Digital Product Owner – Salesforce Service Cloud

How will your role impact First Command?

The Product Owner for Digital Solutions at First Command will be responsible for ensuring the development and delivery of digital products and services align with customer needs and business outcomes. The Product Owner will work closely with the Product Manager and other stakeholders to prioritize product backlogs and define user stories that deliver value to clients. By maintaining a clear vision of product goals and fostering collaboration with development teams, the Product Owner will ensure that solutions are delivered efficiently and meet the organization's strategic objectives.

To succeed, the Product Owner will create and maintain product backlogs, define acceptance criteria for product features, and facilitate effective communication between business and technical teams. Collaborating with functional leaders and subject matter experts, they will ensure the timely release of product increments that enhance client experiences and drive business growth. The Product Owner is an expert of their product with quality understanding of solution components including product capabilities, data, integrations, functional, and non-functional requirements.

What will you do in this role?

Requirements Analysis and Definition

·        Conduct in-depth analysis of business needs, aligning product requirements with product objectives.

·        Engage with stakeholders to gather detailed requirements, translating them into functional and non-functional specifications.

·        Document and define use cases and workflows to ensure clarity for stakeholders.

·        Ensure that requirements meet business goals while considering product constraints and potential risks.

Backlog Management and Delivery

·        Decompose Features into children/linked detailed User Stories with verifiable acceptance criteria and definitions of done.

·        Assess and fully groom existing Features to ensure full coverage of requirements and solution architectures.

·        Be able to organize and prepare large existing backlogs of Features and User Stories (of various levels of quality) before bi-weekly iteration/sprint planning.

·        Continuously refine and prioritize the product backlog in alignment with stakeholder input and business goals.

·        Clearly communicate user stories and product requirements to development teams, ensuring alignment and understanding.

·        Collaborate with system and solution architects to sequence product features with the technical architecture roadmap.

·        Facilitate the planning and execution of product increments with Agile teams, ensuring timely delivery of high-value features.

·        Validate solutions by following quality assurance processes to ensure features meet acceptance criteria and business objectives.

·        Monitor progress of prioritized work (in ADO) to help ensure successful completion of commitments; aggressively provide business input to ensure work is not blocked.

Product Knowledge and Expertise

·        Demonstrate a deep understanding of product components, including core capabilities, product data, and integration points.

·        Collaborate with technical teams to fully understand system architectures and their impact on product functionality.

·        Leverage knowledge of data flows and integration requirements to ensure seamless interactions between different systems and platforms.

·        Ensure all product features align with compliance, security, and performance standards, balancing business objectives with technical feasibility.

·        Continuously update product knowledge to stay current with technological advancements, industry standards, and customer expectations.

Who will you lead?

No direct supervisory responsibility, but must provide guidance to Agile teams and collaborate with cross-functional stakeholders.

What skills & qualifications do you need?

Education

·        Bachelor’s degree required (may consider experience in lieu of degree)

Work Experience

·        4+ years experience in product ownership, preferably in digital solutions for financial services firms

·        Proven track record delivering Salesforce Service Cloud solutions

·        Experience in backlog management, user story creation, and collaborating with development teams

·        Experience working effectively in Agile frameworks

Certifications

The preferred candidate will have one or more certifications in the following areas:

·        Product Management

·        Agile and Scrum

·        Salesforce Administration

·        Salesforce Service Cloud Consultant

·        Process Improvement

·        Financial Services

Required Knowledge, Skills and Abilities

Knowledge

·        Agile frameworks (Scrum, SAFe) and backlog management

·        Industry trends in digital financial services and service & support

·        Solid understanding of Service Cloud capabilities including case management, omnichannel routing, automations, knowledge management and customer self-service solutions

·        Familiarity with customer research, personas, and UX design principles

·        Familiarity with service management frameworks such as ITIL

Skills

·        Ability to conduct in-depth analysis of business needs

·        Skilled at gathering and translating requirements into functional and non-functional specifications.

·        Proficient in documenting use cases, user stories, and workflows.

·        Ability to break down product features into user stories with clear acceptance criteria

·        Backlog prioritization and refinement based on business value and customer needs

·        Collaboration with cross-functional teams, including development, UX, and business stakeholders

·        Strong communication and stakeholder management skills

·        Strong skills working in Azure Dev Ops (ADO) including running reports, writing queries, prioritizing Features & User Stories, writing issues (Features & User Stories), linking, and assigning iterations and teams.

·        Exceptional documentation skills, covering both technical and business writing, in MS Office files (e.g. Word and Excel) and tools (e.g. ADO, Trello).

Abilities

·        Analytical thinking with a focus on data-driven decision-making

·        Ability to act as a bridge between business and technology teams

·        Highly organized and detail-oriented with the ability to prioritize in a fast-paced environment

·        Strong problem-solving and critical thinking skills

·        Empathetic and customer-focused with a passion for delivering value

·        Exceptional documentation

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