Product Manager (Salesforce Service Cloud)

CMC-APAC Private Limited; Singapore; On-site; SGD 100,000 - 140,000; Full time

Job summary

CMC-APAC Private Limited is seeking a Product Manager to lead Salesforce onboarding projects, coordinating with business users and engineering to deliver scalable solutions across agency mailboxes and hotlines.

You will gather requirements, write user stories, manage the backlog, and align onboarding work with product roadmaps. The role demands strong stakeholder management, Agile delivery experience, and the ability to translate operations into practical Salesforce configurations.

Qualifications

• 3+ years in product management or delivery of enterprise apps.
• Experience gathering requirements and writing user stories.
• Experience coordinating system implementation and UAT.
• Strong stakeholder management and communication.
• Translate operational needs into scalable solutions.
• Experience prioritising enhancements by value and needs.
• Familiarity with cross-unit enterprise rollouts (preferred).
• Experience with product analytics, workflow automation, AI-enabled service (preferred).
• Experience with co-sourced delivery environments (preferred).
• Salesforce Service Cloud familiarity (preferred).

Responsibilities

• Plan and drive onboarding of mailbox and hotline onto Salesforce, including schedules and readiness activities.
• Engage stakeholders to understand requirements and identify configurations or enhancements.
• Align onboarding requirements with product roadmaps with Email and Calls Product Managers.
• Identify opportunities to standardise processes and improve scalability across channels.
• Gather, analyse and document business requirements, user stories and acceptance criteria for Salesforce enhancements.
• Maintain and prioritise the product backlog with respect to business value and feasibility.
• Refine requirements with engineering, manage dependencies and track progress.
• Coordinate with stakeholders on UAT, training, readiness and go-live activities.
• Review feedback and performance to identify improvements and recommend enhancements.
• Support roadmaps, release plans and adoption strategies for Salesforce.

Skills

Product management

Business analysis

Agile delivery

Stakeholder management

Requirements gathering

Backlog management

UAT coordination

Communication

Tools

Salesforce Service Cloud

Job description

About the role

This Product Manager role involves planning and driving the progressive onboarding of additional agency mailboxes and hotlines onto Salesforce, including onboarding schedules, dependencies and readiness activities. You will engage business stakeholders to understand operational requirements, assess gaps against existing Salesforce capabilities and identify necessary configurations or enhancements.

Key responsibilities

• Plan and drive the progressive onboarding of additional agency mailboxes and hotlines onto Salesforce, including onboarding schedules, dependencies and readiness activities
• Engage business stakeholders to understand operational requirements, assess gaps against existing Salesforce capabilities and identify necessary configurations or enhancements
• Work with the Email and Calls Product Managers to align onboarding requirements with the respective product roadmaps and priorities
• Identify opportunities to standardise processes, reuse existing capabilities and improve the scalability of the Salesforce solution across agencies and communication channels
• Gather, analyse and document business requirements, user stories and acceptance criteria for Salesforce enhancements
• Maintain and prioritise the product backlog in consultation with product owners and stakeholders, considering business value, operational impact and delivery feasibility
• Work closely with the engineering delivery team to refine requirements, clarify business needs, manage dependencies and track implementation progress
• Coordinate with stakeholders on UAT, training, operational readiness and go-live activities for new onboardings and enhancements
• Review user feedback, operational issues and product performance to identify improvement opportunities and recommend enhancements
• Support the development of product roadmaps, release plans and adoption strategies to drive continuous improvement of the Salesforce platform

About you

• At least 3 years of relevant experience in product management, business analysis or delivery of enterprise applications
• Experience gathering business requirements, developing user stories, managing product backlogs and working with Agile delivery teams
• Experience coordinating system implementation, user onboarding, UAT and change management activities
• Strong stakeholder management, communication, analytical and problem solving skills
• Ability to work with business users and technical teams to translate operational needs into practical, scalable solutions
• Experience prioritising product enhancements based on business value, user needs and technical considerations
• Preferred: Experience supporting enterprise-wide system rollouts across multiple business units or agencies
• Preferred: Experience with product analytics, workflow automation, AI-enabled customer service or process improvement
• Preferred: Experience working in a co-sourced delivery environment involving internal product owners and external engineering vendors
• Preferred: Salesforce Service Cloud, including case management, Omni-Channel, Knowledge Management or Service Cloud Voice