TELECOMMUTE Service Cloud Product Owner

We are seeking an experienced Salesforce Service Cloud Product Owner to lead a Scrum team responsible for enhancing and supporting enterprise customer service capabilities. This role will own the product roadmap, backlog prioritization, and delivery execution for Service Cloud initiatives, ensuring scalable, user-centric solutions that improve customer support operations and agent productivity., Product Ownership & Agile Leadership

• Act as the Product Owner for Salesforce Service Cloud initiatives.
• Own and manage the product backlog, ensuring clear prioritization aligned with business objectives.
• Lead Agile ceremonies including:

• Sprint planning
• Backlog grooming
• Daily stand-ups
• Sprint reviews
• Retrospectives

• Collaborate with Scrum Masters and development teams to deliver high-quality releases on schedule.
• Define product vision, roadmap, and release planning for Service Cloud enhancements.

Salesforce Service Cloud Management

• Drive configuration and optimization of:

• Case Management
• Omni-Channel Routing
• Knowledge Base
• Service Console
• Email-to-Case
• Escalation workflows
• SLAs and Entitlements

• Partner with technical teams on integrations between Salesforce and external support systems.
• Ensure platform scalability, usability, and operational efficiency.

Portal & Customer Experience Support

• Manage customer and partner portal requirements and enhancements.
• Improve self-service capabilities through:

• Knowledge articles
• FAQs
• Community portals
• Automated workflows

• Work with UX and support teams to enhance digital customer experiences.
• Analyze customer support pain points and recommend process improvements.

The ideal candidate combines strong Product Owner expertise with deep knowledge of Salesforce Service Cloud, customer support processes, and portal management.