About This Role
Product Owners help transform the experience of thousands of customer service colleagues who support millions of customers every year. This role involves owning the roadmap and backlog for agent-facing capabilities within Salesforce Service Cloud, aiming to create a faster, simpler, and more intuitive experience for customer service teams. It is a highly visible position where you will help shape the future of customer service through platform optimisation, automation, and AI-enabled capabilities.
Responsibilities
- Own and prioritise the product backlog for Salesforce Service Cloud agent-facing capabilities
- Work directly with customer service teams to understand challenges, identify opportunities, and shape solutions that deliver real business value
- Drive continuous improvement of the agent desktop experience, simplifying workflows and reducing unnecessary effort
- Translate business needs and product objectives into clear user stories and acceptance criteria for delivery teams
- Prioritise work based on customer impact, operational value, risk, and strategic goals
- Lead backlog refinement and support agile ceremonies, ensuring teams remain focused on delivering valuable outcomes
- Work closely with Product Managers, Business Analysts, UX designers, engineers, architects, and operational stakeholders throughout the delivery lifecycle
- Define and accept completed work, ensuring solutions are fit for purpose and ready for operational use
- Help shape the adoption of AI-powered agent assistance and automation, ensuring solutions deliver measurable benefits for both colleagues and customers
- Monitor performance metrics and user feedback to continuously improve the service and demonstrate value delivered
Requirements
- Proven Product Owner experience within agile delivery environments
- Strong Salesforce Service Cloud experience, including agent desktop, case management, knowledge management, routing, and workflow automation
- Experience delivering improvements within customer service or contact centre environments
- Ability to translate business requirements into well-defined user stories and acceptance criteria
- Strong prioritisation and stakeholder management skills
- Experience working with cross-functional teams including engineering, architecture, UX, and business stakeholders
- A data-driven approach to decision-making and continuous improvement
- Excellent communication and facilitation skills
Nice to have:
- Experience with Salesforce Agentforce, generative AI, or intelligent automation solutions
- Experience integrating Salesforce with contact centre platforms such as Genesys
- Experience within large-scale customer service, retail, logistics, or operational environments
