Product Manager

Role Summary

We are seeking a Product Manager with strong experience in product management, implementation planning and large-scale system rollouts to support the progressive scale-up of Salesforce across ServiceSG's contact centre operations.

The successful candidate will work closely with business stakeholders, operations teams and technology vendors to plan and coordinate the onboarding of additional agency mailboxes and hotlines onto Salesforce. The candidate will also identify opportunities for product enhancements, process standardisation, automation and AI-enabled capabilities to improve operational efficiency and customer experience.

The role requires a strong blend of product management, business analysis, stakeholder engagement and delivery coordination, with an emphasis on driving platform adoption, continuous improvement and successful implementation of new capabilities.

Key Responsibilities

. Plan and drive the progressive onboarding of additional agency 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 the 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.

. 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.

. 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 and Skills Required

. At least 4 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.

. 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

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

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

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

. Salesforce Service Cloud, including case management, Omni-Channel, Knowledge Management or Service Cloud Voice.

. Contact centre telephony platforms such as Amazon Connect.