We're working with a major UK organisation investing heavily in its Salesforce platform as part of a wider customer service and contact centre transformation.
They're looking for an experienced Salesforce Service Cloud Product Owner / Product Manager to take ownership of the platform's ongoing development, helping improve customer experience, streamline service operations and introduce greater automation.
You'll work closely with senior stakeholders, internal technology teams and external delivery partners to shape the Salesforce roadmap and ensure the platform delivers genuine business value.
The Role
- Own and drive the Salesforce Service Cloud product roadmap, prioritising enhancements and new capabilities.
- Lead improvements across case management, omnichannel, customer journeys and service automation.
- Oversee the integration between Salesforce Service Cloud and Genesys Cloud CX, improving telephony, call routing and agent experiences.
- Identify opportunities to improve contact centre performance through AI, self-service and intelligent automation.
- Translate business requirements into clear product priorities, managing backlogs and working closely with technical delivery teams.
- Manage relationships with external Salesforce partners and technology suppliers, challenging solutions and ensuring successful delivery.
What We're Looking For
- Strong experience as a Salesforce Product Owner, Product Manager or Platform Lead, with a particular focus on Service Cloud.
- Proven experience improving Salesforce within large-scale customer service or contact centre environments.
- Good understanding of Service Cloud functionality, including case management, omnichannel, Flow and automation.
- Experience with Genesys Cloud CX, Salesforce Service Cloud Voice or other enterprise telephony integrations.
- Knowledge of IVR, intelligent call routing, conversational AI and workforce management technologies.
- Strong stakeholder management skills, with experience overseeing external systems integrators and delivery partners.
Salesforce Product Owner - Service Cloud employer: Steadman Brown
Join a dynamic and innovative UK business as a Salesforce & DealHub Consultant, where you will be part of a collaborative team that values your expertise and input. Enjoy the flexibility of remote work while benefiting from a supportive culture that prioritises professional growth and development, ensuring you have the resources to excel in your role. With competitive compensation and the opportunity to make a significant impact on the company's CRM systems, this is an excellent opportunity for those seeking meaningful and rewarding employment.
