Manager Product Owner Salesforce Service Cloud

Daikin • Waller, TX

1d

About The Position

The Manager, Product Owner for Salesforce Service Cloud is instrumental in steering the strategic and operational aspects of the Salesforce Service Cloud platform, aligning it with business objectives and customer service goals. This role ensures the effective deployment, customization, and utilization of Service Cloud capabilities to improve customer service processes and deliver an optimal experience to customers.

Requirements

• Deep understanding of Salesforce Service Cloud features and best practices.
• Strong ability to bridge the gap between technical and non-technical stakeholders.
• Excellent communication and stakeholder management abilities.
• Knowledge of Agile methodologies and processes.
• Knowledge of the Salesforce platform, including both classic and lightning versions.
• 3-5 years of experience with Salesforce administration, customization and configurations
• 3-5 years in product management including defining roadmaps and owning product lifecycle
• 3-5 years in leadership positions leading cross functional teams.
• Bachelor's degree in Marketing, Business, Information Technology, or related field.
• Qualified applicants must be legally authorized for employment in the United States.
• Qualified applicants will not require employer sponsored work authorization now or in the future for employment in the United States.

Nice To Haves

• 3-5 years in HVAC industry with understanding of OEM “Go-to-Market" (GTM) strategies a plus
• Salesforce Service Cloud certification is a significant advantage.

Responsibilities

• Serve as the key stakeholder and expert on the Salesforce Service Cloud platform, aligning it with the company's customer service strategy.
• Engage with customer service, technical teams, and other departments to gather in-depth requirements, translating them into platform features and user stories.
• Maintain and prioritize the product backlog, ensuring tasks and features align with the company's customer service strategy and objectives.
• Regularly update relevant stakeholders on platform developments, new features, and ongoing projects.
• Ensure Salesforce Service Cloud is tailored to the specific needs of the customer service team, including case management, knowledge base, and other relevant features.
• Ensure that Salesforce Service Cloud is seamlessly integrated with other enterprise tools, platforms, and systems to provide a holistic customer view.
• Oversee data quality and accuracy, ensuring that customer information and interaction history are up-to-date and accessible.
• Organize and conduct training sessions for end-users, ensuring they are proficient with the platform and can utilize its full capabilities.
• Regularly assess customer service metrics and generate reports to provide insights and recommendations for improved strategies.
• Keep abreast of Salesforce Service Cloud updates and industry best practices to maintain a cutting-edge customer service platform.
• Perform other tasks as assigned.
• Ensures work is aligned with the Director’s expectations, goals, and vision.
• Accountable for implementation of policies, processes, and procedures for short-term results.
• Decisions and problem-solving are guided by policies, procedures and business plan; receives guidance from Senior Manager/Director.
• Works on difficult to moderately complex issues and projects.
• Provides guidance and training to subordinates.
• Has authority to hire, recommend pay, establish performance and recommend for termination.
• Level of signing authority established by company policy/guidelines.

Benefits

• equal employment opportunity to all employees and applicants regardless of a person’s race, color, religion (including religious dress or grooming practices), creed, national origin (including language use restrictions), citizenship, uniform service member or veteran status, ancestry, disability, physical or mental disability (including HIV/AIDS), medical condition (including cancer and genetic characteristics), genetic information, request for protected leave, marital status, sex, pregnancy, age (over 40), sexual orientation, gender, gender identity or expression, political affiliation, or any other characteristic protected by law.
• The Company will comply with all federal and state regulations and statutes pertaining to individuals with disabilities.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager