Internal Tools Product Manager — Salesforce Service Cloud

Motorola Solutions Inc; Chicago (IL); On-site; USD 80,000 - 90,000; Full time

Benefits offered by this job

Incentive Bonus Plans

Medical, Dental, Vision benefits

401K with Company Match

Paid Holidays

Generous Paid Time Off Packages

Employee Stock Purchase Plan

Paid Parental & Family Leave and more!

Job summary

Motorola Solutions is seeking a seasoned Product Manager to own the vision, strategy, and execution for internal agent tools, with a focus on Salesforce Service Cloud and ITSM platforms. You will ensure our support teams use efficient, integrated, and scalable software to deliver excellent service to employees and customers.

Deep Salesforce Service Cloud expertise and a customer-centric mindset are essential.

Qualifications

• Bachelor’s degree or equivalent practical experience in a relevant field.
• 2+ years of Product Management in enterprise software or internal tools.
• Experience in technical support or ITSM domains.
• Deep knowledge of Salesforce Service Cloud features (Case Management, Omni-Channel, Knowledge Base, Service Console, Einstein Automations) and ITSM processes.
• Strong technical acumen for discussions with engineering teams.
• Ability to balance business and technical perspectives.
• Proven impact delivering efficiency and user satisfaction improvements.
• Excellent communication and stakeholder management.
• Experience with ITIL processes and Salesforce-ServiceNow integrations.

Responsibilities

• Define and execute the long‑term product vision, strategy, and roadmap for Salesforce Service Cloud and integrated IT agent tools.
• Collaborate with IT operations, Customer Care, engineering, and leadership to understand needs and priorities.
• Gather, analyze, and document detailed requirements (user stories, acceptance criteria).
• Prioritize backlog based on business impact and feasibility.
• Oversee development, testing, and deployment with engineering and design teams.
• Define KPIs, monitor post‑launch performance, and iterate for improvement.
• Partner with internal teams to drive user adoption and training.

Skills

Product management

Enterprise software

Internal tools

Salesforce Service Cloud knowledge

ITIL knowledge

Education

Bachelor’s degree in Computer Science, Engineering, Business, or related field

Tools

Salesforce Service Cloud

ServiceNow

AI automation

Einstein Automations

Job description

Motorola Solutions is seeking a seasoned Product Manager to own the vision, strategy, and execution for internal agent tools, with a focus on Salesforce Service Cloud and ITSM platforms. You will ensure our support teams use efficient, integrated, and scalable software to deliver excellent service to employees and customers.

Deep Salesforce Service Cloud expertise and a customer-centric mindset are essential.