Company Description
We are a Digital Product Engineering company that is scaling in a big way! We build products, services, and experiences that inspire, excite, and delight. We work at scale — across all devices and digital mediums, and our people exist everywhere in the world (19000+ experts across 33 countries, to be exact). Our work culture is dynamic and non-hierarchical. We are looking for great new colleagues. That is where you come in!
Job Description
- Support strategy and development of the CX salesforce service cloud product and account for overall product success.
- Collaborate with CX Product Business owner and technical teams to inform product strategy, design, and roadmap.
- Serve as a subject matter expert on our current/planned CX products and the custom implementation of SFSC.
- Collaborate with technical teams to inform product strategy, design, user stories and roadmap.
- Surface blockers and provide recommendations based on trade-offs to optimize user experience (including reps & consumers), time-to-market, and to clearly communicate goals, roles, responsibilities, and desired outcomes to internal stakeholders and remote teams.
- Leads Salesforce solution design & wireframing to guide team and receive sign-off from business - Manages and monitors Salesforce native release schedule and provides guidance to Capability owner on new features to adopt Product Definition and Capability Release.
- Facilitate meetings with cross-functional business and technical teams to gather product requirements and business use cases.
- Work with business owners to prioritize user stories, engineering for technical feasibility and delivery for capacity planning to ensure each sprint runs smoothly.
- Ensure there is a backlog of features and stories for supporting S&T chapter teams to deliver against (where appropriate balancing the need to advance the product with the ability for daily users to accept change).
- Work with the capability owner to design change management plans that will inform roll-out cadence and success planning - Partners with CX Capability owner on user stories and provide research where requested to further define what is possible.
- Creates features and user stories within ADO to appropriately manage the development and release process.
- Lead work between SF dev team & S&T product teams on best practices.
- Manages dedicated tester to capture acceptance criteria and run testing + coordinate UAT with CX Lead.
- Conducts deployment monitoring & verification Accountable for Success of Data Products & Growth.
- Participate in ongoing relationships with DPA & CX leadership as well as technical and business teams.
- Manage CX product life cycle from, planning, execution, and maintenance - Iterate on products, leveraging learnings from prior product builds to inform overall ideation.
- Management and documentation of release changes to the overall SFSC wiki to maintain consistency.
- Draft release note write-ups and communication for CX capability to share with relevant end users.
Qualifications
- 9+ years of salesforce service cloud product management with experience creating strategic product roadmaps and working with cross-functional teams in a highly matrixed environment, or relevant experience in a technological function.
- Minimum 3+ years of leadership and /or influencing experience.
- Experience building and launching products from ideation through launch and revision.
- Strong knowledge and experience in agile methodologies, experience working with multiple scrum teams on simultaneous builds.
- Strong experience driving and iterating salesforce products and highly technically integrated environments
- Bachelor's Degree.
- Salesforce Service Cloud expertise & certification Experience.
- Excellent communication skills, both verbal and written, along with the ability to influence and demonstrate confidence in communications with senior level management.
- Positive and flexible attitude to enable adjusting to different needs in an ever-changing environment.
- Strong leadership, organizational and interpersonal skills; comfortable managing trade-offs.
- Proactively drives impact and engagement while bringing others along.
- Ability to lead others without direct authority.
- Experience working with ADO.
Good To Have Skills: Salesforce Workflow.
Top Skills
What We Do
Nagarro helps future-proof your business through a forward-thinking, fluidic, and CARING mindset. We excel at digital engineering and help our clients become human-centric, digital-first organizations, augmenting their ability to be responsive, efficient, intimate, creative, and sustainable. Today, we are 19,000 experts across 36 countries, forming a Nation of Nagarrians, ready to help our customers succeed.