Zensar Technologies
Senior Salesforce Service Cloud Product Owner - Marken
Zensar Technologies, Durham, North Carolina, United States, 27703
Job Description
Why Zensar?
We're a bunch of hardworking, fun-loving, people-oriented technology enthusiasts. We love what we do, and we're passionate about helping our clients thrive in an increasingly complex digital world. Zensar is an organization focused on building relationships, with our clients and with each other-and happiness is at the core of everything we do. In fact, we're so into happiness that we've created a Global Happiness Council, and we send out a Happiness Survey to our employees each year. We've learned that employee happiness requires more than a competitive paycheck, and our employee value proposition-grow, own, achieve, learn (GOAL)-lays out the core opportunities we seek to foster for every employee. Teamwork and collaboration are critical to Zensar's mission and success, and our teams work on a diverse and challenging mix of technologies across a broad industry spectrum. These industries include banking and financial services, high-tech and manufacturing, healthcare, insurance, retail, and consumer services. Our employees enjoy flexible work arrangements and a competitive benefits package, including medical, dental, vision, 401(k), among other benefits. If you are looking for a place to have an immediate impact, to grow and contribute, where we work hard, play hard, and support each other, consider joining team Zensar!
You might really grab our attention if you have:
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 Minimum Requirements
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 Salesforce certifications (Service Cloud Consultant, Administrator, Platform App Builder) a strong plus Excellent communicator, adept at aligning stakeholders and leading cross-functional initiatives Education
Bachelor's degree in Business, Information Systems, Computer Science, or equivalent experience
Bonus Qualifications
Experience in regulated logistics or life sciences environments (GxP, clinical, cold-chain) Familiarity with data warehousing, dimensional modeling, and platform integration Proficiency using UX and reporting tools (Salesforce Reports/Dashboards, Tableau) Experience with Salesforce platform extensions: Einstein/Agentforce, Slack integration, digital engagement
Zensar believes that diversity of backgrounds, thought, experience, and expertise fosters the robust exchange of ideas that enables the highest quality collaboration and work product. Zensar is an equal opportunity employer. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. Zensar is committed to providing veteran employment opportunities to our service men and women. Zensar is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.
All candidates must present valid authorization to commence new employment in the U.S. for Zensar.
Candidates who are currently employed by a client or vendor of Zensar may be ineligible for consideration.
Zensar values your privacy. We'll use your data in accordance with our privacy statement located at: https://zensar.com/privacy-notice.
Why Zensar?
We're a bunch of hardworking, fun-loving, people-oriented technology enthusiasts. We love what we do, and we're passionate about helping our clients thrive in an increasingly complex digital world. Zensar is an organization focused on building relationships, with our clients and with each other-and happiness is at the core of everything we do. In fact, we're so into happiness that we've created a Global Happiness Council, and we send out a Happiness Survey to our employees each year. We've learned that employee happiness requires more than a competitive paycheck, and our employee value proposition-grow, own, achieve, learn (GOAL)-lays out the core opportunities we seek to foster for every employee. Teamwork and collaboration are critical to Zensar's mission and success, and our teams work on a diverse and challenging mix of technologies across a broad industry spectrum. These industries include banking and financial services, high-tech and manufacturing, healthcare, insurance, retail, and consumer services. Our employees enjoy flexible work arrangements and a competitive benefits package, including medical, dental, vision, 401(k), among other benefits. If you are looking for a place to have an immediate impact, to grow and contribute, where we work hard, play hard, and support each other, consider joining team Zensar!
You might really grab our attention if you have:
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 Minimum Requirements
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 Salesforce certifications (Service Cloud Consultant, Administrator, Platform App Builder) a strong plus Excellent communicator, adept at aligning stakeholders and leading cross-functional initiatives Education
Bachelor's degree in Business, Information Systems, Computer Science, or equivalent experience
Bonus Qualifications
Experience in regulated logistics or life sciences environments (GxP, clinical, cold-chain) Familiarity with data warehousing, dimensional modeling, and platform integration Proficiency using UX and reporting tools (Salesforce Reports/Dashboards, Tableau) Experience with Salesforce platform extensions: Einstein/Agentforce, Slack integration, digital engagement
Zensar believes that diversity of backgrounds, thought, experience, and expertise fosters the robust exchange of ideas that enables the highest quality collaboration and work product. Zensar is an equal opportunity employer. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. Zensar is committed to providing veteran employment opportunities to our service men and women. Zensar is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.
All candidates must present valid authorization to commence new employment in the U.S. for Zensar.
Candidates who are currently employed by a client or vendor of Zensar may be ineligible for consideration.
Zensar values your privacy. We'll use your data in accordance with our privacy statement located at: https://zensar.com/privacy-notice.