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Tech Stack
Tools & technologiesCloudTableau
About the role
Key responsibilities & impact- Define customer and business problems using customer feedback, operational insights, data, and stakeholder input
- Own a portfolio of lifecycle experiences and maintain a roadmap aligned to customer, operational, and business outcomes
- Prioritize investments based on customer impact, business value, risk, effort, and strategic alignment
- Lead cross-functional teams through discovery, delivery, launch, and optimization of customer lifecycle capabilities
- Serve as functional owner for Salesforce Service Cloud and related servicing platforms
- Ensure effective use of customer, account, and case data
- Design intuitive self-service and assisted-service experiences for customers and employees
- Partner with Customer Experience, Operations, Collections, Revenue Protection, Engineering, Architecture, and Analytics teams
- Define success metrics, measure performance, and continuously improve solutions based on customer, operational, and business results
- Use customer insights, data, Agile methodologies, Design Thinking, empathy mapping, and rapid prototyping to improve experiences
Requirements
What you’ll need- Proven track record managing products or complex capabilities across the full product lifecycle, from discovery and strategy through delivery, adoption, and optimization
- Hands-on experience with Salesforce Service Cloud is required
- Experience with Salesforce case management, workflow automation, Experience Cloud, CRM integrations, and customer servicing processes highly preferred
- Ability to create concise problem statements, define target users, identify root causes, and distinguish customer needs from proposed solutions
- Proven ability to align diverse partners, facilitate decisions, resolve ambiguity, and communicate tradeoffs to technical and non-technical audiences
- Experience leading Agile product teams through discovery, delivery, launch, and continuous improvement
- Experience with customer-facing and agent-facing journeys across web, mobile, contact-center, or case-management channels
- Successfully shipped technical products; fluency with APIs, data schemas, and deployment logic
- Experience supporting customer lifecycle journeys including account servicing, relocations, collections, retention, reinstatements, cancellations, contract management, revenue protection, or customer recovery programs
- Experience supporting regulated, policy-driven, or operationally complex customer experiences beneficial
- Salesforce Certification such as Admin, CPQ & Billing, or Revenue Management is a bonus
- Experience with Tableau or PowerBI is a bonus
Benefits
Comp & perks- High-impact work shaping critical customer lifecycle experiences
- Customer-centered transformation work simplifying complex experiences
- Modern Agile pace with frequent testing and wins
- Ownership of strategy, prioritization, and outcomes for a critical customer lifecycle portfolio