Service Cloud Product Owner (Canada Remote)

Seeking a strategic Product Owner for Service Cloud to enhance customer support applications, partnering with stakeholders to drive strategy, backlog management, and transformational efforts.

Location: Remote (Canada)

Salary: $115,000 CAD - $125,000 CAD

Responsibilities

• Own and define a compelling vision for the Service Cloud ecosystem. Partner with business stakeholders to create and execute strategy, roadmap, and goals.
• Lead prioritization, grooming, maintenance, and health of the product backlog. Translate high-level strategic priorities into clear, actionable, and high-quality user stories and tasks for the engineering team. Balance business value and technical debt.
• Work closely with global development teams to ensure timely and accurate delivery, and anticipate and plan for risks. Participate in sprint planning and reviews. Provide clarifications and decisions promptly to keep the development process moving efficiently.
• Partner with CX/UX to design intuitive journeys. Actively listen to explicit user feedback to resolve pain points, while proactively auditing workflows to uncover and eliminate hidden friction for both customers and employees.
• Define and track product KPIs, analyzing case volume, usage data, and user feedback, to measure success, drive continuous improvement, and take proactive action to achieve strategic goals.
• Partner strategically with Customer Service, Finance, Supply Chain, Marketing, Sales, and IT to drive enterprise-wide alignment and ensure a unified vision for the support ecosystem.

Requirements

• Proven track record as a Product Owner or Product Manager, with deep, hands-on experience managing and scaling Salesforce Service Cloud (or equivalent enterprise customer support application ecosystems).
• Exceptional communication skills with a proven ability to influence, negotiate, and align priorities with senior business partners.
• Strong experience working in Agile/Scrum environments, with a mastery of translating business requirements into developer-ready technical documentation.
• A passion for user experience, data-driven decision-making, and a relentless focus on creating simple solutions to complex problems.
• Strong analytical skills with the ability to define, track, and report on product success metrics, KPIs, and user adoption.