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 focuses on redefining 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 product development with AI, automation, and rich experiences, working cross-functionally with engineering, UX, sales, and customer success teams.
The ideal candidate will shape the future of customer service technology, working on solutions that span from self-service to personalization and intelligent automation. You'll be responsible for driving product strategy, gathering requirements, and ensuring successful delivery of features that enhance customer experience across multiple channels.
As a product leader, you'll collaborate with various teams to build and scale products that transform how businesses interact with their customers. You'll need to balance technical expertise with business acumen, while maintaining strong relationships with stakeholders and customers. The role offers the opportunity to work on cutting-edge technology while solving complex challenges in customer service automation and engagement.
This position at Salesforce provides the chance to work with industry-leading CRM technology, influence the direction of customer service solutions, and be part of a team that's revolutionizing how businesses connect with their customers. You'll have the opportunity to drive innovation in areas like AI-powered customer service, omnichannel communication, and intelligent routing systems.
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
