Description

Qualifications

  • 9+ years of salesforce service cloud product management with experience creating strategic product roadmaps and working with cross-functional teams in a highly matrixed environment, or relevant experience in a technological function
  • Minimum 3+ years of leadership and /or influencing experience
  • Experience building and launching products from ideation through launch and revision.
  • Strong knowledge and experience in agile methodologies, experience working with multiple scrum teams on simultaneous builds
  • Strong experience driving and iterating salesforce products and highly technically integrated environments
  • Bachelor's Degree, Salesforce Service Cloud expertise & certification

Experience:

  • Excellent communication skills, both verbal and written, along with the ability to influence and demonstrate confidence in communications with senior level management.
  • Positive and flexible attitude to enable adjusting to different needs in an ever-changing environment.
  • Strong leadership, organizational and interpersonal skills; comfortable managing trade-offs.
  • Proactively drives impact and engagement while bringing others along.
  • Ability to lead others without direct authority.

 

Key Accountabilities

 

Product Design and Development

  • Support strategy and development of the CX salesforce service cloud product and account for overall product success
  • Collaborate with CX Product Business owner and technical teams to inform product strategy, design, and roadmap
  • Serve as a subject matter expert on our current/planned CX products and the custom implementation of SFSC
  • Collaborate with technical teams to inform product strategy, design, user stories and roadmap
  • Surface blockers and provide recommendations based on trade-offs to optimize user experience (including reps & consumers), time-to-market, and to clearly communicate goals, roles, responsibilities, and desired outcomes to internal stakeholders and remote teams
  • Leads Salesforce solution design & wireframing to guide team and receive sign-off from business
  • Manages and monitors Salesforce native release schedule and provides guidance to Capability owner on new features to adopt

 

Product Definition and Capability Release

  • Facilitate meetings with cross-functional business and technical teams to gather product requirements and business use cases
  • Work with business owners to prioritize user stories, engineering for technical feasibility and delivery for capacity planning to ensure each sprint runs smoothly
  • Ensure there is a backlog of features and stories for supporting S&T chapter teams to deliver against (where appropriate – balancing the need to advance the product with the ability for daily users to accept change)
  • Work with the capability owner to design change management plans that will inform roll-out cadence and success planning
  • Partners with CX Capability owner on user stories and provide research where requested to further define what is possible.
  • Creates features and user stories within ADO to appropriately manage the development and release process.
  • Lead work between SF dev team & S&T product teams on best practices
  • Manages dedicated tester to capture acceptance criteria and run testing + coordinate UAT with CX Lead
  • Conducts deployment monitoring & verification

 

Accountable for Success of Data Products & Growth

  • Participate in ongoing relationships with DPA & CX leadership as well as technical and business teams
  • Manage CX product life cycle from, planning, execution, and maintenance
  • Iterate on products, leveraging learnings from prior product builds to inform overall ideation
  • Management and documentation of release changes to the overall SFSC wiki to maintain consistency
  • Draft release note write-ups and communication for CX capability to share with relevant end users

Key Skills
Education

Any Graduate

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