Product Owner, Manager

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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.

Job Title: Product Owner, Manager - SF on SF Customer Success

About the team

Digital Enterprise Technology (DET) connects people and technology to transform the future of work at Salesforce. Guided by our core values of Trust, Customer Success, Equality, Innovation, and Sustainability, we deliver business outcomes that fuel growth, drive competitive advantage, and empower our employees and customers globally. DET's scope stretches beyond traditional IT: We are also strategic partners, advocating for the best outcomes for our customers, always innovating, and helping to shape the future of work.

We oversee technology strategy, Salesforce on Salesforce, customer and partner enablement, applications engineering, infrastructure, collaboration, enterprise operations, architecture, and program enablement. We are Customer Zero, the best example of Salesforce products delivered globally, at scale, sustainably.

We are looking for an experienced Product Owner, Manager who is excited to drive innovation at the intersection of AI, service, and customer experience. Agentforce is our AI-powered support experience, helping customers get answers faster and connect with experts when it matters most. This candidate is enthusiastic about leading the design, execution, and strategy for effective, scalable, end-to-end business solutions for our world-class Customer Success organization at Salesforce. This is a rare opportunity to help Salesforce's Customer organization be productive using Salesforce technology, so they can focus their time on Customer success, adoption and engagement. If you're passionate about simplifying the support experience, designing intuitive user journeys, and building products that reach millions, this is your moment.

Your Impact - Responsibilities:

• Deliver business value driven, scalable, and innovative solutions involving integrations using our internal Salesforce Service & Experience Cloud, Slack platforms and 3rd party product integrations

• Work with Senior Executive stakeholders to drive alignment and deliver multi-faceted capabilities; assess, initiate, prioritize, refine, and drive scalable technology solutions

• Collaborate with security, architecture, engineering, quality, design, and program management partners in coordinating delivery of complex objectives under a tight deadline

• Accountability for team integrity, product excellence, decision making, delivery estimates and roadmaps, client communications, and project outcomes.

• Manage delivery expectations with internal customers, driving a multi-tier communication cadence with stakeholders at the executive and operational level

• Create and refine a backlog of well-formed stories for implementation by the scrum team(s) involved in delivery

• Manage and communicate tradeoff decisions between scope and schedule

• Help the business determine solution/feature return on investment in the context of prioritization

• Navigate sophisticated situations involving multiple parties, rapidly assessing context and driving the right resources to resolution

• Review technical solutions for compliance to business processes and objectives, as well as IT standards

• Find opportunities for process optimization, process redesign, or development of new processes/policies

• Strong product management skills anchored in human centered design thinking to help build and deliver on enterprise scale products for Customer Success Domain

• See opportunities across the enterprise to scope, prioritize and roadmap their implementation

• Own the delivery of the product roadmap incorporating projects, features and other key initiatives

• Act as a team lead on highly visible projects and critical assignments

• Work proactively to predict and minimize potential issues before they arise, and resolve those that do in a timely manner

• Communicate at both the business and technical level (written and verbal)

• Bachelor's Degree in Computer Science, Engineering, or related technical field, or equivalent experience

• 6+ years demonstrated ability with Salesforce implementation (CRM, Service Cloud, Slack, Platform, Product Integrations) in product ownership or product management roles and leading Agile software projects

• Experience with Salesforce system implementations and solution architecture for global companies with complex business processes

• Experience with Jobs to be Done Framework

• Experience with automation, productivity tools and processes especially in areas of Account Management, Customer Success, Support, and Slack

• Experience with executive presentations and storytelling, presenting complex ideas in a clear, concise fashion to technical and non-technical audiences

• Ability to work in a fast paced environment and juggle multiple projects and tasks

• Demonstrated knowledge of project management concepts and techniques required

• Excellent interpersonal communication, influencing, and team building experience

• Product mindset, product management, and first principles thinking skills

• Agile/scrum certifications

• Salesforce Administrator Certification, Sales Cloud Consultant Certification, Service Cloud Certification, Slack Admin Certification

• Knowledge in Salesforce architecture components, principles, procedures and practices

Unleash Your Potential

When you join Salesforce, you'll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we'll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future - but to redefine what's possible - for yourself, for AI, and the world.

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Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that's inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications - without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.