Product Manager- Service Cloud

Job Description

How will your role impact First Command?

We're looking for a Product Manager that will own finding ways to improve the service experience being offered to our customers, which will enable the delivery of an effective, easy and enjoyable experience for all stakeholders.

You will report to the VP, Service & Support Strategy and your role will require you to collaborate with different areas of the company to improve our existing service offerings while launching new ones.

What will you be doing?

• Build the next generation of product features for service teams across the enterprise in the Salesforce Service Cloud
• Manage and validate stakeholder requests for new service offerings and enhancements, gathering requirements down to the most basic requirements
• Ensures that product and solution meet the economic business goals established by the portfolio and develops a clear model of how the solution provides value to customers.
• Develops customer-centric ROI models that align with the value provided. Maintains and updates these models over the product-market lifecycle and in response to changing portfolio demands.
• Leverages research and continuous exploration to continually understand customer and market needs.
• Envision, define, and communicate the product roadmap. Evangelize the product vision with new ideas and features.
• Collaborate with Agile Release Trains (ARTs) and SolutionTrains to build the required functionality and responsible for ensuring the product is considered 'whole and complete' from a defined customer's perspective.
• Collaborate with IT to ensure solutions are deployed to internal customers and users; externally, product managers collaborate with an even larger set of business stakeholders to deliver products to the market.
• Understand the scope of enabler work and collaborate with System and Solution Architect/Engineering to jointly sequence the Architectural Runway that will host new business functionality.
• Active participant in biweekly System Demos. Participate in assessing Metrics, including the evaluation of business value achieved versus planned, and active participants in the Inspect and Adapt workshop.
• Supports the flow of work through the program kanban and into the program backlog, responsible for ensuring enough features are ready in the backlog.
• Presents the vision, which highlights the proposed features of the solution, along with any relevant upcoming milestones.
• Ensure their offerings are supported and enhanced to create a continuous flow of value.
• Ensures that products and solutions are supported through their operational lifecycle.

Who will you be leading?

• Teams that will be implementing and improving the Salesforce Service Cloud environment

What skills/qualifications do you need?

Education

• Bachelor's degree preferred (may consider experience in lieu of degree)

Work Experience

• Experience of at least 4 years as a Product Manager, with experience leading enterprise service initiatives
• The ideal candidate would have solutioned, evaluated and implemented service enhancing solutions in an enterprise environment
• Comfortable with defining and running tests to make decisions that will shape your product
• Defined a product vision along with short-term and long-term roadmaps to achieve it
• Experience with product releases involving system integrations
• Demonstratable examples of their user-first approach
• Able to articulate product technical solutions to development resources, without coding experience
• Well versed on new technology trends to help lead the team into adopting them for new products
• Deep knowledge about how your users use your products
• Experience organizing usability tests as well as condensing key takeaways to executives
• Able to read and synthesize product metrics to make suggestions and defend your positions based on measured product results.
• Led product initiatives collaborating with different groups to achieve the defined goals and a successful product launch.

• Product Manager I EX10 1-3 years project management/operations team leadership
• Product Manager II EX11 4-7 years experience project management/operations team leadership
• Product Manager III EX12 7+ years project management/operations team leadership
• Product Manager IV EX13 10+ years project management/operations team leadership

Certifications

• Salesforce Service Cloud certifications are a plus

Knowledge, Skills and Abilities (all are required)

• Customer Centric mindset
• Strong conflict resolution skills
• Effective Communicator/Influencer
• Servant leader
• A passion to gain strong scrum and agile training
• Growth mindset
• Strong analytical skills
• Able to pivot and function in ambiguity
• Highly collaborative and likes working in a team environment
• Effective written and oral communication skills
• Experience in financial services industry a plus
• Detail oriented and self-starter personality
• Versed in Agile product management methodology and tools
• Proven history of managing multiple product efforts simultaneously

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