Sr Salesforce Product Owner- Contact Center

Description

Now is the time to join PDS Health. You will have opportunities to learn new skills from our team of experienced professionals. If you're ready to take your career to the next level and gain valuable experience, apply today!

Overview

We are dedicated to transforming patient and provider experiences through innovative cloud solutions. We are seeking a highly skilled Sr. Product Owner with deep expertise in Salesforce Health Cloud, Data Cloud, and Marketing Cloud to lead product strategy for our Patient 360 capabilities, including contact center, marketing, patient grievances, and other back-end patient operations workflows.

Initially, this role will focus on Salesforce Health Cloud capabilities for Contact Center and Marketing Cloud/Data Cloud capabilities for marketing use cases. From there, the role is expected to expand ownership across the full Patient 360 ecosystem as we scale functionality and bring on new business areas. As Sr. Product Owner, you will define and drive the roadmap for PDS Health® Patient 360 solutions, ensuring successful delivery of high-quality products that meet agent, patient, and provider needs.

You'll be responsible for enhancing our existing Contact Center and Marketing capabilities within Salesforce, while also evaluating and potentially leading net-new implementations as functionality expands, partnering with existing and new vendors along the way. You'll work closely with engineering, design, and business operations to define requirements, prioritize features, and ensure seamless execution of product initiatives.

Responsibilities

• Define and own the product vision and roadmap for Salesforce Health Cloud, Marketing Cloud, and Data Cloud capabilities that power the PDS Health® Contact Center, Marketing, and Patient 360 roadmap, aligning with business objectives and customer needs. • Partner with business leadership to gather requirements and run working sessions with supervisors and frontline agents to surface pain points, translating support strategy into a prioritized set of epics and features. • Own and prioritize the backlog for Health Cloud, Marketing Cloud, and Data Cloud enhancements, weighing improvements to agent efficiency, patient engagement, case resolution time, and patient/provider satisfaction. • Drive adoption of omni-channel support capabilities so agents have a seamless, unified view across channels when serving patients and providers. • Own the Contact Center knowledge base strategy, ensuring agents have accurate, current, and easily searchable information at the point of service. • Collaborate with Data Cloud and marketing/service teams to ensure unified customer data feeds richer, more personalized Contact Center interactions. • Lead sprint planning, backlog refinement, and release management for Salesforce product lines, coordinating with architects, engineering, and implementation vendors. • Plan and communicate releases to minimize disruption to business operations, factoring in peak volume periods. • Report on roadmap progress and related KPIs and expected value (ex: resolution time, first-contact resolution, agent adoption, patient engagement) to senior leadership and cross-functional stakeholders. • Manage the product development lifecycle using Agile methodologies, including sprint planning, backlog/feature refinement, and release management. • Plan and coordinate product releases internally and with vendors, considering dependencies and potential impacts on other teams and systems. • Foster strong collaboration across support department teams for holistic product development. • Stay informed on healthcare industry trends, Salesforce platform updates, and competitor offerings to keep our solutions cutting-edge; actively pursue professional development and share insights with the team.