Company DescriptionWe are a Digital Product Engineering company that is scaling in a big way! We build products, services, and experiences that inspire, excite, and delight. We work at scale — across all devices and digital mediums, and our people exist everywhere in the world (19000+ experts across 33 countries, to be exact). Our work culture is dynamic and non-hierarchical. We are looking for great new colleagues. That is where you come in!Job DescriptionSupport strategy and development of the CX salesforce service cloud product and account for overall product success.Collaborate with CX Product Business owner and technical teams to inform product strategy, design, and roadmap.Serve as a subject matter expert on our current/planned CX products and the custom implementation of SFSC.Collaborate with technical teams to inform product strategy, design, user stories and roadmap.Surface blockers and provide recommendations based on trade-offs to optimize user experience (including reps & consumers), time-to-market, and to clearly communicate goals, roles, responsibilities, and desired outcomes to internal stakeholders and remote teams.Lead Salesforce solution design & wireframing to guide team and receive sign-off from business. Manage and monitor Salesforce native release schedule and provide guidance to Capability owner on new features to adopt Product Definition and Capability Release.Facilitate meetings with cross-functional business and technical teams to gather product requirements and business use cases.Work with business owners to prioritize user stories, engineering for technical feasibility and delivery for capacity planning to ensure each sprint runs smoothly.Ensure there is a backlog of features and stories for supporting S&T chapter teams to deliver against (where appropriate balancing the need to advance the product with the ability for daily users to accept change).Work with the capability owner to design change management plans that will inform roll-out cadence and success planning. Partner with CX Capability owner on user stories and provide research where requested to further define what is possible.Create features and user stories within ADO to appropriately manage the development and release process.Lead work between SF dev team & S&T product teams on best practices.Manage dedicated tester to capture acceptance criteria and run testing + coordinate UAT with CX Lead.Conduct deployment monitoring & verification. Accountable for Success of Data Products & Growth.Participate in ongoing relationships with DPA & CX leadership as well as technical and business teams.Manage CX product life cycle from planning, execution, and maintenance. Iterate on products, leveraging learnings from prior product builds to inform overall ideation.Manage and document release changes to the overall SFSC wiki to maintain consistency.Draft release note write-ups and communication for CX capability to share with relevant end users.Qualifications9+ years of salesforce service cloud product management with experience creating strategic product roadmaps and working with cross-functional teams in a highly matrixed environment, or relevant experience in a technological function.Minimum 3+ years of leadership and/or influencing experience.Experience building and launching products from ideation through launch and revision.Strong knowledge and experience in agile methodologies, experience working with multiple scrum teams on simultaneous builds.Strong experience driving and iterating salesforce products and highly technically integrated environments.Bachelor's Degree.Salesforce Service Cloud expertise & certification experience.Excellent communication skills, both verbal and written, along with the ability to influence and demonstrate confidence in communications with senior level management.Positive and flexible attitude to enable adjusting to different needs in an ever-changing environment.Strong leadership, organizational and interpersonal skills; comfortable managing trade-offs.Proactively drives impact and engagement while bringing others along.Ability to lead others without direct authority.Experience working with ADO.Good To Have Skills: Salesforce Workflow.
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