Senior Product Manager, B2B Service Case Management & Ticketing
Core
Define and execute platform strategy for B2B case management and ticketing, modernizing Salesforce Service Cloud capabilities to improve service operations and customer experiences.
Role type
Senior Product Manager (B2B Service Operations)
Builds
Modernized case management and ticketing workflows on Salesforce Service Cloud for B2B clients
Domain
B2B Service Operations / Salesforce Platform
Deliverable
production ML models | product features
Required skills
Product strategy, case management, ticketing workflows, Salesforce Service Cloud, process improvement, Agile delivery, operational metrics, stakeholder management
Preferred skills
AI-enabled service solutions, project management, change management, Salesforce certifications
Technologies
Salesforce Service Cloud
Responsibilities
Own product vision and roadmap for case management; drive process transformation to reduce tickets and improve resolution; partner with care and servicing leaders to identify root causes; translate business needs into user stories and backlogs; use operational data to evaluate performance and prioritize investments; support change adoption for new workflows.
Seniority
Senior, hands-on IC