Job ID: 2742 

Alternate Locations:  

 

 

Newell Brands is a leading $8.3B consumer products company with a portfolio of iconic brands such as Graco®, Coleman®, Oster®, Rubbermaid® and Sharpie®, and 25,000 talented employees around the world. Our high-performance culture, unparalleled curiosity about the world around us, and talented people fuel our success. Our culture is enabled through our core values which guide all we do and how we win as One Newell. They are Integrity, Teamwork, Passion for Winning, Ownership & Leadership.

 

Position Summary:

The Manager, Salesforce Product Owner for Customer Service directs the core application deployment and related operational execution initiatives supporting the team’s Artificial Intelligence (Ai) and CRM product journey. This role focuses on implementing features of the Einstein One product and is responsible for tactical elements of customer service sprint cycles. The primary objective and evaluation criteria are the design and implementation of the Customer Service Ai strategy.

The ideal candidate will have Salesforce certification, deep knowledge of the Einstein One product/solution offering, a thorough understanding of the Salesforce Ai roadmap with particular emphasis on Service Cloud capabilities. This leader will have experience leading service support initiatives across a global environment and can adeptly create and execute high-impact strategic plans.

 

Key Responsibilities:

Product Vision, Strategy Development, Execution: Define and communicate the comprehensive CRM product vision and strategy for the Service Console, ensuring alignment with business goals and customer needs. Develop and deliver comprehensive executive readouts on project status, providing clear insights into progress, key milestones, risks, and strategic recommendations to ensure alignment with business objectives and facilitate informed decision-making at the leadership level. Global Planning & Execution: Uncover business needs and deployment timetables across the globe that consider solution availability and systems, conversions, and operational productivity opportunities. Stakeholder Collaboration: Work closely with stakeholders, including customer service teams, to gather requirements, prioritize features, and ensure the product delivers value. Backlog Management: Maintain and prioritize the product backlog, ensuring that the most valuable features and improvements are delivered first. User Experience: Focus on enhancing the user experience for customer service representatives using the Service Console. Coordinate with IT development teams to ensure solutions are intuitive and efficient for customer service representatives to utilize. Feature Development: Oversee the design, development, and deployment of new features and enhancements within the Service Console. Data-Driven Decisions: Use data and analytics to measure product performance, identify areas for improvement, and make informed decisions. Agile Practices: Implement agile practices to ensure steady and stable delivery of product features and improvements. Salesforce Messaging in App for Web: Oversee the implementation of the Salesforce Messaging in App for Web product, ensuring seamless integration and functionality across devices. Develop use cases/user personas and gather feedback from teams to incorporate recommendations into future releases.

Required Experience/Qualifications:

Enabler to Digital Transformation 5+ years prior experience in CPG Strong Communication and Relationship skills Knowledge of Salesforce Einstein One product for Service Console Strong project management Knowledge of implementation methodologies and product development approach Ability to tie technology roadmap to strategic roadmap Adherence to deadlines Experience in Digital Service Channels Familiarity with User Experience and User Interface principles Ability to collaborate across diverse teams and stakeholders Demonstrate ability for continuous learning

Preferred Qualifications:

Salesforce certifications (e.g., Salesforce Certified Administrator, Salesforce Certified Advanced Administrator, Salesforce Certified Platform App Builder). Experience with Agile methodologies and tools (e.g., Scrum, Jira). Demonstrated proactive industry trends analysis and rich familiarity with CRM best practices and trends.

Travel:

While based in Atlanta, this role will travel 20% of the time to various other sites within the Customer Service team locations.

Newell Brands (NASDAQ: NWL) is a leading global consumer goods company with a strong portfolio of well-known brands, including Rubbermaid, Sharpie, Graco, Coleman, Rubbermaid Commercial Products, Yankee Candle, Paper Mate, FoodSaver, Dymo, EXPO, Elmer’s, Oster, NUK, Spontex and Campingaz. We are focused on delighting consumers by lighting up everyday moments. Newell Brands and its subsidiaries are Equal Opportunity Employers and comply with applicable employment laws. EOE/M/F/Vet/Disabled are encouraged to apply.