Manager Product Owner Salesforce Experience Cloud

Daikin Comfort is seeking a Manager, Product Owner for Salesforce Experience Cloud to steer the strategic and operational aspects of Experience Cloud. This role focuses on aligning Experience Cloud with business objectives, ensuring effective deployment, customization, and utilization to enhance customer activities and user experiences.

Responsibilities:

• Serve as the key stakeholder and expert on the Experience Cloud platform, aligning it with the company's customer experience strategy across channels
• Engage with sales, customer service and support, technical teams, cross-functional and cross cloud owners to gather in-depth requirements, translating them into customer portal features and functionality
• Maintain and prioritize the product roadmap and backlog, ensuring tasks and features align with the company's customer experience strategy and objectives
• Regularly update relevant stakeholders on Experience Cloud (portal) developments, new features, and ongoing projects
• Ensure Experience Cloud is tailored to the specific needs of customers, including eCommerce, loyalty program management, warranty processing and product registration, lead management, case management, marketing assets, and other relevant features
• Ensure that Experience Cloud is seamlessly integrated with other enterprise tools, platforms, and systems to provide a holistic customer experience
• Oversee data quality and accuracy, ensuring that customer information and interaction history are up-to-date and accessible
• Provide input to training and communications content for organizational change management and support training sessions/resources for end-users to ensure they can become proficient with and can utilize its full capabilities
• Regularly assess value metrics and generate reports to provide insights and recommendations for improved strategies
• Keep abreast of Salesforce Experience Cloud updates and industry best practices to maintain a cutting-edge customer service platform
• Perform other tasks as assigned

Requirements:

• Deep understanding of Salesforce Cloud features and best practices
• Strong ability to bridge the gap between technical and non-technical stakeholders
• Excellent communication and stakeholder management abilities
• Knowledge of Agile methodologies and processes
• Knowledge of the Salesforce platform, including both classic and lightning versions
• 3-5 years of experience with Salesforce administration, customization and configurations
• 3-5 years in product management including defining roadmaps and owning product lifecycle
• 3-5 years in leadership positions leading cross functional teams
• Bachelor's degree in Marketing, Business, Information Technology, or related field
• 3-5 years in HVAC industry with understanding of OEM 'Go-to-Market' (GTM) strategies a plus
• Salesforce Experience Cloud certification is a significant advantage