Senior Product Manager, Salesforce Service Cloud

Job Description

Job Description

Position Summary

The Service Transformation Team at Natera owns the core digital infrastructure that enables scalable, efficient service operations across the enterprise. As part of this team, the Senior Product Manager, Salesforce Service Cloud will be responsible for the creating and executing the strategic vision, roadmap, and operational excellence of Natera's Salesforce Service Cloud implementation.

This role leads platform development, optimizing case management, routing, and agent productivity across multiple service lines and business units, including patient, billing, and clinical services. You'll work closely with a Service Cloud engineering team, design, product, and operations to drive integrations, workflow standardization, and automation across systems. Preferably,

you've also implemented either Einstein or third-party AI solutions into Service Cloud.

If you're passionate about building scalable, impactful systems, have deep knowledge of Salesforce Service Cloud, and thrive in high-ownership, cross-functional environments—this role is for you.

Primary Responsibilities

Own the end-to-end product lifecycle for Salesforce Service Cloud, including roadmap definition, prioritization, execution, and delivery of platform capabilities.

Lead configuration, workflow automation, and integration efforts to improve agent experience and streamline operations across service functions.

Collaborate with partner PMs to build seamless handoffs between Service Cloud and other platforms (e.g., AI / ML pipelines, document ingestion systems).

Define and standardize platform metadata, fields, and processes to enable robust analytics and unlock AI-driven opportunities.

Drive RPA (Robotic Process Automation) initiatives that reduce manual effort and accelerate resolution times.

Work closely with engineering, QA, and operations to ensure scalable and high-quality delivery of Salesforce features and updates.

Champion user needs and partner feedback to inform backlog and platform design decisions.

Qualifications

5+ years of experience in product management, with 3+ years focused on Salesforce Service Cloud as a platform owner or equivalent role.

Hands-on experience leading Salesforce Service Cloud deployments or enhancements at scale , ideally involving :

2000+ service agents

Complex case routing, queue management, and workflow automation

Integration with 3rd-party tools and / or internal data pipelines

Demonstrated expertise in platform configuration , process design, and user enablement across a diverse stakeholder base.

Proven track record of driving cross-functional initiatives and delivering measurable business outcomes (e.g., reduction in turn-around time, quantified increases in agent productivity).

Excellent collaboration and communication skills across technical and non-technical teams.

Strong analytical and problem-solving skills; experience using data to guide prioritization and product decisions.

Preferred : Experience in healthcare, biotech, or other regulated industries with high operational complexity.

Preferred : Salesforce certifications (e.g., Service Cloud Consultant, Administrator) and experience with Lightning Experience or Omni-Channel Routing .

The pay range is listed and actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to skill set, years & depth of experience, certifications and specific office location. This may differ in other locations due to cost of labor considerations.

Remote USA

$120,100—$150,100 USD

OUR OPPORTUNITY

Natera™ is a global leader in cell-free DNA (cfDNA) testing, dedicated to oncology, women's health, and organ health. Our aim is to make personalized genetic testing and diagnostics part of the standard of care to protect health and enable earlier and more targeted interventions that lead to longer, healthier lives.

The Natera team consists of highly dedicated statisticians, geneticists, doctors, laboratory scientists, business professionals, software engineers and many other professionals from world-class institutions, who care deeply for our work and each other. When you join Natera, you'll work hard and grow quickly. Working alongside the elite of the industry, you'll be stretched and challenged, and take pride in being part of a company that is changing the landscape of genetic disease management.

WHAT WE OFFER

Competitive Benefits - Employee benefits include comprehensive medical, dental, vision, life and disability plans for eligible employees and their dependents. Additionally, Natera employees and their immediate families receive free testing in addition to fertility care benefits. Other benefits include pregnancy and baby bonding leave, 401k benefits, commuter benefits and much more. We also offer a generous employee referral program!

For more information, visit www.natera.com.

Natera is proud to be an Equal Opportunity Employer. We are committed to ensuring a diverse and inclusive workplace environment, and welcome people of different backgrounds, experiences, abilities and perspectives. Inclusive collaboration benefits our employees, our community and our patients, and is critical to our mission of changing the management of disease worldwide.

All qualified applicants are encouraged to apply, and will be considered without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, age, veteran status, disability or any other legally protected status. We also consider qualified applicants regardless of criminal histories, consistent with applicable laws.

If you are based in California, we encourage you to read this important information for California residents.

Link : https : / / www.natera.com / notice -of-data-collection-california-residents /

Please be advised that Natera will reach out to candidates with a @natera.com email domain ONLY. Email communications from all other domain names are not from Natera or its employees and are fraudulent. Natera does not request interviews via text messages and does not ask for personal information until a candidate has engaged with the company and has spoken to a recruiter and the hiring team. Natera takes cyber crimes seriously, and will collaborate with law enforcement authorities to prosecute any related cyber crimes.

For more information :

• BBB announcement on job scams
• FBI Cyber Crime resource page