Senior Product Manager, Salesforce Service Cloud

POSITION SUMMARY

We are seeking a strategic Senior Salesforce Product Manager to drive the product vision, roadmap, and execution of our Salesforce platform initiatives while championing user-centric design and data-driven decision making. This role combines deep product management expertise with Salesforce platform knowledge, business analysis, and stakeholder management responsibilities. The ideal candidate will serve as both a product strategist and execution leader, ensuring our Salesforce solutions deliver maximum business value while driving user adoption and satisfaction across the organization.

PRIMARY RESPONSIBILITIES

Product Strategy & Roadmap Management (35%)
- Define and own the comprehensive Salesforce product vision, strategy, and multi-year roadmap aligned with business objectives
- Conduct market research, competitive analysis, and user needs assessment to identify product opportunities and innovation areas
- Collaborate with executive leadership to translate business strategy into actionable product initiatives and feature requirements
- Prioritize product backlog and feature development based on business value, user impact, technical feasibility, and ROI analysis
- Establish product success metrics, KPIs, and measurement frameworks to track product performance and user satisfaction
- Drive product discovery sessions and ideation workshops with cross-functional teams and stakeholders
- Manage product portfolio decisions including feature sunset, platform consolidation, and technology investment priorities

Requirements Management & Business Analysis (25%)
- Lead comprehensive requirements gathering sessions with business stakeholders, subject matter experts, and end users
- Translate complex business needs into detailed functional requirements, user stories, and acceptance criteria
- Conduct thorough business process analysis and workflow optimization to maximize Salesforce platform value
- Partner with solution architects to ensure technical feasibility and optimal implementation approaches for product features
- Create and maintain detailed product specifications, wireframes, and process flow documentation
- Facilitate requirements validation sessions and user acceptance testing coordination
- Manage scope changes, requirements traceability, and impact analysis throughout product development lifecycle

Stakeholder Management & Communication (20%)
- Serve as primary product liaison between business units, technical teams, and executive leadership
- Conduct regular stakeholder updates, product demos, and executive presentations on product progress and outcomes
- Manage stakeholder expectations through transparent communication of timelines, dependencies, and delivery commitments
- Facilitate cross-functional collaboration between development, QA, operations, and business teams
- Lead product steering committee meetings and strategic planning sessions
- Build strong relationships with key business champions and power users to drive product advocacy
- Coordinate with external vendors and third-party solution providers for integrated product offerings

User Experience & Adoption (10%)
- Champion user-centric design principles and advocate for optimal user experience across all product touchpoints
- Conduct user research, usability testing, and feedback collection to inform product design and enhancement decisions
- Partner with UX/UI teams to create intuitive, efficient, and engaging user interfaces within Salesforce platform constraints
- Design and implement user adoption strategies including training programs, change management, and support documentation
- Monitor user engagement metrics, adoption rates, and satisfaction scores to identify improvement opportunities
- Lead user feedback collection initiatives and product advisory board sessions
- Develop user personas and journey mapping to guide product development priorities

Product Delivery & Performance (10%)
- Work closely with development teams using agile methodologies to ensure timely and quality product delivery
- Monitor product development progress, identify risks, and implement mitigation strategies to meet delivery commitments
- Coordinate product launches including rollout planning, communication strategies, and success measurement
- Analyze product performance dat