Product Manager

Salary: $8,000 – $11,000 per month

We are looking for a Product Manager to support the expansion and enhancement of Salesforce across contact centre operations. The successful candidate will work closely with business stakeholders, operations teams, product owners and technology vendors to onboard additional agency mailboxes and hotlines, improve existing processes, and drive platform adoption.

This role requires strong product management, business analysis and implementation experience, with a focus on delivering scalable solutions and continuous product improvements.

Key Responsibilities

• Plan and coordinate the onboarding of additional agency mailboxes and hotlines onto Salesforce.

• Gather and analyse business requirements, identify gaps and recommend suitable system enhancements.

• Develop user stories and acceptance criteria, and manage and prioritise the product backlog.

• Work closely with product managers, engineering teams and vendors to coordinate delivery and manage dependencies.

• Align onboarding requirements with product roadmaps, priorities and delivery timelines.

• Identify opportunities for process standardisation, workflow automation and operational improvement.

• Coordinate User Acceptance Testing (UAT), user training, operational readiness and go-live activities.

• Review user feedback and product performance to identify opportunities for continuous improvement.

• Support product roadmap planning, release management and user adoption initiatives.

Requirements

• At least 3 years of relevant experience in product management, business analysis or enterprise application delivery.

• Experience in requirements gathering, user story development, backlog management and Agile delivery.

• Proven experience coordinating system implementation, user onboarding, UAT and change management.

• Strong stakeholder management, communication, analytical and problem-solving skills.

• Ability to translate business requirements into practical and scalable technical solutions.

• Experience prioritising enhancements based on business value, user needs and technical feasibility.

Preferred Qualifications

• Experience managing enterprise-wide system rollouts across multiple business units or agencies.

• Experience with Salesforce Service Cloud, particularly Case Management, Omni-Channel, Knowledge Management or Service Cloud Voice.

• Familiarity with contact centre platforms such as Amazon Connect.

• Exposure to workflow automation, product analytics or AI-enabled customer service solutions.

• Experience working with internal product owners and external technology vendors.