Description
Position :
Salesforce Product Owner/Manager - Customer Care (Enterprise)
Location :
Flexible (Hybrid/Remote - Global Teams)
Experience :
8+ Years in Salesforce + Product Ownership
Type : Full-time | Immediate Joiners Preferred
Core Requirements
- Salesforce expertise with hands-on Service Cloud, Salesforce AI (Einstein, bots, agents), data model design, automation (flows, Process Builder, Apex)
- Product ownership track record managing enterprise platforms with proven business outcomes
- Integration experience connecting Salesforce to enterprise systems, data platforms, cloud services
- Governance knowledge in platform standards, data governance, AI governance principles
- Stakeholder influence across senior business/technical leaders, balancing priorities
- Delivery leadership in releases, UAT, change management with global/offshore teams
- Strong analytical skills to interpret metrics and drive improvements
Key Responsibilities
- Own Salesforce roadmap and backlog prioritization for Customer Care teams
- Act as decision authority for design, configuration, customization tradeoffs
- Define/enforce platform standards, data models, automation guardrails
- Govern adoption of Salesforce AI capabilities per enterprise governance
- Ensure data quality for reporting, analytics, AI use cases
- Coordinate integrations for end-to-end operational workflows
- Lead release planning, UAT, change management
- Evaluate features/licenses/add-ons, hold vendors accountable
Desirable Skills
- Salesforce certifications (Admin, Platform App Builder, Service Cloud Consultant)
- Vendor/partner management experience
- Global operations or contact center workflows
- Enterprise AI/analytics projects with Salesforce
(ref:hirist.tech)
