_To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts._ **Job Category** Products and Technology **Job Details** Team Overview Service Cloud is the world's number one customer service application and a rapidly growing $7B business. Our product management team leads the development and growth of the product areas within our award winning customer service portfolio, across Customer Service, Contact Center, and Field Service applications. Our team leads all aspects of product development including research, vision, competitive positioning, roadmap, and delivery. Product Overview Salesforce announced _Service Cloud Voice_ in November 2019 to bring phone support into the most complete and connected service platform as a digital channel. Service Cloud Voice allows customers to quickly get up and running with a support number, build an IVR and configure call routing, surface calls in an omnichannel agent workspace, capture realtime call transcripts, arm agents with AI-powered recommendations, workflow automation & call wrap up, and allow supervisors to monitor calls, coach agents, and improve phone support operations. Service Cloud Voice is available out of the box powered by Amazon Connect, or is available to use with an expanding ecosystem of CCaaS providers. Service Cloud Voice is an especially strategic product for Salesforce as we capture the opportunity to transform the legacy Contact Center into a digital, intelligent Customer Engagement Center. Role Overview This role calls for a strong, proactive leader capable of autonomously leading the growth and development of one of our most strategic product areas. You have demonstrated an excellent track record for driving new product capabilities from initial concept to successful delivery and market adoption. You are comfortable with ambiguity and launching products in a new market. You can lead team to rapidly iterate and improve this new product, grow and support customers, build long term strategy with partners in marketing and business and ultimately help grow the product team. Responsibilities + Own the product vision for Service Cloud Voice. Ensure that it aligns with the overall Service Cloud and Salesforce vision. Be an expert on the Contact Center domain, the ecosystem, the trends. Evangelize our vision for deeply integrated phone support constantly so all stakeholders are aligned, have context, and understand where we are going. + Represent the customer. Be the champion and voice of customers. Build impactful, personal customer relationships. Bring the customer's voice into the creation process. Own requirements, specifications, and release plans. + Drive for the best experience possible for agents, supervisors, and the customers they serve. Work with the UX and Engineering teams to deliver a world-class product driven by customers, prospects, advisory teams, and internal product experts. Drive the end-to-end feature delivery cycle. + Measure and drive success. Drive Service Cloud Voice's ACV growth as a product, working with our marketing and field teams. Develop ways to constantly define and monitor success beyond ACV. Define what success means for each feature and each function before it even goes to development. + Collaborate across teams, across Service Cloud and beyond. We win or lose as a team. Product managers play a critical role in creating alignment between engineering teams and stakeholders across Salesforce. A collaborative attitude is essential to the job. + Communicate clearly and efficiently. Coordinate product release and launches. Define expectations for engineering teams and hold them accountable to success and failures. Work closely with product marketing managers to promote your products both internally and externally and ensure a cohesive message. + Represent Salesforce as a domain and product expert at customer interactions, industry and corporate events, with our ecosystem CCaaS partners, and online in our customer community and through social networking. + Mentor, coach, and lead the Service Cloud Voice product management team Required Skills + 10+ years of product management experience, including experience with Contact Center as a Service software + Experience gathering and transforming business requirements and market needs into a successful product strategy. + Strong organizational as well as written and oral communication skills. + Comfort in high-level business discussions with internal and external executives. + Proven ability to deliver on commitments. + Ability to lead and work autonomously. + Ability to handle multiple competing priorities in a fast-paced environment. + Strong troubleshooting and analytical thinking skills. + Bachelor's degree (technical disciplines preferred). Desired Skills + CRM/Salesforce experience is a very strong plus. + Experience presenting to executive leadership and handling sensitive customer situations. + Strong user experience/design sense, with a record of building great products. + Experience with agile development methodologies like Scrum is a plus. + Understanding of software architecture and object oriented design is a plus. + Experience with customer service software products is a plus. + Experience with call center technologies and processes is a plus. + MBA is a plus. Location and Travel + This position will be based in Salesforce's San Francisco office, but is an "Office-Flexible" role + This position will require up to 20% travel to coordinate with other development locations, visit customers and partners, and represent Voice at industry events. **Accommodations** If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form (https://careers.mail.salesforce.com/accommodations-request-form) . **Posting Statement** At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at Salesforce and explore our benefits. Salesforce.com and Salesforce.org are Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Salesforce.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay any third-party agency or company that does not have a signed agreement with Salesforce.com (http://salesfore.com/) or Salesforce.org . Salesforce welcomes all. Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records. Founded in 1999, Salesforce is the global leader in Customer Relationship Management (CRM). Companies of every size and industry are using Salesforce to transform their businesses, across sales, service, marketing, commerce, and more by connecting with customers in a whole new way. We harness technologies that can revolutionize companies, careers, and, hopefully, our world. Salesforce is built on a set of four core values: Trust, Customer Success, Innovation, and Equality. By making technology more accessible, we're helping create a future with greater opportunity and equality for all. This has taken our company to great heights, including being ranked by Fortune as one of the "Most Admired Companies in the World" and one of the "100 Best Companies to Work For" eleven years in a row, and named "Innovator of the Decade" and one of the "World's Most Innovative Companies" eight years in a row by Forbes. There are those who choose to work with the best and brightest. And then, there are those who want to do more than just a job. 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Source : Salesforce.com, Inc