Manager/Senior Manager/ Director - Product Management- Contact Center

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About Salesforce

We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.

Salesforce Service Cloud is redefining how businesses engage with customers, and connecting them in whole new ways. Whether it’s a website or app experience, a private message, a call, an email or a WhatsApp conversation, customers expect more. More self service, more personalization and more delight. Businesses are also evolving their ability to automate such engagements intelligently and at scale, with copilots for more common place questions and rich agent experiences for high value engagement. This new era of service will cross departmental boundaries, from the front office to the back office, and support unified journeys with marketing, sales and commerce. All while augmenting every interaction with intelligent signals, call drivers and CX, and resolution and revenue opportunities. Salesforce is bringing this vision to reality through our best of breed offerings like Case and Knowledge Management, Digital Engagement, Copilot for Consumers, Omni-Routing, Service Cloud Voice and Service Einstein, all powered by the Service Cloud platform.

Service Cloud is looking to hire Senior Product Managers to drive our Contact Center product portfolio in Service Cloud. In this role, PMs will drive execution for their product set with AI, automation and rich experiences. Roles are heavily cross-functional and will require close collaboration and tight alignment with internal and external partners. From the start of the product development process through launch and scale, this PM will guide engineering, UX, go-to-market strategy, sales, sales enablement and customer success teams.

Responsibilities

• Own the product vision for your area: Ensure that it aligns with the overall product and company vision. Be an expert on the domain, the market, the trends. Evangelize the vision constantly so all stakeholders are aligned, have context, and understand where we are going.
• Represent the customer. Be the champion and voice of customers. Build impactful, personal customer relationships. Bring the customer's voice into the creation process. Own requirements, specifications, and release plans.
• Drive entire feature delivery lifecycle: research customer/user needs; write feature specs and user stories; partner with User Experience to design and prototype; work with engineering to develop, test and deliver a marketable product on time; collaborate with customer facing roles to drive market awareness and customer adoption
• Collaborate across teams: We win or lose as a team. Product managers play a critical role in creating alignment between engineering teams and stakeholders. A collaborative attitude is essential to the job
• Communicate clearly and efficiently: Coordinate product release communications for your components. Define expectations for engineering teams and hold them accountable to success and failures. Work closely with product marketing managers to promote your products both internally and externally and ensure a cohesive message.
• Represent Salesforce: Be a domain and product expert at customer meetings, industry and corporate events, online in customer community, and social networks

• 10+ years of experience and 6+ years of solid product management experience with a proven track record of building awesome products from concept to delivery
• Demonstrated experience in gathering and transforming product requirements into an actionable product roadmap.
• Strong problem-solving, organizational and analytical skills, excellent written and oral communication skills, including experience in high-level business discussions.
• Hands-on experience with UX design and flow, designing simple and intuitive user interfaces.
• Professionalism, grace under pressure, dedication and ability to work in a collaborative team environment.

Desired Skills and Experience

• Ability to deliver results in global, matrixed environments comprised of internal and external stakeholders.
• Prior CCaaS product experience a huge plus
• Working knowledge of Salesforce products and APIs is a plus.
• Experience presenting to executive leadership and handling sensitive customer situations.
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