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.