Job Requisition ID #

26WD101159

Position Overview

We are looking for a Senior Product Manager to own Salesforce Case Management and the broader support platform experience. This role will drive the Case Management strategy and roadmap, modernize agent workflows, and define how Salesforce integrates with upstream and downstream systems.
Solid Salesforce Service Cloud and Case Management experience is essential, along with platform product thinking, integration knowledge, and the ability to make transparent prioritization and ownership decisions. The role will also help shape AI-assisted support and agent productivity capabilities, working closely with Engineering, Architecture, Operations, and other Product teams.

Responsibilities

What You Will Own

• Own the product strategy and roadmap for Salesforce Case Management and the agent support platform
• Apply robust Salesforce Service Cloud expertise, especially around the case lifecycle, data model, agent workflows, ownership, transfer, escalation, and closure
• Define the end-to-end Case Management product contract,



including what data Salesforce receives, stores, exposes, routes on, and reports on
• Drive the modernization of legacy case workflows and simplify fragmented or manual agent experiences
• Define reusable integration and workflow patterns across upstream and downstream systems instead of creating one-off solutions
• Partner closely with Engineering, Architecture, Routing, Taxonomy, and business teams to define MVPs, dependencies, acceptance criteria, and measurable outcomes
• Own prioritization and product tradeoffs across platform health, agent productivity, technical debt, and future Salesforce transformation

AI and Intelligent Support

• Define where AI should assist agents and where deterministic workflows should remain in control
• Shape AI-assisted capabilities such as summarization, intent detection, sentiment signals, recommended actions, similar case suggestions, and guided troubleshooting
• Defi

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