The Manager, Product Owner for Salesforce Experience Cloud is instrumental in steering the strategic and operational aspects of Experience Cloud, aligning it with business objectives and organizational goals. This role ensures the effective deployment, customization, and utilization of Experience Cloud capabilities to improve external customer activities and deliver an optimal experience to users.
Position Responsibilities may include;
- Platform Leadership: Serve as the key stakeholder and expert on the Experience Cloud platform, aligning it with the company's customer experience strategy across channels.
- Requirements Collection: Engage with sales, customer service and support, technical teams, cross-functional and cross cloud owners to gather in-depth requirements, translating them into customer portal features and functionality.
- Backlog Management: Maintain and prioritize the product roadmap and backlog, ensuring tasks and features align with the company's customer experience strategy and objectives.
- Stakeholder Engagement: Regularly update relevant stakeholders on Experience Cloud (portal) developments, new features, and ongoing projects.
- Platform Customization: Ensure Experience Cloud is tailored to the specific needs of customers, including eCommerce, loyalty program management, warranty processing and product registration, lead management, case management, marketing assets, and other relevant features.
- Integration Oversight: Ensure that Experience Cloud is seamlessly integrated with other enterprise tools, platforms, and systems to provide a holistic customer experience.
- Data Management: Oversee data quality and accuracy, ensuring that customer information and interaction history are up-to-date and accessible.
- Training Initiatives: Provide input to training and communications content for organizational change management and support training sessions/resources for end-users to ensure they can become proficient with and can utilize its full capabilities.
- Analysis and Reporting: Regularly assess value metrics and generate reports to provide insights and recommendations for improved strategies.
- Continuous Enhancement: Keep abreast of Salesforce Experience Cloud updates and industry best practices to maintain a cutting-edge customer service platform.
- Perform other tasks as assigned
Nature & Scope:
- Ensures work is aligned with the Salesforce Platform Director’s expectations, goals, vision and overall roadmap
- Accountable for implementation of policies, processes, and procedures for short-term results
- Decisions and problem-solving are guided by policies, procedures and business plan; receives guidance from Senior Manager/Director
- Works on difficult to moderately complex issues and projects
- Provides guidance and training to subordinates
- Has authority to hire, recommend pay, establish performance and recommend for termination
- Level of signing authority established by company policy/guidelines
Knowledge & Skills:
- Deep understanding of Salesforce Cloud features and best practices.
- Strong ability to bridge the gap between technical and non-technical stakeholders.
- Excellent communication and stakeholder management abilities.
- Knowledge of Agile methodologies and processes.
- Knowledge of the Salesforce platform, including both classic and lightning versions.
Experience:
- 3-5 years of experience with Salesforce administration, customization and configurations and/or;
- 3-5 years in product management including defining roadmaps and owning product lifecycle and/or;
- 3-5 years in HVAC industry with understanding of OEM “Go-to-Market" (GTM) strategies a plus;
- 3-5 years in leadership positions leading cross functional teams.
Education/Certification:
- Bachelor's degree in Marketing, Business, Information Technology, or related field.
- Salesforce Experience Cloud certification is a significant advantage.
People Management : Yes
Physical Requirements / Work Environment:
- Must be able to perform essential responsibilities with or without reasonable accommodations. 25% travel for meetings, customer visits, training or conferences
Reports To:
- Director, Platform Owner Salesforce with dotted line to Sales Leadership
The Company provides equal employment opportunity to all employees and applicants regardless of a person’s race, color, religion (including religious dress or grooming practices), creed, national origin (including language use restrictions), citizenship, uniform service member or veteran status, ancestry, disability, physical or mental disability (including HIV/AIDS), medical condition (including cancer and genetic characteristics), genetic information, request for protected leave, marital status, sex, pregnancy, age (over 40), sexual orientation, gender, gender identity or expression, political affiliation, or any other characteristic protected by law. The Company will comply with all federal and state regulations and statutes pertaining to individuals with disabilities.
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