Sr Salesforce Product Owner- Contact Center at PDS Health in US-TX-Irving

Job 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!
• 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.

Requirements

• 8+ years of related experience, including 3+ years as a Technical Product Owner in Agile development.
• Bachelor's degree in a related field (Computer Science, Engineering, Business, or similar) or equivalent work experience.
• Strong IT background with deep understanding of development principles and concepts. Proven expertise in Salesforce Health Cloud, Marketing Cloud, and Data Cloud, along with solid knowledge around APIs, system architectures, and cloud environments such as AWS, Azure, and GCP.
• Highly organized, with the ability to translate complex technical information into clear epics, features, and user stories for technical and non-technical audiences. Experience with prioritization frameworks (ex: MoSCoW, Value vs. Effort, Kano Model).
• Significant experience leading products with budgets of $1M or more. Demonstrated ability to prioritize, manage risk, and track progress within a large organization. Experience with stakeholder management at all levels.
• Certified Product Owner, Scaled Agile Framework (SAFe), or related certification/experience.
• Effective interpersonal, verbal, and written communication and negotiation skills.
• Ability to prioritize and execute initiatives, and to draw valid conclusions, apply sound judgment, and make decisions under pressure.
• Ability to stay current on technology trends and operational initiatives impacting IT planning.
• Ability to build and maintain productive working relationships with team members and support department leaders, instilling trust, alignment, and transparency.
• Strong grounding in communication fundamentals, teambuilding, influencing, and cross-functional collaboration.
• Ability to interpret and apply policies and procedures.
• Master's degree in Engineering, Computer Science, Information Technology, or related field.
• Experience in dental, healthcare, or another regulated industry.
• Solid technical understanding of Salesforce modules, architecture, and cloud concepts.
• Excellent communication and interpersonal skills; ability to thrive in a fast-paced, collaborative environment

Skills

Required

• Salesforce Health Cloud
• Marketing Cloud
• Data Cloud
• APIs
• System architectures
• Cloud environments (AWS, Azure, GCP)
• Agile development
• Product ownership
• Stakeholder management
• Risk management
• Budget management

Benefits

• Medical, dental, and vision insurance
• Paid time off
• Tuition Reimbursement
• 401K
• Paid time to volunteer in your local community
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• $117,000.00-$153,000.00 / Annually