Principal Product Owner - Salesforce Platform

HealthEquity; Draper (UT); On-site; USD 127,000 - 165,000; Full time

Job summary

HealthEquity is seeking a Principal Product Owner to lead the evolution of its Salesforce Knowledge platform. This remote role involves defining strategic roadmaps, managing AI initiatives, and collaborating with various teams to enhance user experiences. The ideal candidate will have extensive experience in product management, particularly within regulated industries, and a passion for improving service delivery through innovative solutions.

Benefits

Medical, dental, and vision coverage

HSA contribution and match

Dependent Care FSA match

Uncapped paid time off

Paid parental leave

401(k) match

Financial literacy programs

Ongoing education and tuition assistance

Gym and fitness reimbursement

Wellness program incentives

Qualifications

• 5+ years of experience in digital product ownership or product management.
• 3+ years managing Salesforce Knowledge or CRM platforms.
• Experience in driving complex integrations across multiple platforms.

Responsibilities

• Define and execute the strategic roadmap for Salesforce Knowledge.
• Lead design and delivery of Agentic AI capabilities.
• Monitor product performance and user feedback for continuous improvement.

Skills

Digital product ownership

AI/ML initiatives

Salesforce Knowledge

Stakeholder engagement

Technical fluency

Education

Bachelor's degree in Business, Computer Science, or related field

Job description

Principal Product Owner - Salesforce Platform

Job Locations: US-Remote

Our Mission

Our mission is to SAVE AND IMPROVE LIVES BY EMPOWERING HEALTHCARE CONSUMERS. Come be part of something remarkable.

Overview

How you can make a difference

We are seeking a strategic and forward-thinking Principal Product Owner to lead the evolution of our Salesforce Knowledge platform and its connected ecosystem, including Knowledge experience, chat and support integrations, and Agentic AI initiatives. This role is critical in empowering our members and client teams with intelligent, seamless support experiences rooted in high-quality, accessible knowledge.

As a Principal Product Owner, you will play a key role in HealthEquity's digital transformation, owning the roadmap and strategy for Agentic AI within our CRM ecosystem. You will collaborate with stakeholders across Servicing teams, Operations, Product & Technology, IT, Innovation, and Security to ensure our solutions are human-centered, secure, and impactful.

What you'll be doing

1. Define and execute the strategic roadmap for Salesforce Knowledge, ensuring alignment with HealthEquity's service excellence and automation goals.
2. Drive cross-platform integration of Knowledge with chat support, agent workflows, and self-service channels, enabling accurate and timely resolution for members and clients.
3. Lead the design and delivery of Agentic AI capabilities, including knowledge summarization, generative article suggestions, AI-powered search, and smart assistant features.
4. Partner with Engineering, AI Governance, Compliance, and Security teams to develop scalable, compliant, and privacy-conscious AI solutions.
5. Develop and manage a robust backlog of user stories and epics, ensuring delivery teams are equipped with well-defined requirements and business context.
6. Serve as the subject matter expert for Salesforce Knowledge and related ecosystems, advocating for best practices in content lifecycle management and knowledge-centered service (KCS).
7. Collaborate with change enablement and training teams to drive adoption and successful rollout of new features to front-line teams.
8. Create and present business cases for proposed solutions and investments to leadership to ensure product goals align with business objectives.
9. Track success against benefits realizations defined in business cases, being accountable for realized results.
10. Monitor product performance and user feedback, using data to drive continuous improvement and measurable business outcomes.
11. Create and validate use cases and jobs to be done for various user bases (including both internal and external end users).
12. Conventionalize solutions into visual diagrams and end-to-end experience maps.
13. Regularly report on progress, risks, roadblocks, and paths forward in partnership with any assigned PMO resources.

What you will need to be successful

• 5+ years of experience in digital product ownership or product management, preferably within a regulated or service-driven industry.
• 3+ years managing Salesforce Knowledge, Service Cloud, or CRM platforms in a product capacity.
• Experience leading AI/ML or conversational AI initiatives, especially those integrated within enterprise support platforms.
• Knowledge of Knowledge-Centered Support (KCS) methodologies.
• Experience driving complex integrations across multiple platforms.
• Strong technical fluency to translate complex requirements across business and engineering audiences.
• Passion for simplifying complex service experiences with a human-first approach.
• Excellent communication, leadership, and stakeholder engagement skills.
• A mindset grounded in accountability, innovation, and collaboration.
• Prior experience in healthcare, benefits, or financial services industries.
• Familiarity with AI governance and ethical frameworks in digital product design.
• Bachelor's degree in Business, Computer Science, Information Systems, or related field.

#LI-Remote

This is a remote position.

Salary Range

$127,000.00 to $165,000.00 / year

Benefits & Perks

The actual compensation offer is determined based on job-related knowledge, education, skills, experience, and work location. This position is eligible for performance-based incentives and restricted stock units, along with a comprehensive benefits package including:

• Medical, dental, and vision coverage
• HSA contribution and match
• Dependent Care FSA match
• Uncapped paid time off
• Paid parental leave
• 401(k) match
• Financial literacy programs
• Ongoing education and tuition assistance
• Gym and fitness reimbursement
• Wellness program incentives

Why work with HealthEquity

HealthEquity aims to make HSAs as widespread and popular as retirement accounts by 2030. We are passionate about connecting health and wealth for American families. Join us to experience a work environment where the person is valued more than the position. Learn more.

We are committed to diversity and inclusion, providing equal opportunity regardless of background or identity. HealthEquity is a drug-free workplace. For more details on our policies, visit our Careers page.

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