Lead Product Manager, Salesforce Service Cloud and Zoom Contact Center

We are seeking a hands-on Lead Product Manager to the Salesforce Service Cloud and Zoom Contact Center platforms with the IT Business Applications team. This is a senior individual contributor role responsible for system optimization and automation across, but not limited to, Service Cloud, Salesforce Engagement, Zoom Contact Center, Zoom Chat, and Salesforce Digital Experience. This individual should be an expert in the customer success and technical support space.

This is a unique opportunity to modernize the customer success platform within Salesforce and use native functionality within the system like Engagements and Account Plans. You will engage and collaborate with executives and operational leaders across Customer Success, Technical Support, Customer Service, and Customer Support Operations while working with an IT offshore delivery team.

Key Responsibilities
Web to Case / Email to Case
• Own and manage the end-to-end web to case and email to case processes within Salesforce Service Cloud and our Customer Portal. This includes, but not limited to, roadmap, enhancements, and continuous improvement.
• Serve as the primary subject matter expert for web to case processes, covering case assignment rules, queue-based routing, and Omni-Channel skills-based routing
• Define, document, and optimize the case routing process including data required on the case to optimize customer service and technical support’s processes and time to close metrics
• Partner with Support leadership to ensure accurate metrics are captured and reduce manual effort where possible
• Collaborate with functional leadership and stakeholders to align priorities and sequencing across Service Cloud
• Provide strategic guidance on process design and technology footprint for the support and business teams, with hands-on involvement in the implementations
Zoom Contact Center
• Assist with the end-to-end processes and technology stack around support phone queues and chat
• Serve as a subject matter expert for Zoom Contact Center and Zoom Chat
• Collaborate with IT who serves as the primary subject matter expert and system owners
• Collaborate with functional leadership, stakeholders, and IT to align priorities and sequencing across Zoom
Customer Success Platform
• Own and manage the end-to-end CSM domain built within Salesforce, this includes customizations, Salesforce Engagements, and Salesforce Account Plans
• Serve as the primary subject matter expert for CSM processes, Salesforce custom builds, Engagements, and Account Plans
• Provide strategic guidance on process design and technology footprint for the customer success and business teams, with hands-on involvement in the implementations

Product Strategy & Roadmap
• Own a minimum four-quarter rolling roadmap for Service Cloud and CSM domains, sequenced with functional leadership
• Provide strategic guidance on process design and technology footprint, including evaluation of Salesforce native capability versus AppExchange or adjacent 3rd party tools
• Contribute to CRM platform architecture and governance decisions alongside the Director and peer product managers

Delivery & Execution
• Lead discovery and design for new capabilities, producing functional and high-level technical design documents for the offshore delivery team
• Work closely with offshore Salesforce development teams across spring cycles, owning backlog priority, story quality, and acceptance
• Coordinate cross-system impacts across support / customer success automation, data enrichment, Service Cloud, and downstream reporting and data platforms
• Own release readiness, test strategy, UAT coordination with business users, deployment planning, and post-release validation
• Manage concurrent workstreams and set clear expectations with stakeholders on scope, sequencing, and timelines

Stakeholder Leadership & Enablement
• Act as the trusted advisor to Customer Support Operations, Support Leadership, and Customer Success Leadership on technology and process design
• Facilitate structured discovery session to frame problem statements, quantify business impact, and capture detailed requirements
• Communicate trade-offs and prioritization rationale clearly to senior stakeholders, and negotiate scope without eroding platform health
• Own adoption and enablement, documentation, process flows, training, and change management for new capabilities
• Mentor product owners on domain knowledge, requirements quality, and solution design

Required Experience
• 10+ years of IT or business systems experience across the full software development lifecycle: analysis, design, development, testing, implementation, and documentation
• 5+ years of hands-on experience with Salesforce Service Cloud, including configuration, data model, automation, and process design in a complex enterprise org
• 3+ years of hands-on experience with Customer Success Platforms, including Feedback Management, Customer Sentiment Tracking, and Customer 360 or equivalent platform
• Hands-on experience delivering case management, survey management, and reporting capability in Salesforce
• Experience directing offshore or distributed Salesforce development teams through agile sprint delivery

Skills & Competencies
• Deep understanding of customer support operating model: case assignment and routing rules, tiered support model configuration, skills-based routing, and survey management
• Excellent leadership and project delivery skills with a proven track record of managing cross-functional initiatives
• Strong communications skills – able to engage both technical teams and non-technical business stakeholders effectively
• Ability to prioritize and execute in a high-pressure, fast-paced environment while maintaining attentional to detail
• Flexible and adaptable in learning new technologies and evolving business requirements
• Highly self-motivated, self-directed, and collaborative team player

Education
• Bachelor’s degree (4-year) in technical or business field required
• Salesforce certifications strongly preferred: Service Cloud Consultant, Administrator, Advanced Administrator, or Platform App Builder a plus