Job Details

Join Our Team: Drive Student Experience with Salesforce Join Boston University's Information Services & Technology (IS&T) department as a Product Manager to shape the future of our enterprise Salesforce environment. This role offers the flexibility of remote work, allowing you to impact thestudent experience from anywhere. Position Summary We're seeking a strategically minded Product Manager to drive innovation in our Salesforce Student Experience and Case Management solutions. This position is pivotal in enhancing how the University supports students, faculty, and staff through a unified CRM ecosystem. You'll collaborate with stakeholders across Enrollment Services, Student Success, and other operational units to understand their needs and translate them into actionable strategies. As a key player, you'll lead workshops and design sessions, creating a roadmap for a seamless, student-centered experience. Your expertise will be crucial in aligning Salesforce capabilities with modern customer-experience standards, focusing on omnichannel service including telephony, marketing automation, and digital engagement. Embrace the opportunity to leverage AI tools to enhance productivity and streamline delivery. Your work will directly contribute to Boston University's mission of delivering exceptional student experiences. Key Responsibilities Serve as the primary product owner for Salesforce Student Experience and Case Management solutions. Engage with stakeholders to understand needs, processes, and pain points. Facilitate collaborative design workshops to define solution concepts. Develop actionable roadmaps and product strategies. Write high-quality user stories and acceptance criteria for development teams. Partner with Salesforce architects and developers to ensure best practices. Lead omnichannel case management initiatives. Promote AI tools to enhance productivity and delivery speed. Continuously monitor success metrics and improve product functionality. Requirements 5 years of product management, business analysis, or CRM solution experience. Strong understanding of Salesforce, especially Service Cloud and Case Management. Ability to facilitate workshops and translate complexity into clear recommendations. Exceptional ability to write structured, developer-ready user stories. Broad understanding of business processes, data, UX, and technical architecture. Proven ability to influence and communicate effectively with cross-functional teams. Comfort with using AI-powered tools to enhance effectiveness. Preferences Experience in higher education or large, complex organizations. Familiarity with Salesforce Experience Cloud, Marketing Cloud, or AI-driven workflows. Experience with human-centered design or service design methodologies. If you're passionate about transforming student experiences and have the skills to drive innovation, we invite you to apply and become a part of our dynamic team. Apply now to make a difference! Subject Line: Product Manager Opportunity - Transform Student Experience
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