Digital Product Manager, Service Cloud

Job description

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.

Overview

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
• 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

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Product Management, Information Technology, and Business Development

Industries

• Software Development, IT Services and IT Consulting, and Chemical Manufacturing

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