Service Cloud Product Owner

Role Description

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

Key Responsibilities

• 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.
• 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.
• 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.

Company Description

Rootshell Enterprise Technologies Inc. is a recognized provider of professional IT Consulting services in the US.