Product Owner, Client & Digital Support (Salesforce + AI)

MRI South Africa; United States; Remote; USD 120,000 - 180,000; Full time

Benefits offered by this job

Inclusive employer

Job summary

MRI Software is seeking a Product Owner for Client & Digital Support to own the end-to-end stack, including case management, AI-assisted deflection, and knowledge bases. You will write requirements, prototype and deploy in Salesforce, and leverage Claude Code and other AI tools to move from idea to live in days.

You will work as an IC with high ownership, collaborating with Support leadership, Engineering and IT to define priorities, ship solutions, and measure impact on containment, resolution

Qualifications

• Deep, hands-on Salesforce expertise - Service Cloud at a minimum with design depth.
• Working knowledge of Zendesk, ServiceNow, Intercom, Freshdesk, Jira Service Management or similar.
• Proven experience shipping code/products using Claude Code or equivalent AI tools.
• Understanding how a support org operates - tiering, escalation, queues, knowledge management.
• Proven cross-functional track record; able to drive adoption without direct reports.
• Comfort operating as an IC with ambiguity and end-to-end ownership.

Responsibilities

• Own the client and digital support product area – roadmap, priorities, outcomes.
• Prototype and ship functionality in Salesforce and adjacent tools using AI tooling.
• Design system interactions across Salesforce, ticketing, knowledge bases, chat, and telephony.
• Build AI-enabled deflection and measure containment, accuracy and escalation quality.
• Partner with Support leadership, Engineering, IT and business to drive adoption.
• Define metrics and build reporting to empower leaders to act.
• Lead UAT, rollout, documentation and enablement as part of the role.

Skills

Ownership & autonomy

Prototyping capabilities

Requirements writing

Cross-functional collaboration

Tools

Salesforce Service Cloud

Agentforce

Claude Code

Zendesk

ServiceNow

Intercom

Freshdesk

Jira Service Management

Confluence

Job description

MRI Software is seeking a Product Owner for Client & Digital Support to own the end-to-end stack, including case management, AI-assisted deflection, and knowledge bases. You will write requirements, prototype and deploy in Salesforce, and leverage Claude Code and other AI tools to move from idea to live in days.

You will work as an IC with high ownership, collaborating with Support leadership, Engineering and IT to define priorities, ship solutions, and measure impact on containment, resolution