EPAM is a leading global provider of digital platform engineering and development services.
We are committed to having a positive impact on our customers, our employees, and our communities.
We embrace a dynamic and inclusive culture.
Here you will collaborate with multi-national teams, contribute to a myriad of innovative projects that deliver the most creative and cutting-edge solutions, and have an opportunity to continuously learn and grow.
No matter where you are located, you will join a dedicated, creative, and diverse community that will help you discover your fullest potential.
As the
Digital Product Manager
,
Service Cloud
, you will help define and implement strategies to enhance customer engagement, retention, and acquisition.
You will lead efforts to deploy and embed Salesforce Service Cloud across global business units.
Within a 3-person global product team (covering Sales, Marketing, and Service Clouds), you will be the primary owner for Service Cloud.
You will collaborate with an external implementation partner and cross-functional teams, including Marketing, Sales, Commercial Excellence, and IT, to ensure a successful deployment, fostering standardization and scalability.
Following implementation, you will manage the product roadmap to ensure Service Cloud adapts to business needs and delivers optimal value.
Responsibilities
- Deployment & Implementation:
- Lead the global rollout of Salesforce Service Cloud by working alongside the external implementation partner
- Work with business stakeholders, Product and IT teams to address dependencies and enable integration with Salesforce products (Sales Cloud, Marketing Cloud, Data Cloud) and enterprise systems
- Define and prioritize user stories in line with business goals
- Supervise functional design, testing, and delivery to ensure high-quality execution within set timelines
- Serve as a liaison between stakeholders and technical teams to ensure clear and effective communication of requirements
- Promote standardized processes and configurations while accommodating regional business requirements
- Post-Implementation & Product Ownership:
- Define and manage the Service Cloud product roadmap in alignment with business strategies and user needs
- Organize and prioritize the product backlog to align with customer experience, business goals, and market trends
- Collect and analyze new requirements and translate them into features and enhancements
- Monitor user adoption, gather feedback, and drive continuous improvements
- Stay informed about Salesforce innovations and competitive developments to guide future product enhancements
- Collaborate with other product managers (Sales Cloud, Marketing Cloud) for synergy across the CRM ecosystem
- Stakeholder & Change Management:
- Build partnerships with business leaders across regions and functions (customer service, operations, IT, commercial excellence) to ensure alignment on goals
- Align global and local teams to minimize customizations and promote adoption of a standardized template
- Share product vision, roadmap, and updates effectively with stakeholders at all levels
- Support initiatives to foster user engagement and adoption through structured change management approaches
Requirements
- Background in Product Owner or Product Manager roles, managing Salesforce Service Cloud or comparable customer service platforms within enterprise settings
- Understanding of Service Cloud functionalities such as case management, omni-channel, self-service portals, and CTI integrations
- Experience in large-scale implementations involving system integrators or vendors
- Expertise in translating user stories and executing them in agile environments
- Competency in balancing global standardization with localized requirements through effective stakeholder engagement
- Understanding of product management principles such as roadmap development, backlog prioritization, and lifecycle iterations
- Proficiency in analytical thinking and solving business challenges
- Strong communication skills in English
Nice to have
- Salesforce certifications like Service Cloud Consultant, Administrator, or Product Owner/Business Analyst
- Background in multi-region, multi-business unit implementations
- Knowledge of IT systems integrations such as ERP, finance, or analytics systems
- Familiarity with operational processes or customer service functions
We offer
- International projects with top brands
- Work with global teams of highly skilled, diverse peers
- Healthcare benefits
- Employee financial programs
- Paid time off and sick leave
- Upskilling, reskilling and certification courses
- Unlimited access to the LinkedIn Learning library and 22,000+ courses
- Global career opportunities
- Volunteer and community involvement opportunities
- EPAM Employee Groups
- Award-winning culture recognized by Glassdoor, Newsweek and LinkedIn