Sr Product Manager

1. Business Intake & Demand Management - Act as the primary intake point for CX-related requests, initiatives, and enhancements - Engage stakeholders to clarify business outcomes, not just requirements - Identify root problems vs. stated solutions - Assess and prioritize requests based on value, urgency, and feasibility - Drive structured intake processes (intake forms, triage sessions, backlog grooming) 2. Solution Definition & Technical Alignment - Translate business needs into clear, actionable product requirements and user stories - Evaluate solution options with a focus on: - Speed to delivery - Alignment to Salesforce best practices - Reusability and scalability - Partner with architects and developers to ensure: - Solutions align with platform standards and governance - Avoidance of unnecessary customization or technical debt - Make informed trade-offs between configuration vs. customization 3. - Integrations and adjacent CX technologies - Maintain a working understanding of: - Salesforce data model and object relationships - Declarative tools (Flows, Validation Rules, etc.) - Development patterns (Apex, APIs, integrations - at a conceptual level) - Advocate for “clicks over code” where appropriate 4. Backlog Ownership & Delivery Execution - Own and maintain the product backlog for CX initiatives - Write and refine high-quality user stories with acceptance criteria - 4+ years of experience as a Product Owner, Business Analyst, or similar role in a technology-driven environment - Hands-on experience with Salesforce platform (admin-level or higher strongly preferred) - Strong understanding of Agile methodologies and product lifecycle management - Demonstrated ability to translate business needs into technical solutions - Experience working with cross-functional teams (business + engineering) - Salesforce certifications (e.g., Salesforce Administrator, Advanced Admin, Platform App Builder) - Familiarity with CX ecosystems (contact centers, case management, customer portals) - Experience in enterprise-scale environments with governance frameworks - Structured thinking - breaks down ambiguity into clear direction - Technical curiosity - understands enough to challenge and guide - Outcome-focused mindset - prioritizes value over activity - Influence & communication - navigates across levels effectively - Pragmatism - balances ideal vs. practical solutions What Success Looks Like: - Intake process is clear, consistent, and respected across the organization - Business requests are well-defined before reaching engineering - Solutions are delivered faster with fewer rework cycles - Salesforce platform usage is optimized and aligned to best practices - Stakeholders view this role as a trusted, strategic partner