Product Owner – Customer Support & Service Experience

Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!

We are looking for a Product Owner to lead the transformation of our Customer Support and Self-Service Experience, built on Salesforce Service Cloud and Cognitive AI platforms. This role will define and deliver the next-gen Support Portal — covering Case Deflection, Knowledge Management, Community, Sentiment Analysis, Case Escalation, and AI-driven Case Summarization.

The ideal candidate will work cross-functionally with Support Operations, Product, Engineering, BizApps, and AI teams, aligning technology, process, and customer experience to boost CSAT, self-service adoption, and resolution speed.

Key Responsibilities

• Own the product roadmap for the Customer Support Portal, enabling seamless digital and live-agent support journeys.

• Work on Salesforce Service Cloud, Experience Cloud, and AI-driven cognitive search capabilities to enhance self-service and case resolution.

• Lead initiatives focused on Case Deflection, Knowledge Article Creation, Guided Flows, Case Escalation, and Dynamic Recommendations.

• Enable human-like chat experiences, sentiment detection, and warm agent transfers for improved customer satisfaction.

• Partner with Support, Legal, SecOps, Marketing, and Engineering teams to ensure compliance, content accuracy, and security alignment across all support touchpoints.

• Collaborate with vendors and internal AI teams to design, configure, and deploy advanced Case Summarization and Cognitive Search tools.

• Define success metrics, dashboards, and KPIs (CSAT, Deflection Rate, Resolution Time, Knowledge Gaps).

• Work with analytics teams to quantify ROI and demonstrate business impact post-deployment.

• Create detailed requirements, epics, and user stories in JIRA, ensuring clear traceability from concept to delivery.

• Participate in solution design reviews with technical, security, and legal stakeholders, ensuring scalability, data privacy, and compliance alignment.

• Coordinate with Development, QA, and UAT teams to validate end-to-end workflows and ensure quality releases.

• If required, support multiple PODs to help cross-skill and share delivery responsibilities across related programs.

• Collaborate with offshore teams during morning and late-evening calls to maintain delivery momentum across time zones.

• Provide hypercare and post-launch support, monitoring adoption, and driving continuous improvements.

• Stay current on industry best practices and advise stakeholders on innovative approaches to customer service automation.

Solution Design & Innovation

• Partner with architects, Legal, and SecOps teams to design secure, compliant data and workflow models for case handling, routing, and escalation.

• Define integration frameworks between Salesforce, Knowledge Base, and AI/Chatbot systems — ensuring data security and privacy standards are upheld.

• Develop process maps (L1–L3) for case lifecycle — creation to closure — including agent hand-offs and AI-assisted touchpoints.

• Recommend short-term optimizations and long-term roadmap enhancements aligned with the company’s support and compliance strategies.

• Drive innovation through pilot programs and AI/LLM use cases (e.g., auto-summarization, language translation, and intent detection).

• Ensure all proposed solutions align with enterprise security, privacy, and legal review frameworks.

Qualifications

• 8–10+ years of Product Owner / Product Management experience in Customer Support or Service Delivery.

• Strong working knowledge of Salesforce Service Cloud, Experience Cloud.

• Experience implementing Cognitive Search, Case Routing, Case Summarization, or Chatbot Solutions.

• Proven ability to partner with Legal, Security, and Compliance teams to meet data governance and privacy requirements.

• Familiarity with Knowledge Management and Community platforms

• Exposure to Analytics tools (Tableau, Einstein, or equivalent) for tracking KPIs and CSAT improvement.

• Excellent communication, stakeholder management, and problem-solving skills.

• Salesforce Admin or Service Cloud certification preferred.

Work Expectations

• Work from <