Original listing text, shown exactly as published by the company.
Primary Duties
- Understand the Problem Space: Work with business teams to understand key cross-functional operational workflows, perform current state assessments, and identify gaps to address, particularly in field-facing and customer service contexts.
- Drive Strategy and Propose Cross-functional Solutions: Own and execute the product roadmap for the Field Enablement workstream, including the development of capabilities such as account management and customer success. Distill product strategies into actionable concepts, timelines, and projects. Build and maintain short- and long-term roadmaps that deliver maximum value with minimum risk.
- Salesforce & Agentic Leadership: Act as the primary product authority for Salesforce Service Cloud implementation, ensuring a field-facing orientation that empowers Performance Coaches and for our practices. Drive the vision and delivery of Agentic AI and automation within Salesforce, focusing on "Agent" capabilities (e.g., Salesforce Agentforce) that provide proactive intelligence, automate manual tasks, and optimize customer workflows.
- Manage and Execute: Work with functional leaders from multiple operational teams to plan and execute the rollout of new workflows to users. Assist business leaders with documentation, training, and other support to manage changes. Partner with engineering leaders on the data teams to drive changes to our data infrastructure to support operational workflows.
- Communicate: Lead product forums and regular Steering Committee meetings and business council meetings with senior leaders in Product and Operations to gain buy-in, align plans, and make trade-off decisions between competing priorities.
Minimum Qualifications
- 12+ years of experience in product management or process innovation roles.
- 6+ years of related leadership experience.
- Deep experience with Salesforce (Admin or Consultant certification preferred).
- Proven track record of delivering CRM transformations in a field-facing, Customer Success, or Customer Service context.
Preferred Knowledge, Skills and/or Experience
- Strong Nice-to-Have: Focus on Agentic Experience—leveraging Salesforce Agentforce, Einstein, and Flow to automate workflows and provide predictive insights.
- Strong Nice-to-Have: Experience in health-care, life sciences, and related industries. Clinical experience is a huge plus.
Experience in customer success, client performance management, or client operations.
- Demonstrated ability to lead cross-functional teams through the product development lifecycle, ideally in a Scaled Agile (SAFe) environment.
- Ability to make well-informed decisions about strategy, priorities, and roadmap investments and motivate teams to deliver on the vision you’ve created.
- Experience building and advocating for business strategies to solve complex, enterprise-wide problems.
- Experience championing a point-of-view and gaining alignment across senior-level stakeholders.
- Strong analytical skills, with a proven ability to set and drive quantitative goals.
Physical Requirements
Sitting for prolonged periods of time. Extensive use of computers and keyboard. Occasional walking and lifting may be required.
