Senior Product Manager, Omnichannel & Commercial Strategy – Service Cloud

Salesforce•San Francisco, CA

About The Position

About Salesforce Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all. Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce. Service Cloud is the world’s number one customer service application and a rapidly growing business at Salesforce, helping organizations deliver customer service and support via chat, email, SMS, voice, and social channels. Our team is looking for a Senior Product Manager to guide the global expansion, commercial strategy, and compliance of our omnichannel capabilities. This is a cross-functional role that sits at the intersection of product, pricing, telecom operations, and compliance. In this role, the Sr. Product Manager will: 1. Drive Commercial Strategy: Guide the pricing and packaging strategy for our omnichannel offerings, helping define SKU licensing and metering structures. 2. Execute Go-to-Market: Help manage new product and SKU launches through the New Product Introduction (NPI) process, collaborating with Revenue Recognition, Commercial Legal, and Sales Ops. 3. Manage Supplier Operations: Partner with the Sourcing team to help manage telecom carrier relationships, assist with telecom budgets, and handle PO/invoice approvals. 4. Support BYOC & Global Expansion: Help maintain the country rollout plan for Bring Your Own Carrier (BYOC) and international resell, aligning compliance and voice infrastructure dependencies. 5. Ensure Global Compliance: Work closely with external vendors, Product Legal, and compliance teams to help establish regulatory filings and ensure geographical coverage for voice, SMS, and social channels. 6. Enable the Field: Collaborate with marketing and sales teams to educate the field on commercial packaging, compliance requirements, and regulatory needs. This role calls for a proactive leader capable of driving multi-stakeholder projects. Ideally, you have a track record of driving new product capabilities from initial concept to successful delivery and market adoption. Product managers who thrive in a fast-paced, collaborative environment should apply.

Requirements

5+ years of product management experience (or relevant experience), ideally with exposure to SaaS pricing, packaging, or commercialization.
Familiarity with telephony routing, SMS, or Bring Your Own Carrier (BYOC) models.
Ability to navigate internal operational processes and launch new products/SKUs.
Experience or willingness to learn about managing vendor budgets, tracking Cost of Goods Sold (COGS), and telecom regulatory taxation.
Gathering and transforming business requirements and market needs into a successful product strategy.
Strong organizational, written, and oral communication skills.
Comfort in business discussions with internal and external executives.
Proven ability to deliver on commitments and handle multiple priorities in a fast-paced environment.
Bachelor's degree.

Nice To Haves

Experience managing customer experience/CRM solutions.
Service and Support automation experience is a plus.
Working knowledge of Salesforce products and APIs.
Experience presenting to executive leadership.
Experience with agile development methodologies like Scrum.
Understanding of software architecture and object-oriented design.

Responsibilities

Guide the Commercial Vision: Help drive the pricing, packaging, and global expansion strategy for our omnichannel capabilities, ensuring alignment with the overall product and company vision.
Understand the Domain: Develop expertise in telecom routing, BYOC trends, and SaaS pricing models.
Align Stakeholders: Work to align stakeholders (Engineering, Finance, Legal, Sales) so everyone understands the commercial and compliance direction of the product.
Represent the Customer: Be the champion and voice of customers. Build relationships and bring the customer's voice into the creation of requirements, specifications, and release plans.
Collaborate Across Teams: Product Managers play a role in creating alignment. You will work with UX, Engineering, Pricing & Packaging, Legal, and Sourcing teams. A collaborative attitude is essential.
Communicate Clearly: Coordinate product release communications and define expectations for engineering teams. Work closely with Product Marketing Managers to ensure a cohesive message.
Represent Salesforce: Serve as a domain and product expert at customer interactions and industry events.