Customer Experience Manager

Hotwire Communications Ltd; Fort Lauderdale (FL); Presencial; USD 110.000 - 140.000; Jornada completa

Descripción de la vacante

Hotwire Communications Ltd is seeking a Customer Experience (CX) Manager – Product Owner / Senior Business Systems Analyst to lead Salesforce platform health, roadmap, and governance for Sales Cloud, Service Cloud, Communications Cloud/Vlocity, and CPQ supporting fiber network operations.

You will own the backlog, write user stories and acceptance criteria, coordinate with vendors and internal teams, and drive CX improvements across self-service, contact center, and field service touchpoints.

Formación

• Bachelor’s degree in business, design, information technology, or a related field.
• Minimum of five (5) years’ experience in Product Owner, Senior Business Analyst, Platform Owner, Architect, or Consultant roles.
• Hands-on experience administering or configuring the Salesforce platform (Sales Cloud, Service Cloud, CPQ).
• Experience in CX metrics reporting and ROI analysis.
• Experience creating Journey Maps and software-enabled customer experiences.
• Knowledge of cable and telecommunications products and services.
• Proficiency with Microsoft Office Suite and strong documentation skills.

Responsabilidades

• Serve as Product Owner and senior business analyst for the Salesforce platform, owning roadmap, backlog, and release calendar.
• Transform ideas into designs, epics, and user stories for implementation.
• Own and prioritize the Salesforce backlog; write acceptance criteria and define definition of done.
• Define project scope and objectives across Salesforce ecosystem with stakeholders.
• Coordinate Salesforce implementation and AppExchange partners to document requirements and ROI.
• Lead workshops to translate concepts into design criteria.
• Map and redesign cross-functional customer journeys spanning lead-to-order and service delivery.
• Author requirements, user stories, and integration specs clarifying rules and features.
• Design integrations between Salesforce, billing, field service, and other systems to improve data accuracy.
• Define test plans and oversee UAT/SIT in sandbox environments.
• Identify automation opportunities and AI-enabled enhancements for CX touchpoints.
• Maintain functional documentation and platform governance as Salesforce steward.
• Monitor progress and platform health, report metrics, and drive CX improvements.
• Collaborate with Hotwire teams to streamline processes and support cross-functional groups.

Conocimientos

Product Owner

Senior Business Analyst

Platform Owner

Stakeholder Collaboration

Requirements Gathering

Process Improvement

Problem Solving

Educación

Bachelor’s degree in business, design, information technology, or related field

Herramientas

Salesforce (Sales Cloud / Service Cloud / Communications Cloud / CPQ)

AppExchange / Salesforce integrations

Microsoft Office Suite

Descripción del empleo

The Customer Experience (CX) Manager – Product Owner / Senior Business Systems Analyst is a leader accountable for the overall health of the Salesforce platform, serving as both Product Owner and senior business analyst for the Salesforce ecosystem (Sales Cloud, Service Cloud, Communications Cloud/Vlocity, CPQ) that supports Hotwire’s fiber network sales, service delivery, and customer care operations. The leader sets platform objectives that meet Corporate Strategy, Employee Experience priorities, and Customer Experience priorities as part of the CX team responsible for Operations Excellence, world-class Customer Experience, and transformation programs.

RESPONSIBILITIES:

• Serve as Product Owner and senior business analyst for the Salesforce platform (Sales Cloud, Service Cloud, Communications Cloud/Vlocity, CPQ etc.), owning the platform roadmap, backlog, and release calendar.
• Transform game-changing ideas that differentiate our company into clear designs, epics, and user stories that we can implement through technology.
• Own and prioritize the Salesforce product backlog; write and refine user stories and acceptance criteria and define “definition of done” in partnership with development and QA teams.
• Assist in the definition of project scope, requirements, and objectives across the Salesforce ecosystem, involving all relevant stakeholders and ensuring technical feasibility.
• Coordinate internal resources and third parties/vendors, including Salesforce implementation and AppExchange partners, to document issue statements, business requirements, and Return on Investment (ROI).
• Facilitate workshops or work sessions with to translate an initiative’s high-level concept into key design criteria.
• Diagram and redesign cross-functional customer journeys and business processes spanning lead-to-order, service delivery introducing feasible processes implemented with people and Salesforce.
• Author business and functional requirements, user stories, and integration specifications that clarify business rules, features, and other critical information for Salesforce enhancements.
• Design integration and process improvements between Salesforce, billing, dispatch/field service management, workforce management, and adjacent enterprise systems to reduce manual workarounds and improve data accuracy.
• Define test plan criteria and execute or oversee UAT/SIT against sandbox and production-like environments to evaluate whether documented requirements are sufficiently met before release.
• Identify friction points, automation opportunities, and AI-enabled enhancements across self-service, contact center, and field service touchpoints, maintaining a prioritized continuous-improvement backlog.
• Own and oversee functional documentation, configuration standards, and platform governance over time as a responsible steward of Salesforce processes and system workflows.
• Monitor project progress and platform health by tracking activities, resolving problems, publishing progress reports, and advocating action against CX metrics (CSAT, NPS, FCR, time-to-resolution) and platform adoption metrics.
• Partner with peers within Hotwire to streamline processes, drive end-to-end process improvements and efficiencies, and provide overall support to cross-functional teams.
• Other duties as assigned by Supervisor.

MINIMUM QUALIFICATIONS:

• Bachelor’s degree in business, design, information technology, or a related field.
• Minimum of five (5) years’ experience as a Product Owner, Senior Business Analyst, Platform Owner, Architect, or Consultant in operations, or customer experience functions.
• Hands-on experience administering or configuring the Salesforce platform (Sales Cloud, Service Cloud, Communications Cloud/Velocity, CPQ).
• Experience in reporting and analysis, CX metrics (CSAT, NPS, FCR), and ROI analysis.
• Knowledge of quality management technique and process improvement (Six Sigma): both in statistical analysis and in qualitative interviewing
• Experience designing Journey Maps or other depictions of customer experience diagrams and documentation
• Experience designing processes that were implemented as a software-enabled solutions such as customer-facing web experiences or internal employee toolsets/workflow
• A strong understanding of the dynamic role of CX
• Knowledge of cable and telecommunications products and services
• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint and Outlook)
• Must embrace company principles and demonstrate understanding of concierge culture