Salesforce Product Manager (Scale-up & Enhancements )

Key Responsibilities

Product Rollout, Delivery & Stakeholder Management

• Plan and drive the progressive onboarding of additional mailboxes and hotlines onto Salesforce, including onboarding schedules, dependencies and readiness activities; engage business stakeholders to understand operational requirements, assess gaps against existing Salesforce capabilities and identify necessary configurations or enhancements; work with Email and Calls Product Managers to align onboarding requirements with the respective product roadmaps and priorities; identify opportunities to standardise processes, reuse existing capabilities and improve the scalability of the Salesforce solution across agencies and communication channels.

Product Backlog & Requirements Management

• Gather, analyse and document business requirements, user stories and acceptance criteria for Salesforce enhancements; maintain and prioritise the product backlog in consultation with product owners and stakeholders, considering business value, operational impact and delivery feasibility; work closely with the engineering delivery team to refine requirements, clarify business needs, manage dependencies and track implementation progress.

User Adoption, Readiness & Continuous Improvement

• Coordinate with stakeholders on UAT, training, operational readiness and go-live activities for new onboardings and enhancements; review user feedback, operational issues and product performance to identify improvement opportunities and recommend enhancements; support the development of product roadmaps, release plans and adoption strategies to drive continuous improvement of the Salesforce platform.

Experience & Skills Required

Product Management & Delivery Experience

• At least 3 years of relevant experience in product management, business analysis or delivery of enterprise applications; experience gathering business requirements, developing user stories, managing product backlogs and working with Agile delivery teams; experience coordinating system implementation, user onboarding, UAT and change management activities.

Stakeholder Management & Business Analysis

• Strong stakeholder management, communication, analytical and problem-solving skills; ability to work with business users and technical teams to translate operational needs into practical, scalable solutions; experience prioritising product enhancements based on business value, user needs and technical considerations.

Preferred Experience

Enterprise Rollout & Transformation

• Experience supporting enterprise-wide system rollouts across multiple business units or agencies.

Process Improvement & Emerging Technologies

• Experience with product analytics, workflow automation, AI-enabled customer service or process improvement.

Delivery Environment

• Experience working in a co-sourced delivery environment involving internal product owners and external engineering vendors.

Platform & Domain Knowledge

• Experience with Salesforce Service Cloud, including case management, Omni-Channel, Knowledge Management or Service Cloud Voice; experience with contact centre telephony platforms such as Amazon Connect.