Principal Product Owner Salesforce Knowledge & Agentic AI

Our Mission

Our mission is to SAVE AND IMPROVE LIVES BY EMPOWERING HEALTHCARE CONSUMERS. Come be part of remarkable.

Overview

How you can make a difference

 

We are seeking a strategic and forward-thinking Principal Product Owner to lead the evolution of our Salesforce Knowledge platform and its connected ecosystem, including Knowledge experience, chat and support integrations, and Agentic AI initiatives. This role is critical in empowering our members and client teams with intelligent, seamless support experiences rooted in high-quality, accessible knowledge.

 

As a Principal Product Owner, you will play a key role in HealthEquity’s digital transformation, owning the roadmap and strategy for Agentic AI within our CRM ecosystem. These solutions will need to scale across our Service Cloud, Sales Cloud, Data Cloud, SFMC, chat interfaces, custom platforms, and emerging AI technologies. You will collaborate with stakeholders across Servicing teams, Operations, Product & Technology, IT, Innovation, and Security to ensure our solutions are human-centered, secure, and impactful.

 

What you’ll be doing

• Define and execute the strategic roadmap for Salesforce Knowledge, ensuring alignment with HealthEquity’s service excellence and automation goals.
• Drive cross-platform integration of Knowledge with chat support, agent workflows, and self-service channels, enabling accurate and timely resolution for members and clients.
• Lead the design and delivery of Agentic AI capabilities, including knowledge summarization, generative article suggestions, AI-powered search, and smart assistant features.
• Partner closely with Engineering, AI Governance, Compliance, and Security teams to develop scalable, compliant, and privacy-conscious AI solutions.
• Develop and manage a robust backlog of user stories and epics; ensure delivery teams are equipped with well-defined requirements and business context.
• Serve as the subject matter expert for Salesforce Knowledge and related ecosystems, advocating for best practices in content lifecycle management and knowledge-centered service (KCS).
• Collaborate with change enablement and training teams to drive adoption and successful rollout of new features to front-line teams.
• Create and present business cases for proposed solutions and investments to leadership to ensure product goals align with business objectives.
• Tracking success against benefits realizations defined in business cases, be accountable for realized results.
• Monitor product performance and user feedback, using data to drive continuous improvement and measurable business outcomes.
• Create and validate use cases and jobs to be done for various user bases (including both internal and external end users).
• Conventionalize solutions into visual diagrams and E2E experience maps.
• Regularly report out on progress, risks, roadblocks, and paths forward in partnership with any assigned PMO resources.

What you will need to be successful

• 5+ years of experience in digital product ownership or product management, preferably within a regulated or service-driven industry.
• 3+ years of experience managing Salesforce Knowledge, Service Cloud, or CRM platforms in a product capacity.
• Experience leading AI/ML or conversational AI initiatives, especially those integrated within enterprise support platforms.
• Knowledge of Knowledge-Centered Support (KCS) methodologies.
• Experiencing driving complex integrations across multiple platforms.
• Strong technical fluency, with the ability to translate complex requirements across business and engineering audiences.
• Passion for simplifying complex service experiences with a human-first approach.
• Excellent communication, leadership, and stakeholder engagement skills.
• A mindset grounded in accountability, innovation, and collaboration.
• Prior experience in the healthcare, benefits, or financial services industries.
• Familiarity with AI governance and ethical frameworks in digital product design.
• Bachelor’s degree in Business, Computer Science, Information Systems, or related field.

#LI-Remote

This is a remote position.

Salary Range

$127000.00 To $165,000.00 / year

Benefits & Perks

The actual compensation offer is determined based on job-related knowledge, education, skills, experience, and work location. This position will be eligible for performance-based incentives and restricted stock units as part of the total compensation package, in addition to a full range of benefits including:  

• Medical, dental, and vision 

• HSA contribution and match