisions
• Act as First Point of Contact for EI regarding any issues / requirements / timeline

Business Analysis & Requirements Gathering

25%

• Engage Customer Support, Clinical Success, QARA and stakeholders to capture needs
• Translate requests into detailed user stories and acceptance criteria
• Reduce rework by clarifying edge cases early

Roadmap Definition

15%

• Primary liaison with SF Engineering to ensure enhancements align with EI goals/objectives
• Keep work aligned to broader Optum SF and EI direction

Collaboration & UAT Coordination

25%

• Partner with the Service Cloud Product Owner to convert requirements into software requirement specifications
• Manage competing priorities by setting clear EI prioritization
• UAT Coordination and Ownership for EI on Enhancements and Projects

Knowledge Transfer & Documentation

5%

• Document processes, configurations, decisions, and rationale behind priorities.
• Develop KT package