Director, Salesforce CX Product Leader

Cencora•Conshohocken, PA

About The Position

Lead the strategy, design, development, enhancement, and support of Salesforce-based business products and customer experience solutions, including customer service, self-service, digital engagement, and case management capabilities. The Director, Salesforce CX Product Leader partners closely with business leaders, customer experience teams, product owners, architects, and IT delivery teams to define product vision, prioritize investments, deliver business value, and continuously improve customer and associate experiences. The position is responsible for product lifecycle management, business process transformation, roadmap planning, solution delivery, and operational support for customer-facing Salesforce products and services.

Requirements

Bachelor's degree in Business, Information Systems, Computer Science, Engineering, or related field; advanced degree preferred.
Typically 10+ years of progressive experience in product management, customer experience solutions, Salesforce delivery, or digital transformation.
5+ years of leadership experience managing product, business analysis, customer experience, or technology teams.
Extensive experience with Salesforce platforms, including Service Cloud, Experience Cloud, CRM solutions, digital engagement, customer service, and self-service capabilities.
Demonstrated success leading enterprise-scale customer experience and business transformation initiatives.
Experience managing budgets, business cases, vendors, and strategic technology investments preferred.
Strong leadership, stakeholder management, and executive communication skills.
Deep understanding of customer service operations, customer experience design, self-service solutions, and digital engagement strategies.
Expertise in Salesforce product capabilities, including Service Cloud, Experience Cloud, case management, knowledge management, and omnichannel customer support.
Strong product management skills, including roadmap planning, backlog prioritization, business case development, and value realization measurement.
Experience applying Design Thinking, customer journey mapping, and user-centered design principles.
Strong understanding of Agile, SAFe, and product-centric delivery models.
Ability to translate complex business requirements into scalable and innovative technology solutions.
Strong analytical, problem-solving, prioritization, and decision-making capabilities.
Excellent written and verbal communication skills with the ability to influence senior business and technology leaders.
Proven ability to lead cross-functional teams through large-scale business and digital transformation initiatives.
Strong organizational skills with the ability to balance strategic planning and execution in a fast-paced environment.

Responsibilities

Defines and executes the Salesforce Customer Experience Product Strategy, aligning with business objectives, customer engagement goals, and enterprise digital transformation initiatives.
Partners with business stakeholders, customer service leaders, product owners, UX teams, architects, and delivery organizations to define and prioritize product roadmaps.
Establishes strong partnerships with customer-facing business functions to identify pain points, opportunities, and innovative solutions that improve customer and associate experiences.
Leads product discovery efforts, including customer journey mapping, process analysis, user research, and Design Thinking workshops.
Develops business cases and recommendations that address customer experience improvements, operational efficiencies, business growth opportunities, and return on investment.
Drives adoption of modern product management practices, including customer-centric design, Agile delivery, continuous feedback loops, and outcome-based measurements.
Develops and maintains multi-year roadmaps for customer service, self-service, digital engagement, experience cloud, case management, knowledge management, and AI-enabled customer support capabilities.
Works with stakeholders to evaluate emerging Salesforce and industry technologies to enhance customer and employee experiences.
Creates communication and change management strategies to drive stakeholder engagement, adoption, and successful product deployment.
Establishes and tracks product KPIs, customer satisfaction measures, adoption metrics, service performance indicators, and value realization objectives.
Defines product vision, business capabilities, user personas, customer journeys, and success criteria for Salesforce customer engagement solutions.
Oversees the design and evolution of customer service and self-service business processes, ensuring alignment with business goals and regulatory requirements.
Leads prioritization of product backlogs, enhancement requests, defects, and technical investments based on business value and strategic objectives.
Collaborates with enterprise architecture and engineering teams to ensure scalable, secure, and maintainable solution designs.
Establishes governance processes for product design, feature prioritization, solution review, and business acceptance.
Defines and monitors business outcome metrics, including case resolution effectiveness, customer satisfaction, self-service adoption, digital engagement, and productivity improvements.
Identifies risks and dependencies impacting product delivery and customer experience and develops mitigation strategies.
Removes business and technical barriers that impact product delivery and customer outcomes by coordinating across multiple teams and stakeholders.
In partnership with financial and business leaders, manages budgets associated with Salesforce customer experience products and initiatives.
Develops investment strategies and prioritization frameworks to maximize business value and customer impact.
Identifies opportunities to optimize solution costs while maintaining high levels of customer service and business performance.
Supports business case development for new products, features, and transformational initiatives.
Ensures financial accountability and value realization across the product portfolio.
Maintains a comprehensive portfolio of customer service, self-service, and customer engagement products.
Defines product release strategies and coordinates delivery plans with development teams and business stakeholders.
Oversees product lifecycle management, including introduction of new capabilities, enhancement planning, retirement of legacy functionality, and technical modernization efforts.
Evaluates and recommends new Salesforce platform capabilities, AI solutions, and third-party applications that improve customer experience and operational efficiency.
Ensures alignment between product roadmaps, enterprise priorities, and customer needs.
Oversees end-to-end product delivery from concept through deployment and ongoing support.
Ensures product requirements are clearly defined, documented, and translated into actionable delivery plans.
Partners with development and support teams to ensure successful implementation and adoption of business solutions.
Leads continuous improvement initiatives focused on customer satisfaction, associate productivity, digital experience, and operational effectiveness.
Reviews product performance regularly and recommends enhancements based on customer feedback, usage analytics, and business outcomes.
Serves as the primary escalation point for complex business issues impacting customer-facing products and services.
Ensures proper support models, knowledge management practices, and service processes are in place to sustain product success.
Manages relationships with Salesforce, implementation partners, consultants, and solution vendors to ensure successful delivery of product objectives.
Provides leadership in vendor selection, contract evaluation, statement-of-work development, and performance management.
Reviews partner delivery performance and drives corrective actions when necessary.
Ensures external resources align with organizational standards, product strategies, and quality expectations.
Provides direct or matrix leadership to product managers, business analysts, solution designers, UX specialists, delivery leads, and support teams.
Builds high-performing product teams focused on customer-centric thinking, innovation, and business value delivery.
Oversees workforce planning, talent development, succession planning, and capability building.
Promotes Agile and SAFe delivery practices while fostering collaboration across business and technology teams.
Coaches team members in product management, business process design, customer experience leadership, stakeholder engagement, and digital transformation practices.
Drives accountability, innovation, continuous learning, and a results-oriented culture.
Other duties as assigned.

Benefits

medical
dental
vision care
comprehensive suite of benefits that focus on the physical, emotional, financial, and social aspects of wellness
support for working families
backup dependent care
adoption assistance
infertility coverage
family building support
behavioral health solutions
paid parental leave
paid caregiver leave
variety of training programs
professional development resources
opportunities to participate in mentorship programs
employee resource groups
volunteer activities