Service Cloud Product Owner (Canada Remote)
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Key skills for this role
About the Role
Motorola Solutions is seeking a strategic Product Owner for Service Cloud to drive the evolution of customer support applications. You will own the product vision, manage the backlog, and work with global teams to deliver seamless digital experiences.
Key Skills for This Role
Responsibilities
- Own and define a compelling vision for the Service Cloud ecosystem
- Partner with business stakeholders to create and execute strategy, roadmap, and goals
- Lead prioritization, grooming, maintenance, and health of the product backlog
- Translate high level strategic priorities into clear, actionable, and high quality user stories and tasks for the engineering team
- Work closely with global development teams to ensure timely and accurate delivery, and anticipate and plan for risks
- Partner with CX/UX to design intuitive journeys
- Define and track product KPIs, analyzing case volume, usage data, and user feedback
- Partner strategically with Customer Service, Finance, Supply Chain, Marketing, Sales, and IT to drive enterprise wide alignment
Requirements
- Bachelor’s Degree with 5+ years of product management/product owner experience
- Proven track record as a Product Owner or Product Manager with deep, hands on experience managing and scaling Salesforce Service Cloud (or equivalent enterprise customer support application ecosystems)
- Exceptional communication skills with a proven ability to influence, negotiate, and align priorities with senior business partners
- Strong experience working in Agile/Scrum environments, with a mastery of translating business requirements into developer ready technical documentation
- A passion for user experience, data driven decision making, and a relentless focus on creating simple solutions to complex problems
- Strong analytical skills with the ability to define, track, and report on product success metrics, KPIs, and user adoption
Full Job Posting
Overview
- We are seeking a strategic, high caliber Product Owner, Service Cloud to join our Customer Support IT organization.
- Our mission is to deliver seamless, frictionless digital experiences for our customers, partners, and employees alike.
- In this role, you will be the driving force behind the evolution of our assisted service customer support applications.
Responsibilities
- Product Vision & Strategy: Own and define a compelling vision for the Service Cloud ecosystem. Partner with business stakeholders to create and execute strategy, roadmap, and goals.
- Backlog & Execution Management: Lead prioritization, grooming, maintenance, and health of the product backlog. Translate high level strategic priorities into clear, actionable, and high quality user stories and tasks for the engineering team. Balance business value and technical debt.
- Product Delivery & Agile Execution: Work closely with global development teams to ensure timely and accurate delivery, and anticipate and plan for risks. Participate in sprint planning and reviews. Provide clarifications and decisions promptly to keep the development process moving efficiently.
- User Experience: Partner with CX/UX to design intuitive journeys. Actively listen to explicit user feedback to resolve pain points, while proactively auditing workflows to uncover and eliminate hidden friction.
- Data Driven Performance: Define and track product KPIs, analyzing case volume, usage data, and user feedback, to measure success, drive continuous improvement, and take proactive action to achieve strategic goals.
- Cross Functional Leadership: Partner strategically with Customer Service, Finance, Supply Chain, Marketing, Sales, and IT to drive enterprise wide alignment and ensure a unified vision for the support ecosystem.
Requirements
- Proven track record as a Product Owner or Product Manager, with deep, hands on experience managing and scaling Salesforce Service Cloud (or equivalent enterprise customer support application ecosystems).
- Exceptional communication skills with a proven ability to influence, negotiate, and align priorities with senior business partners.
- Strong experience working in Agile/Scrum environments, with a mastery of translating business requirements into developer ready technical documentation.
- A passion for user experience, data driven decision making, and a relentless focus on creating simple solutions to complex problems.
- Strong analytical skills with the ability to define, track, and report on product success metrics, KPIs, and user adoption.
Compensation
- Target Base Salary Range: CAD 115,000 CAD 125,000 CAD
- Pay within this range varies and depends on job related knowledge, skills, and experience.
Basic Requirements
- Bachelor’s Degree with 5+ years of product management/product owner experience
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