Sr. Product Manager - Case Management & Agent Experience
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Job Description
Structured overview of role & requirementsAbout This Role
Own strategy and roadmap for Salesforce Case Management and agent support platform, modernizing agent workflows and defining system integrations.
Drive AI-assisted support capabilities including summarization, intent detection, sentiment analysis, and recommended actions to enhance agent productivity.
Partner cross-functionally with Engineering, Architecture, Operations, and Product teams to define MVPs, prioritize tradeoffs, and deliver measurable outcomes.
Minimum Requirements
7+ years of hands-on Product Management or equivalent domain experience.
Strong expertise in Salesforce Service Cloud, specifically Case Management and agent workflows.
Experience leading complex cross-functional initiatives involving Product, Engineering, Architecture, Data, AI, and Operations teams.
Work Experience Required: 7+ years in Product Management or equivalent domain experience.
Ideal Candidate Profile
Demonstrates strong platform product thinking focused on simplifying workflows and building scalable integrations rather than one-off solutions.
Able to make clear prioritization decisions balancing platform health, technical debt, and transformation needs.
Experienced working at senior level with a blend of customer, agent, operational, business, and technical insights to deliver coherent product strategies.