Salesforce Service Cloud Product Owner
3 days ago
Hi Team,
Please support for the mention below role.
Salesforce Service Cloud Product Owner
Raleigh Tech Park, NC. (work at office Mon-Fri)
Duration: 1 Year
Client Rate:- $70/hr.
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)
- 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
- 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
- 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
- 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
- Track performance (agent workload, case resolution times, customer satisfaction)
- Gather feedback, run demos, iterate roadmap to maximize value to service teams and customers
- 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
- 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
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