Senior Product Manager, Omnichannel & Commercial Strategy – Service Cloud

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Service Cloud is the world’s number one customer service application and a rapidly growing business at Salesforce, helping organizations deliver customer service and support via chat, email, SMS, voice, and social channels.

Our team is looking for a Senior Product Manager to guide the global expansion, commercial strategy, and compliance of our omnichannel capabilities. This is a cross-functional role that sits at the intersection of product, pricing, telecom operations, and compliance.

In this role, the Sr. Product Manager will:

1. Drive Commercial Strategy: Guide the pricing and packaging strategy for our omnichannel offerings, helping define SKU licensing and metering structures.

2. Execute Go-to-Market: Help manage new product and SKU launches through the New Product Introduction (NPI) process, collaborating with Revenue Recognition, Commercial Legal, and Sales Ops.

3. Manage Supplier Operations: Partner with the Sourcing team to help manage telecom carrier relationships, assist with telecom budgets, and handle PO/invoice approvals.

4. Support BYOC & Global Expansion: Help maintain the country rollout plan for Bring Your Own Carrier (BYOC) and international resell, aligning compliance and voice infrastructure dependencies.

5. Ensure Global Compliance: Work closely with external vendors, Product Legal, and compliance teams to help establish regulatory filings and ensure geographical coverage for voice, SMS, and social channels.

6. Enable the Field: Collaborate with marketing and sales teams to educate the field on commercial packaging, compliance requirements, and regulatory needs.

This role calls for a proactive leader capable of driving multi-stakeholder projects. Ideally, you have a track record of driving new product capabilities from initial concept to successful delivery and market adoption. Product managers who thrive in a fast-paced, collaborative environment should apply.

Responsibilities:

• Guide the Commercial Vision: Help drive the pricing, packaging, and global expansion strategy for our omnichannel capabilities, ensuring alignment with the overall product and company vision.

• Understand the Domain: Develop expertise in telecom routing, BYOC trends, and SaaS pricing models.

• Align Stakeholders: Work to align stakeholders (Engineering, Finance, Legal, Sales) so everyone understands the commercial and compliance direction of the product.

• Represent the Customer: Be the champion and voice of customers. Build relationships and bring the customer's voice into the creation of requirements, specifications, and release plans.

• Collaborate Across Teams: Product Managers play a role in creating alignment. You will work with UX, Engineering, Pricing & Packaging, Legal, and Sourcing teams. A collaborative attitude is essential.

• Communicate Clearly: Coordinate product release communications and define expectations for engineering teams. Work closely with Product Marketing Managers to ensure a cohesive message.

• Represent Salesforce: Serve as a domain and product expert at customer interactions and industry events.

Experience/Skills Required

• 5+ years of product management experience (or relevant experience), ideally with exposure to SaaS pricing, packaging, or commercialization.

• Familiarity with telephony routing, SMS, or Bring Your Own Carrier (BYOC) models.

• Ability to navigate internal operational processes and launch new products/SKUs.

• Experience or willingness to learn about managing vendor budgets, tracking Cost of Goods Sold (COGS), and tele