Natera

Senior Product Manager, Service Cloud

Natera

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Salary

💰 $120,100 - $150,100 per year

Job Level

Senior

Tech Stack

CloudRPA

About the role

  • The Service Transformation Team at Natera owns the core digital infrastructure that enables scalable, efficient service operations across the enterprise. As part of this team, the Senior Product Manager, Salesforce Service Cloud will be responsible for the creating and executing the strategic vision, roadmap, and operational excellence of Natera’s Salesforce Service Cloud implementation.\n
  • This role leads platform development, optimizing case management, routing, and agent productivity across multiple service lines and business units, including patient, billing, and clinical services. You’ll work closely with a Service Cloud engineering team, design, product, and operations to drive integrations, workflow standardization, and automation across systems. Preferably, you’ve also implemented either Einstein or third-party AI solutions into Service Cloud.\n
  • If you’re passionate about building scalable, impactful systems, have deep knowledge of Salesforce Service Cloud, and thrive in high-ownership, cross-functional environments—this role is for you.\n
  • Primary Responsibilities: Own the end-to-end product lifecycle for Salesforce Service Cloud, including roadmap definition, prioritization, execution, and delivery of platform capabilities.\n
  • Lead configuration, workflow automation, and integration efforts to improve agent experience and streamline operations across service functions.\n
  • Collaborate with partner PMs to build seamless handoffs between Service Cloud and other platforms (e.g., AI/ML pipelines, document ingestion systems).\n
  • Define and standardize platform metadata, fields, and processes to enable robust analytics and unlock AI-driven opportunities.\n
  • Drive RPA (Robotic Process Automation) initiatives that reduce manual effort and accelerate resolution times.\n
  • Work closely with engineering, QA, and operations to ensure scalable and high-quality delivery of Salesforce features and updates.\n
  • Champion user needs and partner feedback to inform backlog and platform design decisions.

Requirements

  • 5+ years of experience in product management, with 3+ years focused on Salesforce Service Cloud as a platform owner or equivalent role.\n
  • Hands-on experience leading Salesforce Service Cloud deployments or enhancements at scale, ideally involving: 2000+ service agents; Complex case routing, queue management, and workflow automation; Integration with 3rd-party tools and/or internal data pipelines.\n
  • Demonstrated expertise in platform configuration, process design, and user enablement across a diverse stakeholder base.\n
  • Proven track record of driving cross-functional initiatives and delivering measurable business outcomes (e.g., reduction in turn-around time, quantified increases in agent productivity).\n
  • Excellent collaboration and communication skills across technical and non-technical teams.\n
  • Strong analytical and problem-solving skills; experience using data to guide prioritization and product decisions.\n
  • Preferred: Experience in healthcare, biotech, or other regulated industries with high operational complexity.\n
  • Preferred: Salesforce certifications (e.g., Service Cloud Consultant, Administrator) and experience with Lightning Experience or Omni-Channel Routing.