Digital Product Manager - Customer Experience & Transformation

Responsibilities & Key Deliverables

Digital Transformation & Innovation

- Lead high-impact digital initiatives focused on customer experience, process automation, and operational excellence.
- Identify opportunities for digitization across touchpoints and translate them into actionable product roadmaps.
- Collaborate with internal teams (IT, CX, business operations) and external partners (startups, vendors, tech providers) to conceptualize and deliver scalable digital solutions.
- Own the evaluation and implementation of digital platforms and tools to drive efficiency and innovation.

Customer Experience & Service Cloud Integration

- Partner with CRM and customer service teams to enhance use of Salesforce Service Cloud, including modules like Knowledge Management, Omni-Channel, Service Console, and Live Agent.
- Support initiatives that drive faster case resolution, better feedback loops, and more intuitive service workflows.
- Utilize service cloud insights to identify pain points in the customer lifecycle and ideate improvements.

Product Management & Execution

- Manage digital products across their lifecycle – from ideation to design, development, launch, and optimization.
- Apply Agile methodologies to plan and execute sprints, coordinate with cross-functional teams, and prioritize backlogs.
- Set clear KPIs and measure product impact on customer satisfaction, service efficiency, and digital adoption.
- Drive user training, enablement, and change management initiatives to support rollouts.

Experience

4+ years

Industry Preferred

Qualifications

MBA

- 4+ years of experience in product management, digital transformation, or customer experience roles.
- Prior experience in Salesforce Service Cloud is a strong plus.
- Proven ability to work in fast-paced environments and lead cross-functional teams.
- Strong analytical and problem-solving skills with a customer-first mindset.
- Excellent communication and interpersonal abilities.

General Requirements

- 4+ years of experience in product management, digital transformation, or customer experience roles.
- Prior experience in Salesforce Service Cloud is a strong plus.
- Proven ability to work in fast-paced environments and lead cross-functional teams.
- Strong analytical and problem-solving skills with a customer-first mindset.
- Excellent communication and interpersonal abilities.