Product Owner, Client & Digital Support

Ladders; United States; Remote; USD 110,000 - 130,000; Full time

Benefits offered by this job

Flexible work environment

Access to AI tools and technologies

Direct impact on client experience

Collaborative cross-functional culture

Professional growth opportunities

Job summary

Ladders is seeking a Product Owner for Client & Digital Support to lead the product vision and roadmap for client and digital support capabilities. The role focuses on end-to-end support experience, prototyping, and AI-enabled development across Salesforce and related tools.

You will partner with support, technology, and business stakeholders to shape scalable solutions that improve client outcomes. Remote position with competitive compensation.

Qualifications

• 5–7 years of hands-on Salesforce experience, especially with Service Cloud and solution design.
• Familiarity with Zendesk, ServiceNow, and Jira Service Management and their Salesforce integration.
• Proven ability to ship code using AI development platforms like Claude Code.

Responsibilities

• Own the client and digital support product area, managing roadmap and outcomes.
• Prototype and deploy functionality in Salesforce and related tools using AI coding tools.
• Design integrated systems to enhance client experience across support channels.
• Develop AI capabilities for support, focusing on accuracy and effectiveness.
• Collaborate with cross-functional teams to prioritize and implement solutions.
• Define key metrics for support performance and create actionable reporting.
• Manage change processes, including UAT, rollout, and documentation.

Skills

Salesforce Experience

Service Cloud

AI development

Cross-functional collaboration

Roadmap ownership

Education

Experience with enterprise CRM systems

Tools

Zendesk

ServiceNow

Jira Service Management

Claude Code

Salesforce

Job description

For our client, we are seeking a Product Owner, Client & Digital Support to join the team of a leader in the Information Technology space.

This role will own the product vision and roadmap for client and digital support capabilities, with a strong focus on improving the end-to-end support experience. You will partner closely with support, technology, and business stakeholders to shape solutions that increase efficiency, strengthen service quality, and improve client outcomes. The position also requires a hands-on approach to prototyping, AI-enabled development, and translating operational needs into scalable product improvements.

Location: Remote

Compensation: $110,000 - $130,000 annually

Responsibilities

• Own the client and digital support product area, managing roadmap and outcomes
• Prototype and deploy functionality in Salesforce and related tools using AI coding tools
• Design integrated systems to enhance client experience across various support channels
• Develop AI capabilities for support, focusing on accuracy and effectiveness
• Collaborate with cross-functional teams to prioritize and implement solutions
• Define key metrics for support performance and create actionable reporting
• Manage change processes, including UAT, rollout, and documentation

Qualifications

• 5-7 years of hands-on Salesforce experience, particularly with Service Cloud and solution design
• Familiarity with support tools like Zendesk, ServiceNow, and Jira Service Management, with insights on their integration with Salesforce
• Proven ability to ship code using AI development platforms like Claude Code, with a focus on real-world applications
• Strong understanding of support organization dynamics, including tiering and knowledge management
• Demonstrated success in cross-functional collaboration, driving projects without direct authority
• Ability to navigate ambiguity and take full ownership of outcomes

Benefits

• Flexible work environment with autonomy in decision-making
• Opportunity to work with cutting-edge AI tools and technologies
• Direct impact on client experience and support efficiency
• Collaborative culture with cross-functional teamwork
• Professional growth opportunities in a dynamic field

Our client is an equal opportunity employer.