Product Manager – Platform Expansion & Service Transformation

NEXBRIDGE RECRUITMENT PTE. LTD.; Singapore; On-site; SGD 80,000 - 120,000; Full time

Job summary

NEXBRIDGE RECRUITMENT PTE. LTD. is looking for a Product Manager/Business Analyst to drive the onboarding of Salesforce Service Cloud across ServiceSG’s contact centre operations.

You will collaborate with product and engineering teams, gather requirements, and prioritise the backlog to deliver scalable solutions and improved customer experiences. The role requires coordinating with stakeholders, delivering UAT and training, and supporting the product roadmap to enable ongoing enhancements

Qualifications

• 3 years of experience in product management, business analysis or enterprise application delivery.

Responsibilities

• Drive onboarding of agency mailboxes and hotlines onto Salesforce Service Cloud.
• Engage stakeholders to understand requirements and identify gaps for configuration or enhancements.
• Collaborate with Product Managers to align onboarding plans and priorities.
• Identify opportunities to standardise workflows and introduce automation and AI-enabled solutions.
• Gather and document business requirements and acceptance criteria for product enhancements.
• Prioritise product backlog based on value, user needs and feasibility.
• Coordinate with engineering and vendors to refine requirements and track progress.
• Lead UAT, training, change management and go-live activities.
• Monitor feedback and identify opportunities for improvement.
• Support roadmap development and adoption strategies for Salesforce platform.

Skills

Product management

Business analysis

Agile delivery

Stakeholder management

Requirements gathering

User stories

System integration

Salesforce

Tools

Salesforce Service Cloud

Omni-Channel

Service Cloud Voice

Job description

Job Responsibilities

• Drive the progressive onboarding of additional agency mailboxes and hotlines onto Salesforce across ServiceSG’s contact centre operations, including implementation schedules, dependencies and operational readiness.
• Engage business stakeholders and operations teams to understand requirements, assess existing system capabilities and identify gaps requiring configuration or enhancements.
• Collaborate with Email and Calls Product Managers to align onboarding plans, product roadmaps and delivery priorities.
• Identify opportunities to standardise workflows, optimise existing Salesforce capabilities and introduce automation and AI-enabled solutions to improve operational efficiency and customer experience.
• Gather, analyse and document business requirements, user stories and acceptance criteria for product enhancements.
• Manage and prioritise the product backlog based on business value, user needs, operational impact and technical feasibility.
• Work closely with engineering teams and technology vendors to refine requirements, resolve dependencies and monitor implementation progress.
• Coordinate user acceptance testing (UAT), user training, change management and go-live activities to ensure successful system adoption.
• Monitor user feedback, operational issues and product performance to identify improvement opportunities and recommend enhancements.
• Support product roadmap development, release planning and adoption strategies to drive the scalability and continuous improvement of the Salesforce platform.

Job Requirements

• 3 years of relevant experience in product management, business analysis or enterprise application delivery.
• Experience in gathering business requirements, developing user stories, managing product backlogs and working with Agile delivery teams.
• Experience coordinating system implementation, user onboarding, user acceptance testing and change management activities.
• Strong stakeholder management, communication, analytical and problem-solving skills.
• Ability to translate business and operational requirements into practical, scalable solutions in collaboration with technical teams.
• Proven ability to prioritise product enhancements based on business value, user needs and technical considerations.
• Experience supporting large-scale system rollouts across multiple business units, departments or government agencies.
• Familiarity with Salesforce Service Cloud, including Case Management, Omni-Channel,
• Knowledge Management or Service Cloud Voice.
• Experience with contact centre telephony platforms such as Amazon Connect.
• Exposure to product analytics, workflow automation, AI-enabled customer service or business process improvement.
• Experience working in a co-sourced delivery environment involving internal product owners and external technology vendors.