Product Manager (Salesforce Service Cloud)
Summary
Product Manager at CMC Global driving the progressive onboarding of agency mailboxes and hotlines onto Salesforce Service Cloud — gathering requirements, managing and prioritising the backlog, and coordinating UAT, training and go-live with business stakeholders and the engineering delivery team. Needs 3+ years in product management/business analysis; Salesforce Service Cloud experience preferred.
Salary: $5,500 – $7,000 per month
About the role
This Product Manager role involves planning and driving the progressive onboarding of additional agency mailboxes and hotlines onto Salesforce, including onboarding schedules, dependencies and readiness activities. You will engage business stakeholders to understand operational requirements, assess gaps against existing Salesforce capabilities and identify necessary configurations or enhancements.
Key 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 the respective 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
About you
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
Ability 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
Preferred: Experience supporting enterprise-wide system rollouts across multiple business units or agencies
Preferred: Experience with product analytics, workflow automation, AI-enabled customer service or process improvement
Preferred: Experience working in a co-sourced delivery environment involving internal product owners and external engineering vendors
Preferred: Salesforce Service Cloud, including case management, Omni-Channel, Knowledge Management or Service Cloud Voice