Xtagservices
Senior Salesforce Service Cloud Product Owner
Xtagservices, Durham, North Carolina, United States, 27703
Senior Salesforce Service Cloud Product Owner
Senior Salesforce Service Cloud Product Owner
10+ year General Shift 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) Strategize on Features & Prioritization 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 Drive Adoption & UX Optimization 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 Launch & Rollout Leadership 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 Enable Agile Delivery 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 Measure, Learn & Improve 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 Excellent communicator, adept at aligning stakeholders and leading cross-functional initiatives Apply For This Job
Resume/CV Upload Your Resume Accepted file types: .pdf, .doc, .docx Processing your request, please wait... We specialize in harnessing the power of Salesforce to drive your business success. From implementation and customization to integration and support, we deliver tailored solutions for sales, service, marketing,andmore. #J-18808-Ljbffr
Senior Salesforce Service Cloud Product Owner
10+ year General Shift 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) Strategize on Features & Prioritization 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 Drive Adoption & UX Optimization 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 Launch & Rollout Leadership 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 Enable Agile Delivery 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 Measure, Learn & Improve 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 Excellent communicator, adept at aligning stakeholders and leading cross-functional initiatives Apply For This Job
Resume/CV Upload Your Resume Accepted file types: .pdf, .doc, .docx Processing your request, please wait... We specialize in harnessing the power of Salesforce to drive your business success. From implementation and customization to integration and support, we deliver tailored solutions for sales, service, marketing,andmore. #J-18808-Ljbffr