As the Digital Product Manager, Service Cloud, you will help define and implement strategies to enhance customer engagement, retention, and acquisition.

You will lead efforts to deploy and embed Salesforce Service Cloud across global business units. Within a 3-person global product team (covering Sales, Marketing, and Service Clouds), you will be the primary owner for Service Cloud.

You will collaborate with an external implementation partner and cross-functional teams, including Marketing, Sales, Commercial Excellence, and IT, to ensure a successful deployment, fostering standardization and scalability. Following implementation, you will manage the product roadmap to ensure Service Cloud adapts to business needs and delivers optimal value.

Responsibilities

• Deployment & Implementation:
• Drive global Salesforce Service Cloud deployment in partnership with the external implementation partner
• Align with business stakeholders, Product and IT teams to manage dependencies and ensure integration with other Salesforce products (Sales Cloud, Marketing Cloud, Data Cloud) and enterprise systems
• Identify, refine, and prioritize user stories to align with business goals
• Supervise functional design, testing, and solution delivery to maintain quality and execute timely implementation
• Serve as a liaison between stakeholders and technical teams to ensure clarity and accurate implementation of requirements
• Promote standardized processes and configurations while addressing local business needs
• Post-Implementation & Product Ownership:
• Own the Service Cloud product roadmap in alignment with business goals and user requirements
• Prioritize the product backlog based on customer experience, business priorities, and competitive intelligence
• Evaluate and convert new requirements into actionable features and enhancements
• Track adoption metrics, gather user input, and drive ongoing Service Cloud improvements
• Monitor Salesforce innovations and competitive trends to inform product evolution
• Collaborate with peer product managers (Sales Cloud, Marketing Cloud) to maintain an integrated CRM ecosystem
• Stakeholder & Change Management:
• Work with business leaders across regions and functions (customer service, operations, IT, commercial excellence, etc.) to establish shared priorities
• Align global and local teams to reduce customizations and maximize adoption of standardized processes
• Clearly communicate product vision, roadmaps, and updates across all stakeholder levels
• Contribute to change management initiatives to boost user engagement

Requirements

• Background in Product Owner or Product Manager roles managing Salesforce Service Cloud or similar customer service platforms in enterprise environments
• Understanding of Service Cloud functionalities (case management, knowledge base, omni-channel, service console, CTI, self-service portals, etc.)
• Experience with large-scale implementations in collaboration with system integrators or external vendors
• Expertise in translating and executing user stories in agile environments
• Competency in stakeholder management and consensus-building to balance global standardization and local requirements
• Understanding of core product management principles: roadmap creation, backlog prioritization, requirement gathering, and lifecycle iteration
• Strong analytical thinking and business problem-solving skills
• Proficiency in English communication (both written and verbal)

Nice to have

• Salesforce certifications such as Service Cloud Consultant, Administrator, or Product Owner/Business Analyst
• Background in multi-region, multi-business unit implementations
• Knowledge of IT integrations with ERP, finance, or analytics systems
• Familiarity with operations or customer service functions

We offer

• International projects with top brands
• Work with global teams of highly skilled, diverse peers
• Healthcare benefits
• Employee financial programs
• Paid time off and sick leave
• Upskilling, reskilling and certification courses
• Unlimited access to the LinkedIn Learning library and 22,000+ courses
• Global career opportunities
• Volunteer and community involvement opportunities
• EPAM Employee Groups
• Award-winning culture recognized by Glassdoor, Newsweek and LinkedIn