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:
• Lead the global rollout of Salesforce Service Cloud by working alongside the external implementation partner
• Work with business stakeholders, Product and IT teams to address dependencies and enable integration with Salesforce products (Sales Cloud, Marketing Cloud, Data Cloud) and enterprise systems
• Define and prioritize user stories in line with business goals
• Supervise functional design, testing, and delivery to ensure high-quality execution within set timelines
• Serve as a liaison between stakeholders and technical teams to ensure clear and effective communication of requirements
• Promote standardized processes and configurations while accommodating regional business requirements
• Post-Implementation & Product Ownership:
• Define and manage the Service Cloud product roadmap in alignment with business strategies and user needs
• Organize and prioritize the product backlog to align with customer experience, business goals, and market trends
• Collect and analyze new requirements and translate them into features and enhancements
• Monitor user adoption, gather feedback, and drive continuous improvements
• Stay informed about Salesforce innovations and competitive developments to guide future product enhancements
• Collaborate with other product managers (Sales Cloud, Marketing Cloud) for synergy across the CRM ecosystem
• Stakeholder & Change Management:
• Build partnerships with business leaders across regions and functions (customer service, operations, IT, commercial excellence) to ensure alignment on goals
• Align global and local teams to minimize customizations and promote adoption of a standardized template
• Share product vision, roadmap, and updates effectively with stakeholders at all levels
• Support initiatives to foster user engagement and adoption through structured change management approaches

Requirements

• Background in Product Owner or Product Manager roles, managing Salesforce Service Cloud or comparable customer service platforms within enterprise settings
• Understanding of Service Cloud functionalities such as case management, omni-channel, self-service portals, and CTI integrations
• Experience in large-scale implementations involving system integrators or vendors
• Expertise in translating user stories and executing them in agile environments
• Competency in balancing global standardization with localized requirements through effective stakeholder engagement
• Understanding of product management principles such as roadmap development, backlog prioritization, and lifecycle iterations
• Proficiency in analytical thinking and solving business challenges
• Strong communication skills in English

Nice to have

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