Product Manager

JOHN ETHANS INTERNATIONAL PTE. LTD.; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

JOHN ETHANS INTERNATIONAL PTE. LTD. in Singapore seeks a Product Manager to lead Salesforce onboarding and large-scale rollout across ServiceSG. You will partner with business stakeholders, operations teams and tech vendors to plan onboarding schedules, dependencies and readiness activities.

The role requires a strong blend of product management, business analysis, stakeholder engagement and delivery coordination, with emphasis on platform adoption and continuous improvement of new capabilities.

Qualifications

• 4+ years in product management or delivery of enterprise applications.
• Experience gathering requirements, developing user stories and managing backlogs.
• Experience coordinating system implementations and onboarding activities.
• Strong stakeholder management and communication skills.
• Ability translate operational needs into scalable solutions.
• Experience prioritising product enhancements based on business value.

Responsibilities

• Plan and drive onboarding of agency mailboxes and hotlines onto Salesforce.
• Engage stakeholders to understand requirements and identify configurations or enhancements.
• Collaborate with Email and Calls Product Manager to align onboarding with roadmaps.
• Standardise processes and improve Salesforce scalability across agencies.
• Gather, analyse and document business requirements, user stories and acceptance criteria.
• Prioritise product backlog with product owners and stakeholders.
• Coordinate with engineering to refine requirements and track progress.
• Coordinate with stakeholders on UAT, training, readiness and go-live.
• Review feedback and opportunities for enhancements and adoption strategies.

Skills

Product management

Business analysis

Delivery coordination

Stakeholder engagement

Agile delivery

Requirements gathering

User stories

UAT

Education

Tools

Salesforce

JIRA

UAT tools

Job description

RoleSummary

WeareseekingaProductManagerwithstrongexperienceinproductmanagement, implementationplanningandlarge-scalesystemrolloutstosupporttheprogressive scale-up of Salesforce across ServiceSG's contact centre operations.

The successful candidate will work closely with business stakeholders, operations teams and technology vendors to plan and coordinate the onboarding of additional agency mailboxes and hotlines onto Salesforce. The candidate will also identify opportunitiesforproductenhancements,processstandardisation,automationandAI-enabled capabilities to improve operational efficiency and customer experience.

The role requires a strong blend of product management, business analysis, stakeholder engagement and delivery coordination, with an emphasis on driving platformadoption,continuousimprovementandsuccessfulimplementationofnew capabilities.

KeyResponsibilities

• Plananddrivetheprogressiveonboardingofadditionalagencymailboxesand hotlinesontoSalesforce,includingonboardingschedules,dependenciesand readiness activities.
• Engagebusinessstakeholderstounderstandoperationalrequirements,assess gaps against existing Salesforce capabilities and identify necessary configurationsorenhancements.
• WorkwiththeEmailandCallsProductManagerstoalignonboarding requirements with the respective product roadmaps and priorities.
• Identifyopportunitiestostandardiseprocesses,reuseexistingcapabilitiesand improve the scalability of the Salesforce solution across agencies and communicationchannels.
• Gather,analyseanddocumentbusinessrequirements,userstoriesand acceptance criteria for Salesforce enhancements.
• Maintainandprioritisetheproductbackloginconsultationwithproductowners and stakeholders, considering business value, operational impact and delivery feasibility.
• Workcloselywiththeengineeringdeliveryteamtorefinerequirements,clarify business needs, manage dependencies and track implementation progress.
• CoordinatewithstakeholdersonUAT,training,operationalreadinessandgo-live activities for new onboardings and enhancements.
• Reviewuserfeedback,operationalissuesandproductperformancetoidentify improvement opportunities and recommend enhancements.
• Supportthedevelopmentofproductroadmaps,releaseplansandadoption strategies to drive continuous improvement of the Salesforce platform.

ExperienceandSkillsRequired

• Atleast4yearsofrelevantexperienceinproductmanagement,business analysis or delivery of enterprise applications.
• Experiencegatheringbusinessrequirements,developinguserstories,managing product backlogs and working with Agile delivery teams.
• Experiencecoordinatingsystemimplementation,useronboarding,UATand change management activities.
• Strongstakeholdermanagement,communication,analyticalandproblem-solving skills.
• Abilitytoworkwithbusinessusersandtechnicalteamstotranslateoperational needs into practical, scalable solutions.
• Experienceprioritisingproductenhancementsbasedonbusinessvalue,user needs and technical considerations.

PreferredExperience

• Experiencesupportingenterprise-widesystemrolloutsacrossmultiplebusiness units or agencies.
• Experiencewithproductanalytics,workflowautomation,AI-enabledcustomer service or process improvement.
• Experienceworkinginaco-sourceddeliveryenvironmentinvolvinginternal product owners and external engineering vendors.
• SalesforceServiceCloud,includingcasemanagement,Omni-Channel, Knowledge Management or Service Cloud Voice.
• ContactcentretelephonyplatformssuchasAmazonConnect.