Senior Service Cloud Product Owner

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3 days ago

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Included Health

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SaaS • B2B • HR Tech

Included Health is a healthcare technology company that delivers personalized, employer- and health-plan-focused primary, urgent, and behavioral health care through a single app and a network of virtual and in-person services. It blends AI-driven tools and human care teams to provide 24/7 care coordination, billing and claims advocacy, second opinions from leading specialists, and mental-health support, with the goal of lowering employer healthcare costs and improving member experience and inclusivity.

1001 - 5000 employees

☁️ SaaS

🤝 B2B

👥 HR Tech

📋 Description

• Define and maintain the Service Cloud and Experience Cloud product roadmap, aligning it with overall goals and customer service strategy. • Work with stakeholders to understand pain points, gather detailed requirements for new features and enhancements, and prioritize the backlog based on value and technical feasibility. • Translate requirements into clear, concise user stories and acceptance criteria. Collaborate with solution architects and developers to design scalable and effective solutions within Service Cloud and Experience Cloud. • Guide the continuous improvement of case management processes, using Service Cloud features like omni-channel routing, entitlements, service level agreements (SLAs), and workflow automation to enhance efficiency and effectiveness. • Lead the optimization of our Experience Cloud sites, focusing on self-service portals, knowledge bases, and community features to improve client user engagement and reduce ticket volume. • Oversee the entire product lifecycle from ideation to deployment. Participate in user acceptance testing (UAT) to ensure delivered solutions meet business needs and quality standards. • Act as the primary contact for Service Cloud and Experience Cloud projects, providing regular updates to stakeholders and managing expectations. • Stay up to date with new Salesforce features, industry best practices, and latest trends in customer service and self-service technologies to identify opportunities for innovation.

🎯 Requirements

• Bachelor's degree in Business, Information Systems, Computer Science, or equivalent practical experience. • 5+ years of progressive experience as a Product Owner or Business Analyst specifically with Salesforce Service Cloud. • Demonstrated experience designing and optimizing case management processes. • Proven experience with Salesforce Experience Cloud (formerly Community Cloud), including setup, configuration, and enhancement of customer or member portals. • Deep understanding and practical application of Salesforce Service Cloud capabilities, including Case Management, Omni-Channel, Knowledge, Live Agent/Chat, and Service Console. • Experience with Salesforce Experience Cloud features, including site creation, audience targeting, user profiles, permissions, and custom components. • Familiarity with Salesforce declarative configuration (Flow, Process Builder, Validation Rules, Workflows). • Understanding of Salesforce data model, security model, and reporting capabilities. • Work with development teams, providing clear requirements and participating in technical discussions. • Experience with Agile/Scrum methodologies and tools (e.g., Jira, Azure DevOps). • A customer-centric mindset with a passion for delivering exceptional user experiences.

🏖️ Benefits

• Remote-first culture • 401(k) savings plan through Fidelity • Comprehensive medical, vision, and dental coverage through multiple medical plan options (including disability insurance) • Paid Time Off ("PTO") and Discretionary Time Off ("DTO") • 12 weeks of 100% Paid Parental leave • Family Building & Compassionate Leave: Fertility coverage, $25,000 for surrogacy/adoption, and paid leave for failed treatments, adoption or pregnancies. • Work-From-Home reimbursement to support team collaboration home office work