Product Owner, Case Platform

Equinix • Toronto, ON

1d • CA$139,000 - CA$209,000 • Onsite

About The Position

Supports the Lead-to-Cash transformation by executing the Case Platform product vision across the full case domain. The Product Owner, Case Platform works directly with scrum teams to groom and refine the backlog, write and accept user stories, and ensure delivery is aligned with the strategy set by the Case Platform PM. This role spans both internal agent-facing and external customer-facing case capabilities and requires deep hands-on expertise in Salesforce Service Cloud and ITSM practices to translate business requirements into well-designed, scalable platform solutions.

Requirements

• 3+ years experience as a Product Owner or Business Analyst in a Salesforce Service Cloud environment
• Deep hands-on expertise in Salesforce Service Cloud including Omni-Channel, case management, Einstein Case Classification, milestones, entitlements, and escalation configuration
• Strong understanding of ITSM principles and best practices; experience applying them to case lifecycle and support operations design
• Proven ability to write high-quality user stories and acceptance criteria for complex platform capabilities
• Experience owning and managing a product backlog in SAFe or comparable scaled Agile framework
• Ability to assess platform feasibility, identify best-practice solutions, and confidently advise stakeholders on trade-offs
• Strong collaboration and communication skills across engineering, operations, and product teams

Nice To Haves

• Salesforce Service Cloud Consultant certification or equivalent
• SAFe PO/PM certification
• Experience with a variety of ITSM platforms across an enterprise support landscape
• Background in B2B enterprise support operations or customer service platforms
• Familiarity with skills-based routing design and entitlement modeling in a multi-tier support environment
• Experience working across both internal agent-facing and external customer-facing product surfaces

Responsibilities

• Own and maintain the Case Platform backlog; ensure stories are well-defined, prioritized, and ready for sprint execution at all times
• Lead backlog grooming sessions with scrum teams; break down epics and capabilities into actionable, clearly scoped user stories with defined acceptance criteria
• Maintain backlog health through regular refinement, removing blockers, resolving ambiguity, and re-prioritizing as delivery needs evolve
• Write user stories and acceptance criteria that accurately reflect product and process requirements across the case domain
• Apply Salesforce Service Cloud expertise to ensure stories are designed to platform best practice, not just functionally correct
• Validate delivered stories against acceptance criteria; accept or reject work in sprint reviews based on defined conditions of done
• Proactively identify design or configuration risks during story writing and raise recommendations to the Case Platform PM
• Serve as the primary product voice within scrum ceremonies including sprint planning, standups, reviews, and retrospectives
• Make informed, confident day-to-day prioritization and solutioning decisions within the bounds of the approved roadmap, drawing on platform expertise
• Track sprint progress and flag risks or blockers to the Case Platform PM in a timely manner
• Serve as the subject matter expert on Salesforce Service Cloud configuration, data model, and case management capabilities including Omni-Channel routing, Einstein Case Classification, milestones, entitlements, and escalation rules
• Apply ITSM best practices to case lifecycle design; ensure the platform reflects sound incident, request, and escalation management principles
• Identify opportunities where platform-native capabilities can replace custom build; advocate for sustainable, maintainable solutions
• Stay current on Salesforce release cycles and emerging Service Cloud capabilities; proactively surface relevant features to the Case Platform PM for roadmap consideration
• Maintain deep working knowledge of the full case domain including case creation, routing, classification, milestones, entitlements, escalation, and closure across internal and external surfaces
• Ensure stories reflect end-to-end case flows spanning portal-created cases, call center cases, and agent-created cases
• Coordinate with Portal Support Center and Call Center teams on cross-team dependencies that affect case platform delivery
• Work closely with the Process Architect at sprint N-2 cadence to ensure capabilities are discovery-complete and stories are definition-of-ready before sprint entry
• Raise process gaps or platform constraints surfaced during grooming back to the PA and Case Platform PM for resolution; recommend platform-aligned alternatives where appropriate
• Work with the Case Platform PM to translate roadmap priorities into executable backlog items
• Engage with internal stakeholders including Support operations, Billing, and GSD teams to gather requirements, validate story accuracy, and advise on platform feasibility
• Participate in cross-team ceremonies and dependency planning within the SAFe program increment
• Define and validate test cases aligned to acceptance criteria for case platform capabilities
• Coordinate with the enablement team on UAT participation and support operational readiness activities ahead of release

Benefits

• Employee Assistance Program
• Healthcare coverage that is designed to complement the provincial healthcare system
• Life, disability and optional benefit plans
• Defined Contribution Pension Plan (DCPP)
• Group Retirement Savings Plan (RRSP)
• Tax-Free Savings Plan (TSFA)
• Vacation and personal time
• Various paid holidays

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed