Case Management Product Jobs

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Product Owner - CX Technology Product

Experis Remote 🌍 Remote

Remote

Today

Full time Marketing Ai Workflows Application Support

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Job Description

Remote Product Owner role within the Customer Experience Support team, owning the strategy and roadmap for customer service technology across multiple platforms.

Responsibilities

Own end-to-end product strategy and roadmap for the customer service technology suite spanning Salesforce Service Cloud, IVR platforms, Zigtree, Sprout, and Case Management.
Set long-term technology vision for customer service, including evaluation of platform consolidation, build vs buy decisions, and emerging capabilities such as AI and automation.
Act as the senior liaison between executive business stakeholders and technical teams to convert business strategy into a prioritized, cross-platform roadmap.
Define and prioritize a unified product backlog across new capabilities, platform enhancements, and operational stability.
Lead discovery and requirements gathering for new portfolio capabilities, ensuring integration readiness and scalability.

Requirements

Bachelor’s degree in Business, Information Systems, Computer Science, or a related field; MBA is a plus.
10+ years of product management experience, including 5+ years leading customer service or contact center technology platforms.
Proven experience driving enterprise-scale, multi-platform customer service technology transformations.
Deep understanding of customer service operations, contact center technology, and omnichannel support models.
Strong leadership skills, including building and managing product teams using agile methodologies.

Technology Focus

Salesforce Service Cloud
IVR platforms
Zigtree
Sprout
Case Management
AI and automation
Agile methodologies

Benefits

Medical and Prescription Drug Plans
Dental Plan
Vision Plan
Health Savings Account
Health Flexible Spending Account
Dependent Care Flexible Spending Account
Supplemental Life Insurance
Short Term and Long Term Disability Insurance
Business Travel Insurance
401(k) with Plus Match
Weekly Pay

Location: Remote

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