Senior IT Product Manager - Service Cloud

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About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

This is an exciting opportunity for a role in Salesforce’s Digital Enterprise Technology team to drive a product portfolio and team supporting the applications of our Customer Success organization. It is the primary contact center in Salesforce tasked with solving our customers' issues from simple administrative problems to complex support issues requiring engagement by our R&D teams. The Sr. Product Manager will lead building and designing applications for Support Engineers  through project initiation, execution, and deployment. The products include managing Salesforce’s own internal Service Cloud instance,Omni channel experience for Support Engineers (including phone, chat, sms), Case Handling applications and upcoming Workforce Management (WFM) system capabilities.

This product leadership role is also responsible for portfolio roadmaps, influencing the balance of scope-budget-timelines, strategic planning and staffing, and demonstrating agile expertise with functional-technical-operational processes are some of the other key capabilities for this role. Inspire delivery partners and stakeholders with an amiable aloha attitude, succinct storytelling, passionate pursuit of project performance, and a communal consciousness. Are you that somebody?

Responsibilities:

• Guide a strategic roadmap of initiatives for techno-functional innovation in the industry-defining environment for cloud-computing business operations.

• Foster, facilitate, and furnish, timely decision-making across a broad network of stakeholders, delivery partners, and operational teams.

• Quickly adopt awareness and demonstrate command of policies, processes, and programs with discernment of the different pressure-points for each.

• Collaborate with security, architecture, engineering, quality, support, experience, and program management partners in coordinating delivery of complex, multi-multi objectives.

• Represent and lead diverse delivery functions in program/project core team and executive steering committee meetings.

• Accountability for team integrity, product excellence, decision making, delivery estimates and roadmaps, career development, client communications, and project outcomes.

Required Skills/ Experience:

• Minimum of 8 years of professional experience with product, architecture, career and client leadership

• B.A., B.Sc. or equivalent

• Deep experience in enterprise products/applications with an emphasis on Service Cloud and enterprise Support business functions

• Business savvy for budgeting, project structuring, vendor and partner management, staff structuring, and negotiations

• Assessing the capabilities, impact and shortcomings of changes in enterprise business architectures and processes from a technical and business standpoint

• Familiar and comfortable with agile/scrum development methodologies

• Communicate with business as well as technical audiences. Able to write clear and concise

documentation, excellent written and spoken communication skills

• Function independently and as part of a team under aggressive deadlines in a (really) fast-paced environment, convey a strong professional image, exhibit interest and positive attitude toward all assigned work, and strive for continued improvement. The successful candidate will enjoy the risk and opportunity of advanced technology development

• Impressive presentation skills and experience communicating and convincing audiences from analysts to C-suite

Desired Skills/Experience:

• MBA, MSc or equivalent

• Familiarity with object-oriented programming and experience with J2EE techn