Product Owner, Salesforce Services

Summary

Delivers value to Business and BT stakeholders through the planning, execution, and delivery of high-quality design and implementations by leading and mentoring an agile product team. This role is instrumental in transforming service areas by leveraging Salesforce expertise, automation, AI-driven capabilities, and intelligent workflows to improve efficiency, scalability, and customer experience.

The Product Owner will develop and lead a team focused on Salesforce Service Cloud and emerging technologies, ensuring the right mix of skills and deliverables to meet evolving business needs. This role oversees and takes accountability for the team's actions, providing day-to-day hands-on direction and strategic guidance. The Product Owner will also engage directly with business stakeholders to ensure the delivery of a high-quality, robust, and scalable product on a regular basis.

Responsibilities

• Owns the development and delivery of a software product in line with business needs
• Owns and drives key business relationships for the product
• Researches and analyzes industry trends and benchmarking information as they apply to product
• Creates & maintains an executable backlog of product requirements
• Understands, defines, and communicates prioritization of product requirements with a mind toward business value and tradeoffs
• Ensure user stories and acceptance criteria are clearly defined and aligned with business requirements and sprint goals.
• Adapt quickly to evolving requirements, shifting priorities, and emerging technologies to maintain momentum and deliver continuous value.
• Participates actively in daily stand-ups, sprint planning meetings, sprint reviews and retrospectives to drive team alignment on product vision and value delivery
• Weighs business risks, issues, & impediments being experienced by the product team & actively assists with issue resolution
• Inspects product progress throughout the sprint and is empowered to make critical decisions and accept work completed by the team
• Supports product team members as they engage with stakeholders, build a backlog, and deliver work
• Maintains an analytical perspective during a crisis and supports crisis resolution.
• Holds self and others accountable for measurable high-quality, timely, and cost-effective results.
• Owns people management responsibilities for team of analysts and software engineers.
• Take ownership of product delivery and team performance, ensuring alignment with business goals and stakeholder expectations.
• Track KPIs and user feedback to continuously improve platform performance and customer satisfaction.
• Ensures team level decisions align with priorities and strategic agenda for project/product.
• Leverages budget and other financial information to support staffing and business planning efforts.
• Identifies risks and their potential outcomes and proposes possible solutions to meet business objectives.
• Fosters an inclusive workplace where diversity and individual differences are valued.
• Participate in process analysis to determine areas of improvement using Lean and Agile methodologies.
• Presents results and/or demos with appropriate complexity for different audiences.

Mandatory Experience

• Bachelor's degree or equivalent
• 5-8 years experience as a Product Owner, Product Manager or Business Analyst with 3+ years of experience in an agile environment
• Strong understanding of Scrum, Lean, XP, Kanban and other agile development frameworks
• Proven experience managing design and delivery of low-to-medium complexity products
• Deep functional and technical knowledge of Salesforce Service Cloud, with proven experience delivering scalable solutions

Preferred Experience:

• Salesforce certifications (e.g., Salesforce Administrator, Service Cloud Consultant).
• Experience with third-party tools and integrations (e.g., CTI, telephony, knowledge bases, other cloud technologies).
• Familiarity with JIRA, Confluence, or other product management tools.
• Prior experience in a contact center, customer support, or CRM-heavy organization.

Competencies

• Strong product management skills with deep understanding of product vision and overall product lifecycle
• Demonstrated leadership and people management skills and ability to make decisions and set clear priorities
• Proven ability to recognize value and manage investments to maximize value delivered
• Strong stakeholder management and negotiation skills