Manager/Senior Manager/ Director - Product Management- Contact Center
Description For Manager/Senior Manager/ Director - Product Management- Contact Center
Salesforce Service Cloud is seeking a Senior Product Manager to drive their Contact Center product portfolio. This role is crucial in shaping the future of customer engagement through innovative solutions including Case and Knowledge Management, Digital Engagement, Copilot for Consumers, Omni-Routing, Service Cloud Voice, and Service Einstein. The position involves leading AI and automation initiatives while working cross-functionally with engineering, UX, sales, and customer success teams.
The ideal candidate will be responsible for developing and executing product strategy, ensuring alignment with company vision, and championing customer needs. They will manage the entire product lifecycle from conception to delivery, working closely with various stakeholders to create successful outcomes. The role requires deep expertise in product management, strong leadership skills, and the ability to drive innovation in customer service solutions.
Salesforce Service Cloud is revolutionizing customer engagement by connecting businesses with customers through multiple channels including website, app experiences, private messages, calls, emails, and WhatsApp conversations. The platform focuses on delivering enhanced self-service capabilities, personalization, and customer delight while enabling businesses to automate engagements intelligently at scale.
This is an opportunity to join a leading enterprise software company and make a significant impact on the future of customer service technology. The role offers exposure to cutting-edge technologies including AI and automation, while working with cross-functional teams in a global environment. The position provides the chance to shape products that will define the next generation of customer service solutions.
Responsibilities For Manager/Senior Manager/ Director - Product Management- Contact Center
- Own the product vision and ensure alignment with overall product and company vision
- Represent the customer and build impactful customer relationships
- Drive entire feature delivery lifecycle from research to delivery
- Collaborate across teams and create alignment between engineering teams and stakeholders
- Communicate product release communications and work with product marketing
- Represent Salesforce at customer meetings, industry events, and social networks
Requirements For Manager/Senior Manager/ Director - Product Management- Contact Center
- 10+ years of experience and 6+ years of solid product management experience
- Experience in gathering and transforming product requirements into actionable roadmap
- Strong problem-solving, organizational and analytical skills
- Hands-on experience with UX design and flow
- Ability to deliver results in global, matrixed environments
- Prior CCaaS product experience (preferred)
- Working knowledge of Salesforce products and APIs (preferred)
- Experience presenting to executive leadership
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