Principal Product Manager - Salesforce Service Cloud

Principal Product Manager (Salesforce Service Cloud)

Are you inspired by transformation and making an impact on the lives of millions of people every day, even when it's messy?

Are you empathic to client needs, your team, and internal partners to drive success while making hard calls and bold moves?

Are you a technologist first and foremost who approaches every problem wearing that hat while going out of your way to champion development creativity and build diverse, engaged teams?

Well, this may be the role for you. Ready to make your mark?

In this role, you will support the product strategy and implementation for one of ADP's strategic technology initiatives. You will work closely with multiple ADP teams of developers, user experience experts, product managers, and others to support the delivery of service technology initiatives. You'll also be accountable for something else significant : the uncompromising quality of our products.

Your day-to-day will focus on product delivery and innovation with engineers, architects, your product management team, and clients to create easy-to-use, elegant solutions that present a seamless client experience. You will work on product strategy and execution that will pave the way for ADP's continued marketplace success. You will work on both short-term deliverables and long-term strategy, balancing the tactical and the visionary.

To thrive in this role, you have 6+ years of experience in deploying and maintaining cloud-based CRM solutions with hands-on involvement in creating and executing successful strategies to deliver products to market in an Agile environment. The ideal candidate is versed in both the post-sales to steady state service pipeline (implementation stage) and Salesforce Service Cloud product strategy, development, design, and rollout, with a penchant for user experience. This role will be a key part of a cross-functional team of developers, product owners, UX designers and researchers and change management and professionals. You will need to influence strategy in a fast-paced environment, while keeping the needs of our internal and external clients at the forefront of the project. You need a passion for data, process, and analytics. Decisions are influenced by user data and closed loop feedback. This team works quickly under Agile methodology. You will be responsible for updates for executive leadership.

You'll find exciting challenges here, get to solve real-world problems and make an impact on millions of people as we design what's next for ADP and the industry.

Like what you see? Apply now!

Learn more about ADP at tech.adp.com / careers

WHAT YOU'LL DO :

Here's what you can expect on a typical day :

• Strategy and vision : You'll use your ability to create and deliver a vision and strategy working across functional lines (operations, service, implementation, etc.) and steering multimillion-dollar initiatives from inception to implementation. You will define product direction and prioritization, balancing long-term strategy, market and competitive trends, and client feedback. Represent ADP at industry events, conferences, and industry organizations.
• Build teams that thrive : You have led and inspired cross functional teams that embrace change, continually innovate, and achieve performance standards. You can influence peers and work with partner teams to achieve common goals.
• Operate with a product ownership mindset : You understand and reinforce a product culture and work autonomously. Your clients will always be close and accessible. Your decision-making processes will focus on client satisfaction, revenue, and growth. You will contribute to the evolution of our product based on emerging client and business requirements with an eye on quality and continued operations 24 / 7. You are driven by measurable, value-based outcomes.
• Task and Time Management : You'll start each day with your calendar in mind. As part of a global team, items will hit your inbox overnight that you'll address when you start your day, including meeting invites, important product information, and client communications.
• Information Analysis : You will constantly analyze client feedback, client voting patterns of product features, competitive analysis, macro-level trends, and writing queries on data in databases. This role is crucial to ADP's ability to deliver products that meet a market need, and that ability relies heavily on good information analysis.
• Communication : You are comfortable in front of leadership and have a compelling voice demonstrated through your executive presence and ability to lead change. From presentations on product changes to delivering news to stakeholders that a change they desire cannot happen, you will flex your communication muscle, which will take you a long way in this role. You are fluent and comfortable with spoken and written business English.
• Grace Under Pressure : You thrive in a fast-moving, agile environment and are comfortable managing competing priorities and rallying an organization to change direction as necessary.
• Experience : You have 6+ years of experience in relevant skills gained and developed in the same or similar role. Experience delivering successful digital transformation in large organizations. Experience with Service and Sales CRMs, with Salesforce Service Cloud and Slack experience preferred. Experience Cloud is also a plus. Worked in Agile development environment and understands the development concepts. Comfort managing features, stories, and scrum in Jira. Has market awareness of other vendors, technologies, user behaviors and able to gather the relevant information to help make product roadmap decisions. Experience with contact center solutions. Experience and confidence speaking and sharing in group settings to educate, persuade, and inform. Proven ability to partner effectively across functions, has been exposed to complex organizations and developed the ability to gain shared vision on product decisions and priority trade-offs. Strong communication and presentation skills, including the ability to communicate technical issues simply and convincingly to help drive fast decisions. Familiar with leading development teams in design. Delivering great outcomes and customer experience; utilizing expert product knowledge and influential leadership style. Comfort gathering outcomes data (user satisfaction, interaction data etc.) to guide decision making. Expert experience researching industry trends, usage analytics, competitive pressures and proven experience applying to product strategy & roadmap.

What are you waiting for? Apply today!

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