Overview
Accepts corp to corp applications
Contract - Independent
Contract - W2
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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