Sr Product Manager

Role Overview We are seeking a Product Owner – ESE Customer Experience (CX) who serves as the critical intake and translation layer between business needs and technical execution. This individual will partner closely with stakeholders across Customer Experience, Sales, Service, and Technology to ensure that requests are well-defined, technically sound, and efficiently delivered—with a strong emphasis on leveraging Salesforce and adjacent technologies. This role requires a unique blend of business acumen, Salesforce platform knowledge, and delivery discipline. The ideal candidate is not just gathering requirements—they are shaping solutions, challenging assumptions, and ensuring alignment to scalable, standards-based architectures. Key Responsibilities 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. Salesforce & Technology Leadership Serve as a functional and technical bridge for: Salesforce (Service Cloud, Experience Cloud, etc.) 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 Partner with engineering teams in Agile ceremonies: Sprint planning Daily standups (as needed) Reviews and retrospectives Ensure delivered solutions meet business intent and quality standards 5. Stakeholder Engagement & Communication Build strong relationships across: Business stakeholders Engineering teams Architecture and platform governance Communicate clearly on: Priorities Trade-offs Delivery timelines-serve as a trusted advisor, not just an order taker 6. Continuous Improvement & Governance Enforce and evolve intake and delivery standards Identify opportunities to: Streamline processes Improve time-to-value Reduce redundant or low-value work Ensure alignment with enterprise architecture and Salesforce governance models Required Qualifications 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) Preferred Qualifications 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 Core Competencies 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 Equal Opportunity Employer UKG is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, disability, religion, sex, age, national origin, veteran status, genetic information, and other legally protected categories. View The EEO Know Your Rights poster ( UKG participates in E-Verify. View the E-Verify posters here ( . It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. Disability Accommodation in the Application and Interview Process For individuals with disabilities that need additional assistance at any point in the application and interview process, please email View email address on click.appcast.io . The pay range for this position is $102,300 to $147,050. The actual base pay offered may vary depending on skills, experience, job-related knowledge and work location. In addition to base pay, employees may be eligible to participate in a performance-based bonus plan and to receive restricted stock unit awards as part of total compensation. Learn more about UKG’s benefits and rewards at It is the policy of Ultimate Software to promote and assure equal employment opportunity for all current and prospective Peeps without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status entitled to protection under federal, state, or local anti-discrimination laws. This policy governs all matters related to recruitment, advertising, and initial selection of employment. It shall also apply to all other aspects of employment, including, but not limited to, compensation, promotion, demotion, transfer, lay-offs, terminations, leave of absence, and training opportunities. #J-18808-Ljbffr