The Manager, Product Owner for Salesforce Experience Cloud is instrumental in steering the strategic and operational aspects of Experience Cloud, aligning it with business objectives and organizational goals. This role ensures the effective deployment, customization, and utilization of Experience Cloud capabilities to improve external customer activities and deliver an optimal experience to users.
Position Responsibilities may include;
- Platform Leadership: Serve as the key stakeholder and expert on the Experience Cloud platform, aligning it with the company's customer experience strategy across channels.
- Requirements Collection: Engage with sales, customer service and support, technical teams, cross-functional and cross cloud owners to gather in-depth requirements, translating them into customer portal features and functionality.
- Backlog Management: Maintain and prioritize the product roadmap and backlog, ensuring tasks and features align with the company's customer experience strategy and objectives.
- Stakeholder Engagement: Regularly update relevant stakeholders on Experience Cloud (portal) developments, new features, and ongoing projects.
- Platform Customization: Ensure Experience Cloud is tailored to the specific needs of customers, including eCommerce, loyalty program management, warranty processing and product registration, lead management, case management, marketing assets, and other relevant features.
- Integration Oversight: Ensure that Experience Cloud is seamlessly integrated with other enterprise tools, platforms, and systems to provide a holistic customer experience.
- Data Management: Oversee data quality and accuracy, ensuring that customer information and interaction history are up-to-date and accessible.
- Training Initiatives: Provide input to training and communications content for organizational change management and support training sessions/resources for end-users to ensure they can become proficient with and can utilize its full capabilities.
- Analysis and Reporting: Regularly assess value metrics and generate reports to provide insights and recommendations for improved strategies.
- Continuous Enhancement: Keep abreast of Salesforce Experience Cloud updates and industry best practices to maintain a cutting-edge customer service platform.
- Perform other tasks as assigned
Nature & Scope:
- Ensures work is aligned with the Salesforce Platform Director’s expectations, goals, vision and overall roadmap
- Accountable for implementation of policies, processes, and procedures for short-term results
- Decisions and problem-solving are guided by policies, procedures and business plan; receives guidance from Senior Manager/Director
- Works on difficult to moderately complex issues and projects
- Provides guidance and training to subordinates
- Has authority to hir