Product Manager ( Contract-Extendable) | Up to $9300

Job Responsibilities

• Plan and drive the progressive onboarding of additional agency mailboxes and hotlines onto Salesforce, including onboarding schedules, dependencies and readiness activities
• Engage business stakeholders to understand operational requirements, assess gaps against existing Salesforce capabilities and identify necessary configurations or enhancements
• Work with the Email and Calls Product Managers to align onboarding requirements with their product roadmaps and priorities
• Identify opportunities to standardise processes, reuse existing capabilities and improve the scalability of the Salesforce solution across agencies and communication channels
• Gather, analyse and document business requirements, user stories and acceptance criteria for Salesforce enhancements
• Maintain and prioritise the product backlog in consultation with product owners and stakeholders, considering business value, operational impact and delivery feasibility
• Work closely with the engineering delivery team to refine requirements, clarify business needs, manage dependencies and track implementation progress
• Coordinate with stakeholders on UAT, training, operational readiness and go-live activities for new onboardings and enhancements
• Review user feedback, operational issues and product performance to identify improvement opportunities and recommend enhancements
• Support the development of product roadmaps, release plans and adoption strategies to drive continuous improvement of the Salesforce platform

Job Requirements

• At least 3 years of relevant experience in product management, business analysis or delivery of enterprise applications
• Experience gathering business requirements, developing user stories, managing product backlogs and working with Agile delivery teams
• Experience coordinating system implementation, user onboarding, UAT and change management activities
• Strong stakeholder management, communication, analytical and problem-solving skills
• Able to work with business users and technical teams to translate operational needs into practical, scalable solutions
• Experience prioritising product enhancements based on business value, user needs and technical considerations
• Experience supporting enterprise-wide system rollouts across multiple business units or agencies will be an advantage
• Experience with product analytics, workflow automation, AI-enabled customer service or process improvement will be an advantage
• Experience working in a co-sourced delivery environment involving internal product owners and external engineering vendors will be an advantage
• Experience with Salesforce Service Cloud, including case management, Omni-Channel, Knowledge Management or Service Cloud Voice, will be an advantage
• Experience with contact centre telephony platforms such as Amazon Connect will be an advantage