Overview
Location
San Jose, CA / USA
Experience
Senior (10+ years)
Position
Full-time, Contract - Corp-to-Corp
Workplace
Remote
Education
Compensation
DOE
Skills
Dashboard Building & Reporting
Job Description
Job Description
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