Salesforce Product Owner

Capital Bank, N.A.•Rockville, MD

36d

About The Position

The Product Owner – Salesforce Platform is responsible for serving as the primary business owner for the Bank’s Salesforce ecosystem, supporting operational workflow automation, customer experience initiatives, and enterprise CRM strategies. This role is central to the Bank’s Salesforce implementation project and will play a key part in origination, design, configuration decisions, rollout, and long‑term governance. Following implementation, the Product Owner will oversee Salesforce's ongoing support, optimization, and continuous improvement, ensuring that the platform scales with business needs and delivers measurable value across departments.

Requirements

Bachelor’s degree in Business, Finance, Information Systems, or a related field.
Minimum of 5 years in banking operations, business analysis, product management, or CRM management.
Experience supporting business workflows, CRM processes, customer service platforms, or digital operations.
Hands-on experience with Salesforce, preferably in a commercial banking environment.
High aptitude for problem solving.
Ability to connect business challenges to technical solutions.
Proven strong analytical and critical thinking skills, with extreme attention to detail.
Experience developing presentations, workflow diagrams, and reporting dashboards.
Advanced Excel skills and reporting experience.

Nice To Haves

Prior roles as a Product Owner, Salesforce Administrator, or CRM Manager within a financial institution is strongly preferred.
Experience in a Salesforce implementation or major system rollout.
Knowledge of Salesforce automation tools (Flow, Process Builder, Approval Processes).
Experience with digital integrations and onboarding journeys.
Familiarity with Agile tools such as Jira or Azure DevOps is an asset.
Experience with creating and leading presentations to internal stakeholders.
Salesforce Certified Administrator
Salesforce Certified Platform App Builder
Salesforce FSC Accredited Professional

Responsibilities

Serve as the subject matter expert (SME) and business owner for the Bank’s Salesforce environment, including services supporting workflow/automation, customer experience and service, issue resolution, and customer relationship management (CRM).
Define and communicate the Salesforce product vision, strategy, and roadmap in alignment with overall business objectives.
Continuously evaluate industry trends, regulatory changes, and customer needs to identify opportunities for product improvement and innovation.
Champion customer-centric digital experiences and end user satisfaction.
Lead the platform’s governance model, including data standards, permissioning strategy, and release management.
Leverage system capabilities to ensure all operational efficiency and business development opportunities the platform may provide are pursued.
Identify innovative opportunities for automation, workflow enhancements, improved user experience, and customer-facing capabilities.
Participate as a core team member in the Salesforce implementation, including requirements gathering, solution design, configuration review, and user acceptance validation.
Collaborate with external Salesforce implementation partners to ensure platform design aligns with business objectives.
Document business processes, functional requirements, and configuration decisions.
Collaborate with IT, vendors, and business users to ensure the timely and high-quality release of new features and enhancements.
Lead user acceptance testing (UAT) to confirm that product changes satisfy requirements and support operational and customer needs.
Lead change‑management activities, including training, communication, and rollout planning.
Oversee system configuration and parameter adjustments, ensuring that documentation remains current and accurate.
Gather, analyze, and document business requirements from stakeholders throughout the Bank.
Develop, maintain, and prioritize the product backlog, balancing requirements for functionality, compliance, and operational efficiency.
Translate business requirements into user stories, acceptance criteria, and enhancement requests.
Write clear user stories and acceptance criteria to facilitate development, testing, and effective vendor delivery.
Evaluate and approve changes to workflows, automations, and integrations.
Ensure documentation is complete, clear, and maintained as enhancements evolve.
Oversee platform maintenance, including quarterly releases, version updates, and feature adoption.
Work with IT and vendors to resolve issues, monitor performance, and manage service requests.
Analyze system usage and recommend process improvements or new functionalities.
Lead optimization efforts to enhance user productivity and customer experience across digital and CRM channels.
Act as the liaison between business units, operations teams, compliance, technology, marketing, and leadership groups.
Facilitate product demonstrations, roadmap conversations, functionality reviews, and provide regular updates to stakeholders.
Train and support end users on new features, workflows, and system capabilities.
Communicate upcoming releases, changes, and impacts across stakeholder groups.
Ensure that product changes comply with all regulatory and audit requirements, including data privacy, access controls, and documentation.
Support processes related to data integrity, data governance, and secure automation.
Partner with risk, compliance, and security teams to validate workflows and data handling.
Monitor system performance, address issues, and oversee vendor service level agreements (SLAs).
Coordinate issue resolutions with vendors.
Act as primary contact for vendor and participate in contract negotiations.
Work closely with risk and compliance teams to guarantee secure and compliant system usage.
Support digital security, fraud prevention, and data protection.