Senior Salesforce Service Cloud Product Owner

Overview

Accepts corp to corp applications
Contract - W2
Contract - Independent

Skills

agile
service cloud
Omni-Channel
KPI tracking

Job Details

Job Title: Senior Salesforce Service Cloud Product Owner
Location: Durham, NC (Hybrid)

Duration: Long Term

Job Description:

Key Responsibilities

Own the Vision & Roadmap

  • Define and evolve a strategic multi-year roadmap for Service Cloud focused on case management, agent enablement, and AI-driven service.
  • Prioritize backlog based on business impact, SLAs, user feedback, and service KPIs (e.g., time-to-resolution, agent productivity).

Feature Strategy & Prioritization

  • Lead cross-functional discovery sessions with Clinical, Operations, Customer Service, and IT teams.
  • Translate business needs into clear user stories with acceptance criteria.
  • Collaborate with architects and developers on feature scoping, integrations (e.g., Omni-Channel, Knowledge, Slack), and delivery sequencing.

Adoption & Experience Optimization

  • Monitor platform usage metrics: case volumes, agent activity, and self-service uptake.
  • Drive user adoption through training, change management, and UI/UX enhancements.
  • Identify friction points and lead continuous improvement initiatives.

Launch Planning & Execution

  • Manage go-to-market efforts for new features: pilot coordination, training, communication, and stakeholder readiness.
  • Oversee phased rollouts and ensure alignment with SLAs, support processes, and compliance standards.

Agile Product Ownership

  • Actively participate in Agile ceremonies: sprint planning, daily stand-ups, backlog grooming, and retrospectives.
  • Prioritize and clarify requirements for scrum teams; manage UAT cycles to validate configurations and AI/automation features.

Performance Monitoring & Continuous Improvement

  • Track service metrics such as case resolution times, agent workload, and CSAT.
  • Conduct retrospectives, gather feedback, and iteratively refine roadmap to maximize value for stakeholders.

Minimum Qualifications

  • 7+ years of experience as a Product Owner or Product Manager in enterprise environments.
  • 7+ years of hands-on experience with Salesforce Service Cloud including Case Management, Omni-Channel, Knowledge, and AI capabilities.
  • Proven experience owning Service Cloud roadmaps, leading feature development, and driving adoption at scale.
  • Strong Agile delivery experience; proficiency with tools like JIRA and Confluence.
  • Metrics-driven mindset; expertise in KPI tracking and user behavior analytics.
  • Salesforce Certifications preferred: Service Cloud Consultant, Administrator, or Platform App Builder.
  • Excellent communication and stakeholder management skills.

Education

Bachelor's degree in Business, Information Systems, Computer Science, or related field; or equivalent professional experience.

Bonus Qualifications

  • Experience in regulated logistics or life sciences industries (e.g., GxP, clinical trials, cold-chain logistics).
  • Familiarity with data warehousing, dimensional modeling, and platform integration.
  • Experience using UX and reporting tools (e.g., Salesforce Dashboards, Tableau).
  • Exposure to Salesforce extensions: Einstein/Agentforce, Slack integration, Digital Engagement.
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