Senior Service Cloud Product Owner
Included Health
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $114,330 - $193,232 per year
Job Level
Senior
Tech Stack
AzureCloud
About the role
- Define and maintain the Service Cloud and Experience Cloud product roadmap, aligning it with overall goals and customer service strategy.
- Work with stakeholders to understand pain points, gather detailed requirements for new features and enhancements, and prioritize the backlog based on value and technical feasibility.
- Translate requirements into clear, concise user stories and acceptance criteria. Collaborate with solution architects and developers to design scalable and effective solutions within Service Cloud and Experience Cloud.
- Guide the continuous improvement of case management processes, using Service Cloud features like omni-channel routing, entitlements, service level agreements (SLAs), and workflow automation to enhance efficiency and effectiveness.
- Lead the optimization of our Experience Cloud sites, focusing on self-service portals, knowledge bases, and community features to improve client user engagement and reduce ticket volume.
- Oversee the entire product lifecycle from ideation to deployment. Participate in user acceptance testing (UAT) to ensure delivered solutions meet business needs and quality standards.
- Act as the primary contact for Service Cloud and Experience Cloud projects, providing regular updates to stakeholders and managing expectations.
- Stay up to date with new Salesforce features, industry best practices, and latest trends in customer service and self-service technologies to identify opportunities for innovation.
Requirements
- Bachelor's degree in Business, Information Systems, Computer Science, or equivalent practical experience.
- 5+ years of progressive experience as a Product Owner or Business Analyst specifically with Salesforce Service Cloud.
- Demonstrated experience designing and optimizing case management processes.
- Proven experience with Salesforce Experience Cloud (formerly Community Cloud), including setup, configuration, and enhancement of customer or member portals.
- Deep understanding and practical application of Salesforce Service Cloud capabilities, including Case Management, Omni-Channel, Knowledge, Live Agent/Chat, and Service Console.
- Experience with Salesforce Experience Cloud features, including site creation, audience targeting, user profiles, permissions, and custom components.
- Familiarity with Salesforce declarative configuration (Flow, Process Builder, Validation Rules, Workflows).
- Understanding of Salesforce data model, security model, and reporting capabilities.
- Work with development teams, providing clear requirements and participating in technical discussions.
- Experience with Agile/Scrum methodologies and tools (e.g., Jira, Azure DevOps).
- A customer-centric mindset with a passion for delivering exceptional user experiences.
Benefits
- Remote-first culture
- 401(k) savings plan through Fidelity
- Comprehensive medical, vision, and dental coverage through multiple medical plan options (including disability insurance)
- Paid Time Off ("PTO") and Discretionary Time Off ("DTO")
- 12 weeks of 100% Paid Parental leave
- Family Building & Compassionate Leave: Fertility coverage, $25,000 for surrogacy/adoption, and paid leave for failed treatments, adoption or pregnancies.
- Work-From-Home reimbursement to support team collaboration home office work
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Salesforce Service CloudSalesforce Experience Cloudcase managementomni-channel routingworkflow automationSalesforce declarative configurationFlowProcess BuilderValidation RulesAgile/Scrum methodologies
Soft skills
customer-centric mindsetcollaborationstakeholder managementcommunicationproblem-solvingprioritizationuser experience focusleadershipadaptabilityinnovation