Product Manager - Salesforce Student Experience & Case Management

Job Title: Product Manager - Salesforce Student Experience & Case Management
Job Location: Boston, MA (Remote) EST
Job Duration: 9 Months
Pay rate: $53.33/hr. on W2.

Job Description:

• Client's Information Services & Technology (IS&T) department is the central technology organization responsible for delivering digital infrastructure, applications, data services, and technical support that power teaching, learning, research, and operations across the University. IS&T consists of more than 400 staff members working across the Client, organized using a service management framework and supported by widespread ITIL certification, management framework and supported by widespread ITIL certification
• Client is seeking a deeply curious, strategically minded Product Manager to help shape the future of our enterprise Salesforce environment.
• This role sits at the intersection of business operations, technology, and human experience, driving how the University supports students, faculty, and staff through a unified, modern CRM ecosystem.
• The Product Manager will work closely with stakeholders across Enrollment Services, Student Success, and other operational units to understand their processes, SOPs, data flows, and challenges.
• They will convert that understanding into a clear future-state vision, actionable requirements, and a roadmap aligned with institutional priorities.
• Partnering with our Salesforce Director, Enterprise Architect, developers, and cross-functional teams, this role leads workshops and JAD sessions to define current state, desired outcomes, success metrics, and conceptual solution design.
• They translate this vision into well-structured user stories and acceptance criteria that enable effective, high-quality development.
• A major area of focus is Case Management and constituent support.
• Client is rebuilding its foundation for holistic, omnichannel service including telephony, marketing automation, and digital engagement.
• The Product Manager will be instrumental in aligning Salesforce capabilities with modern customer-experience standards.
• Success in this role requires broad, Client knowledge of how business processes, data, UX, and Salesforce architecture work together and the ability to connect those dots for both stakeholders and technical teams.
• Finally, this role requires strong comfort with AI-augmented workflows.
• Client expects this Product Manager to champion the use of AI tools to improve efficiency, accelerate analysis, enhance documentation, and streamline delivery.

Key Responsibilities:

• Serve as the primary product owner for Salesforce Student Experience and Case Management solutions.
• Engage with academic and administrative stakeholders to understand needs, processes, and pain points.
• Facilitate collaborative design workshops/JAD sessions to define current state, desired outcomes, and solution concepts.
• Develop a clear future-state vision and translate it into actionable roadmaps and product strategies.
• Write high-quality user stories, epics, and acceptance criteria for development teams.
• Partner with Salesforce architects and developers to ensure solutions align with best practices and institutional goals.
• Lead initiatives tied to omnichannel case management, including telephony, digital engagement, and service workflows.
• Ensure solutions support a seamless, student-centered experience across the University.
• Promote AI tools and practices that enhance productivity, documentation, and delivery speed.
• Monitor success metrics and continuously improve product functionality and user experience.

Qualifications:
Required:
• 5+ years of product management, business analysis, or CRM solution experience.
• Strong understanding of Salesforce, especially Service Cloud, Case Management, and omnichannel capabilities.
• Demonstrated ability to facilitate workshops, gather requirements, and translate complexity into clear recommendations.
• Exceptional ability to write structured, developer-ready user stories.
• Broad understanding of how business processes, data, UX, and technical architecture intersect.
• Proven ability to influence and communicate effectively with cross-functional teams.
• Comfort with using AI-powered tools to enhance personal and team effectiveness.


Preferred:
• Experience in higher education or large, complex organizations.
• Familiarity with Salesforce Experience Cloud, Marketing Cloud, or AI-driven service workflows.
• Experience with human-centered design or service design methodologies.


What Makes Someone Successful in This Role:

• Deep curiosity about how processes, data, and systems work.
• Ability to translate business complexity into simple, actionable technical direction.
• Skilled facilitator of collaborative design workshops.
• Strong grounding in Salesforce capabilities, especially around Case Management, Service Cloud, and omnichannel communications.
• Comfort operating across multiple domains (business, UX, data, tech).
• Exceptional ability to write structured, developer-ready user stories.
• Natural inclination to use AI tools to increase productivity and effectiveness.