Principal Product Owner - Salesforce Platform

HealthEquity; United States; Remote; USD 127,000 - 165,000; Full time

Job summary

A leading company in financial services is seeking a Principal Product Owner to lead the evolution of their Salesforce Knowledge platform. This role involves strategic planning, cross-platform integration, and collaboration with various teams to enhance user experience through AI initiatives. The ideal candidate will have significant experience in product ownership, specifically within regulated industries, and a passion for improving service experiences.

Benefits

Medical, dental, and vision

Uncapped paid time off

Paid parental leave

401(k) match

Ongoing education & tuition assistance

Gym and fitness reimbursement

Qualifications

• 5+ years of experience in digital product ownership or product management.
• 3+ years managing Salesforce Knowledge or CRM platforms.
• Experience leading AI/ML initiatives.

Responsibilities

• Define and execute the strategic roadmap for Salesforce Knowledge.
• Lead the design and delivery of Agentic AI capabilities.
• Collaborate with stakeholders to ensure human-centered solutions.

Skills

Product Ownership

AI/ML Initiatives

Salesforce Knowledge Management

Cross-Platform Integration

Communication

Leadership

Education

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

Job description

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Our Mission

Come be part of 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.

Our Mission

Our mission is to SAVE AND IMPROVE LIVES BY EMPOWERING HEALTHCARE CONSUMERS.

Overview

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. These solutions will need to scale across our Service Cloud, Sales Cloud, Data Cloud, SFMC, chat interfaces, custom platforms, and emerging AI technologies. 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

• Define and execute the strategic roadmap for Salesforce Knowledge, ensuring alignment with HealthEquity’s service excellence and automation goals.
• Drive cross-platform integration of Knowledge with chat support, agent workflows, and self-service channels, enabling accurate and timely resolution for members and clients.
• Lead the design and delivery of Agentic AI capabilities, including knowledge summarization, generative article suggestions, AI-powered search, and smart assistant features.
• Partner closely with Engineering, AI Governance, Compliance, and Security teams to develop scalable, compliant, and privacy-conscious AI solutions.
• Develop and manage a robust backlog of user stories and epics; ensure delivery teams are equipped with well-defined requirements and business context.
• 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).
• Collaborate with change enablement and training teams to drive adoption and successful rollout of new features to front-line teams.
• Create and present business cases for proposed solutions and investments to leadership to ensure product goals align with business objectives.
• Track success against benefits realizations defined in business cases, be accountable for realized results.
• Monitor product performance and user feedback, using data to drive continuous improvement and measurable business outcomes.
• Create and validate use cases and jobs to be done for various user bases (including both internal and external end users).
• Conventionalize solutions into visual diagrams and E2E experience maps.
• 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 of experience 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, with the ability 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 the 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.

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 will be eligible for performance-based incentives and restricted stock units as part of the total compensation package, in addition to a full range of benefits including:

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

Why work with HealthEquity

HealthEquity has a vision that by 2030 we will make HSAs as wide-spread and popular as retirement accounts. We are passionate about providing a solution that allows American families to connect health and wealth. Join us and discover a work experience where the person is valued more than the position. Click here to learn more.

You belong at HealthEquity!

HealthEquity, Inc. is an equal opportunity employer, and we are committed to being an employer where no matter your background or identity – you feel welcome and included. We ensure equal opportunity for all applicants and employees without regard to race, age, color, religion, sex, sexual orientation, gender identity, national origin, status as a qualified individual with a disability, veteran status, or other legally protected characteristics. For more information, visit our Careers page.

HealthEquity uses Microsoft Copilot to transcribe screening interviews. By scheduling an interview, you consent to this AI technology recording and transcribing your interview. You may opt out by notifying your Talent Partner in advance.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Industries

• Financial Services and Technology, Information and Internet