Business Systems Solution Owner

Procare Solutions; Denver (CO); On-site; USD 120,000 - 180,000; Full time

Job summary

Procare Solutions, a Denver-based provider of child care management solutions, seeks a Solution Owner to transform the Customer Service ecosystem using Salesforce Service Cloud, AI technologies, and advanced operational strategies. You will optimize support workflows, drive automation, and lead cross-functional teams across Customer Support, Customer Success, and Technical Operations.

The role emphasizes agile processes, collaboration with Salesforce architects, and translating business needs

Qualifications

• Experience optimizing Salesforce Service Cloud for enterprise support.
• Proven ability to design AI-powered support solutions.
• Strong cross-functional leadership and stakeholder communication.

Responsibilities

• Optimize Salesforce Service Cloud to enable world-class support experiences for customers and employees.
• Integrate AI and automation to reduce response times and improve resolution rates.
• Create scalable, intelligent support workflows that adapt to evolving customer needs.
• Collaborate with Salesforce architects and engineering teams to develop and refine service cloud solutions.
• Define and prioritize user stories and requirements for service cloud integrations.
• Contribute to Service Cloud integrations with critical support systems and adhere to agile methodologies.
• Design and implement AI-powered support solutions including chatbots and virtual agents.
• Analyze support metrics and identify productivity improvements.
• Work with Customer Success and Customer Support to translate operational insights into technical requirements.

Skills

Salesforce Service Cloud

AI technologies

Operational strategy

Cross-functional leadership

Tools

Salesforce

Chatbots

Automation

Job description

For over 30 years, Procare Solutions has been dedicated to empowering early childhood educators by providing products and services that enable them to focus on the care, safety and education of children. We recognize the responsibility that comes with nurturing and educating children, which is why our child care management solutions are designed to automate business processes, help ensure safety and compliance, communicate with families and provide educational resources and training to help teachers and children thrive.

Over 40,000 satisfied customers have chosen Procare Solutions as their trusted partner in providing exceptional care for young minds.

A Little About the Role

Procare Solutions is seeking an innovative Solution Owner to transform our Customer Service ecosystem by leveraging Salesforce Service Cloud, AI technologies, and advanced operational strategies. This role will be critical in optimizing our customer support infrastructure, driving operational efficiency, and enhancing customer experience across Customer Support, Customer Success, and Technical Operations teams.

What you’ll do:

Strategic Objectives

• Optimize Salesforce Service Cloud to enable world-class support experiences forcustomers and employees
• Integrate AI and automation to reduce response times and improve resolution rates
• Create scalable, intelligent support workflows that adapt to evolving customer needs

Salesforce Service Cloud Optimization

• Collaborate closely with Salesforce architects and engineering teams to develop andrefine service cloud solutions
• Support the design of complex case management workflows through active participation and input
• Work with technical teams to define and prioritize user stories and requirements
• Contribute to Service Cloud integrations with critical support systems
• Adhere to and support agile development methodologies and sprint processes

AI and Automation Strategy

• Design and implement AI-powered support solutions
• Configure intelligent chatbots and virtual agents

Operational Efficiency

• Analyze support team performance metrics
• Identify and implement productivity improvements

Cross-Functional Leadership

• Directly collaborate with Customer Success and Customer Support teams to understand operational challenges and technology needs
• Act as a key liaison between support teams and technical implementation groups
• Develop deep understanding of customer support workflows and pain points
• Translate operational insights into technical requirements and solution improvements
• Communicate complex technical concepts to non-technical stakeholders
• Represent customer support technology needs in strategic discussions

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