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Why UKG: At UKG, the work you do matters. The code you ship, the decisions you make, and the care you show a customer all add up to real impact. Today, tens of millions of workers start and end their days with our workforce operating platform. Helping people get paid, grow in their careers, and shape the future of their industries. That’s what we do.

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We never stop learning. We never stop challenging the norm. We push for better, and we celebrate the wins along the way. Here, you’ll get flexibility that’s real, benefits you can count on, and a team that succeeds together. Because at UKG, your work matters—and so do you. Lead, Product Management – Salesforce Service Cloud / Experience Cloud The CX organization is seeking a Lead, Product Management professional to own and evolve our Salesforce Service Cloud and Experience Cloud (Community Cloud) platforms supporting global Customer Support operations.

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This role is responsible for defining product vision, strategy, and roadmap for customer support technologies, ensuring alignment with business goals and delivering measurable value. The ideal candidate combines deep Salesforce platform expertise with robust customer support domain knowledge and a strategic product mindset.

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As a key member of the CX team, the individual will drive platform innovation, stakeholder alignment, and end-to-end product lifecycle management.

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- Key Responsibilities

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Product Strategy & Vision

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- Define and own the product vision, roadmap, and long-term strategy for Salesforce Service Cloud and Experience Cloud platforms.
- Align platform capabilities with evolving Customer Support goals, digital transformation initiatives, and operational excellence targets.




- Identify opportunities to enhance customer and agent experience through automation, AI, self-service, and workflow optimization.
- Product Ownership & Delivery
- Own the product backlog, prioritize enhancements, and balance technical debt, production support, and strategic initiatives.
- Lead delivery of small, medium, and large-scale enhancements and transformation programs.
- Serve as the functional and product lead for initiatives, partnering with Project Managers to manage scope, risks, dependencies, and timelines.
- Ensure solutions maximize out-of-the-box Salesforce capabilities while strategically leveraging custom development when required.
- Stakeholder Engagement & Cross-Functional Leadership
- Build strong relationships with global and regional Customer Support stakeholders.
- Act as the primary product point-of-contact for business leadership.
- Translate business needs into clear product requirements, user stories, and acceptance criteria.
- Facilitate workshops, roadmap discussions, and cross-functional alignment sessions.
- Drive consensus across business and technical teams.
- Solution Design & Platform Governance
- Guide solution design in collaboration with Technical Leads, Salesforce Developers, and Integration teams.
- Ensure adherence to Salesforce best practices, architectural standards, and scalable design principles.




- Evaluate and recommend platform enhancements, integrations, and ecosystem tools.
- Customer Support Domain Leadership
- Leverage deep expertise in:

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o Multi-channel Contact Center operations o Case management & workflow automation o Knowledge management o Self-service portals & communities o Reporting & analytics o IVR & CTI integrations

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- Continuously improve agent productivity, customer satisfaction, and operational KPIs.
- Quality, Testing & Release Management
- Partner with QA teams to ensure comprehensive functional, regression, and UAT coverage.
- Oversee release planning and change management processes.
- Support governance and continuous improvement of release management practices. Requirements:

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 8+ years of experience in Salesforce platform roles, including product management, business systems analysis, or solution ownership.

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 4+ years of global Customer Support domain experience in cloud-based environments.

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 4+ years of hands-on Salesforce experience, including:

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- Service Cloud
- Experience Cloud (Community Cloud)

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 Salesforce Administrator Certification (required)

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 Service Cloud Consultant and/or Experience Cloud Consultant certifications (preferred)

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 Strong understanding of Salesforce platform capabilities, architecture, limitations, and best practices.

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 Experience with integrations, CTI/IVR systems, and enterprise ecosystems.

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 Experience with ServiceNow or similar ITSM tools (preferred).

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 Experience with release management processes and tools (preferred). Core Competencies

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- Strategic product thinking and roadmap ownership
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Apply on Kit Job: kitjob.in/job/44a0io

📌 Lead Business Systems Analyst (Bengaluru)
🏢 Ukg
📍 Bengaluru