Service Cloud Product Owner

The Service Cloud Product Owner will define and maintain the Service Cloud and Experience Cloud product roadmap, aligning it with overall goals and customer service strategy. They will work with stakeholders to understand pain points, gather detailed requirements for new features and enhancements, and prioritize the backlog based on value and technical feasibility. This role involves translating requirements into clear, concise user stories and acceptance criteria, and collaborating with solution architects and developers to design scalable and effective solutions. Responsibilities include guiding the continuous improvement of case management processes using Service Cloud features and leading the optimization of Experience Cloud sites for self-service portals, knowledge bases, and community features. The Product Owner will oversee the product lifecycle from ideation to deployment, participate in user acceptance testing (UAT), and act as the primary contact for Service Cloud and Experience Cloud projects, providing regular updates to stakeholders. Staying up to date with new Salesforce features, industry best practices, and latest trends in customer service and self-service technologies to identify opportunities for innovation is also a key responsibility.