SR Salesforce ServiceCloud Product Owner

About the Role

We are seeking an experienced Senior Product Owner with deep Salesforce Service Cloud and Experience Cloud expertise to define the strategy, roadmap, and delivery of our Salesforce platforms. This role requires someone who has led multiple Service Cloud and Experience Cloud portal implementations, established best practices across organizations, and has the ability to partner closely with business and technical teams to drive measurable outcomes.

Key Responsibilities

Define, prioritize, and maintain the product roadmap for Salesforce Service Cloud and Experience Cloud portals.

Partner with business stakeholders, customer service leaders, and IT to gather requirements and deliver scalable Salesforce solutions.

Write and manage user stories, acceptance criteria, and product requirements in alignment with Agile best practices.

Establish Service Cloud and Experience Cloud best practices, leveraging expertise across multiple Salesforce orgs.

Oversee and enhance Service Cloud features: Case Management, Omni-Channel Routing, Service Console, Entitlements, CTI integrations, Knowledge Base, and Automation tools.

Support portal design and management in Experience Cloud, ensuring exceptional customer self-service experiences.

Collaborate with Salesforce Admins, Architects, and Developers to design scalable and compliant solutions.

Coordinate integration efforts, including phone systems (e.g., Talkdesk) and knowledge management tools (e.g., Salesforce Knowledge, Right Answers).

Conduct backlog grooming, sprint planning, and prioritization sessions to ensure business value delivery.

Monitor adoption, user feedback, and KPIs to continuously improve solutions.

Mandatory Qualifications

8+ years of experience as a Salesforce Product Owner, with significant expertise in Service Cloud and Experience Cloud portals.

Strong hands-on knowledge of all standard configurations in Service Cloud and Experience Cloud.

Proven experience establishing best practices across multiple Salesforce orgs.

Solid understanding of phone system integrations (e.g., Talkdesk) and knowledge base integrations (Salesforce Knowledge, Right Answers, or similar).

Strong collaboration skills with the ability to engage effectively with technical and non-technical stakeholders.

Experience working in Agile/Scrum environments with backlog ownership.

Preferred Qualifications

Salesforce certifications: Service Cloud Consultant, Experience Cloud Consultant, Administrator, or Advanced Administrator.

Experience with customer support operations or contact center environments.

Bachelors degree in Business, Information Systems, or related field.