Manager Product Owner Salesforce Service Cloud

Goodman Manufacturing; Town of Texas (WI); Hybrid; USD 120,000 - 170,000; Full time

Job summary

Goodman Manufacturing is seeking a Manager Product Owner for Salesforce Service Cloud, onsite at WALLER, TX. You will lead platform strategy, manage requirements, and drive the roadmap to optimize customer service.

This role involves coordinating with customer service, IT, and business units to ensure value delivery and platform adoption. The position requires hands-on governance, stakeholder communication, and ongoing optimization of Service Cloud features, with focus on case management,

Qualifications

• 3-5 years in Salesforce administration, customization, and configurations.
• 3-5 years in product management including roadmaps and lifecycle ownership.
• 3-5 years in HVAC industry with GTM knowledge a plus.
• 3-5 years in leadership roles leading cross-functional teams.

Responsibilities

• Lead Salesforce Service Cloud strategy and alignment with customer service goals.
• Gather requirements from multiple stakeholders and translate into platform features and stories.
• Maintain and prioritize the product backlog to support service objectives.
• Engage stakeholders with regular updates on platform developments and projects.
• Ensure Service Cloud customization for case management and knowledge base.
• Oversee integrations with other enterprise tools for a holistic customer view.
• Manage data quality and accessibility of customer information.
• Organize training sessions to ensure proficient end users.
• Analyze customer service metrics and generate insights for improvements.
• Stay updated on Salesforce Service Cloud updates and best practices.

Skills

Salesforce Service Cloud

Agile methodologies

Stakeholder management

Communication skills

Platform leadership

Education

Bachelor's degree in Marketing/Business/IT

Tools

Salesforce Platform (Lightning & Classic)

Job description

Manager Product Owner Salesforce Service Cloud

• Posted on September 4, 2026

Locations

Showing 1 location

WALLER, TX 77484, USA

• On-site
• Marketing
• Full-Time
• Requisition #: MANAG014719

Description

The Manager, Product Owner for Salesforce Service Cloud is instrumental in steering the strategic and operational aspects of the Salesforce Service Cloud platform, aligning it with business objectives and customer service goals. This role ensures the effective deployment, customization, and utilization of Service Cloud capabilities to improve customer service processes and deliver an optimal experience to customers.

Position Responsibilities may include;

• Platform Leadership: Serve as the key stakeholder and expert on the Salesforce Service Cloud platform, aligning it with the company's customer service strategy.
• Requirements Collection: Engage with customer service, technical teams, and other departments to gather in-depth requirements, translating them into platform features and user stories.
• Backlog Management: Maintain and prioritize the product backlog, ensuring tasks and features align with the company's customer service strategy and objectives.
• Stakeholder Engagement: Regularly update relevant stakeholders on platform developments, new features, and ongoing projects.
• Platform Customization: Ensure Salesforce Service Cloud is tailored to the specific needs of the customer service team, including case management, knowledge base, and other relevant features.
• Integration Oversight: Ensure that Salesforce Service Cloud is seamlessly integrated with other enterprise tools, platforms, and systems to provide a holistic customer view.
• Data Management: Oversee data quality and accuracy, ensuring that customer information and interaction history are up-to-date and accessible.
• Training Initiatives: Organize and conduct training sessions for end-users, ensuring they are proficient with the platform and can utilize its full capabilities.
• Analysis and Reporting: Regularly assess customer service metrics and generate reports to provide insights and recommendations for improved strategies.
• Continuous Enhancement: Keep abreast of Salesforce Service Cloud updates and industry best practices to maintain a cutting-edge customer service platform.
• Perform other tasks as assigned

Nature & Scope:

• Ensures work is aligned with the Director’s expectations, goals, and vision
• Accountable for implementation of policies, processes, and procedures for short-term results
• Decisions and problem-solving are guided by policies, procedures and business plan; receives guidance from Senior Manager/Director
• Works on difficult to moderately complex issues and projects
• Provides guidance and training to subordinates
• Has authority to hire, recommend pay, establish performance and recommend for termination
• Level of signing authority established by company policy/guidelines

Knowledge & Skills:

• Deep understanding of Salesforce Service Cloud features and best practices.
• Strong ability to bridge the gap between technical and non-technical stakeholders.
• Excellent communication and stakeholder management abilities.
• Knowledge of Agile methodologies and processes.
• Knowledge of the Salesforce platform, including both classic and lightning versions.

Experience:

• 3-5 years of experience with Salesforce administration, customization and configurations and/or;
• 3-5 years in product management including defining roadmaps and owning product lifecycle and/or;
• 3-5 years in HVAC industry with understanding of OEM “Go-to-Market" (GTM) strategies a plus;
• 3-5 years in leadership positions leading cross functional teams.

Education/Certification:

• Bachelor's degree in Marketing, Business, Information Technology, or related field.
• Salesforce Service Cloud certification is a significant advantage.

People Management : Yes

Physical Requirements / Work Environment:

• Must be able to perform essential responsibilities with or without reasonable accommodations. 20% travel for training or conferences

Reports To:

• Director, Platform Owner Salesforce with dotted line to Sales Leadership

Qualified Applicants must be legally authorized for employment in the United States. Qualified applicants will not require employer sponsored work authorization now or in the future for employment in the United States.

The Company provides equal employment opportunity to all employees and applicants regardless of a person’s race, color, religion (including religious dress or grooming practices), creed, national origin (including language use restrictions), citizenship, uniform service member or veteran status, ancestry, disability, physical or mental disability (including HIV/AIDS), medical condition (including cancer and genetic characteristics), genetic information, request for protected leave, marital status, sex, pregnancy, age (over 40), sexual orientation, gender, gender identity or expression, political affiliation, or any other characteristic protected by law. The Company will comply with all federal and state regulations and statutes pertaining to individuals with disabilities.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.