Service Cloud Product Owner

Job Title : Service Cloud Product Owner (PO)
Location : REMOTE
Duration : Long - Term Contract
W2 role only

Job Description
Led a Service Cloud scrum team through a global support portal redesign and phased rollout across NA, LATAM, EMEA, APAC, and MENAT owning the product from backlog to post-launch iteration.

Job Responsibilities
Managed the full backlog: user stories, acceptance criteria, sprint cadence, and multi-region delivery coordination
Aligned cross-functional stakeholders on portal architecture, Omni-Channel routing, and channel strategy including WhatsApp integration for regional preferences
Sequenced geographic regulatory compliance requirements into the roadmap, accounting for region-specific timelines
Navigated scope creep and business readiness gaps by continuously distinguishing what could ship from what needed more operational runway
Incorporated AI capabilities into the portal experience, balancing ambition with governance and regional readiness

Achievements
Delivered a consistent portal experience across five regions despite regulatory, cultural, and technical variation
Shielded the scrum team from organizational friction, maintaining delivery momentum throughout
Preserved stakeholder confidence through transparent prioritization and clear tradeoff communication amid shifting compliance timelines