Service Cloud Product Owner

Included Health is looking for a motivated and experienced Service Cloud Product Owner to lead the evolution of our Service Cloud and Experience Cloud platforms. This role is crucial in optimizing our case management processes and enhancing our customer and member experience, ensuring our platforms empower our support teams and delight our users.
You possess a deep understanding of Salesforce Service Cloud, including case management, knowledge, and service console functionalities, coupled with a solid background in Experience Cloud for delivering seamless self-service and community experiences. You'll help translate our needs into technical solutions, driving continuous improvement, and ensuring our service platforms are scalable, efficient, and user-centric.
You will collaborate with client success operations, client onboarding, product engineering, and other teams to deliver features that enhance our service capabilities. This is a remote role reporting to the Manager, CRM Technology.

Responsibilities:

• Product Strategy & Roadmap: Define and maintain the Service Cloud and Experience Cloud product roadmap, aligning it with overall goals and customer service strategy.
• Requirements Gathering & Prioritization: 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.
• Solution Design & Oversight: 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.
• Case Management Optimization: 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.
• Experience Cloud Enhancement: 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.
• Feature Delivery & Testing: 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.
• Communication: Act as the primary contact for Service Cloud and Experience Cloud projects, providing regular updates to stakeholders and managing expectations.
• Market & Technology Trends: 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.

Qualifications:

• 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.

Physical/Cognitive Requirements:

• Capability to remain seated in a stationary position for prolonged periods.
• Eye-hand coordination and manual dexterity to operate keyboard, computer and other office-related equipment.
• Capability to work with leadership, employees, and members in an appropriate manner.

Pay:
The United States new hire base salary target ranges for this full-time position are:
Zone A: $114,330 - $148,640 + equity + benefitsZone B: $125,763 - $163,504 + equity + benefitsZone C: $137,196 - $178,368 + equity + benefitsZone D: $148,629 - $193,232 + equity + benefits
This range reflects the minimum and maximum target for new hire salaries for candid