Product Manager – Support Services Automation

Position : Product Manager – Support Services Automation

Experience: 10+ years

Location; Bangalore

Juniper Networks is seeking a result-oriented Product Manager with expertise in Salesforce Service Cloud (SFDC) systems and applications to join the services team to drive support automation roadmap and products to join our team. The ideal candidate will be responsible for analyzing business processes, gathering requirements, and translating them into technical solutions within the SFDC ecosystem. The Business Analyst will collaborate with stakeholders, including business users, IT teams, and vendors, to deliver effective solutions that meet business needs and drive operational excellence..

Responsibilities:

• Collaborate with Business and Product teams to define, prioritize, and document business and functional requirements for CRM solution.
• Evaluate information from multiple sources, reconcile inconsistencies, and create detailed requirements for implementation.
• Collaborate with Internal teams to design an effective solution that depicts end to end seamless workflow
• Develop BRD’s with written requirements, success metrics, and use-cases for new projects, guiding them from ideation to iteration.
• Map functional requirements to existing CRM features and functionality.
• Identify and document process gaps and improvements, working with SMEs.
• Develop a roadmap by staying informed about CRM trends and business line requirements.
• Define product roadmap for optimizing operations, leading agile projects for Customer Support transformation.
• Lead discussions across the enterprise to understand current business needs and pain points, developing optimal customer experience solutions.
• Define project scope, timeline, and roadmap, ensuring reporting to senior leadership.
• Measure and track KPIs, tying them back to OKRs, and develop strategies to meet business objectives.

Required Skills/Experience:

• Bachelor's degree in Business Administration, Information Technology, or related field.
• Working knowledge and experience with SFDC systems and applications.
• Strong understanding of business processes, workflows, and data models within the SFDC ecosystem.
• Excellent analytical, problem-solving, and communication skills.
• Ability to work independently and collaboratively in a fast-paced, dynamic environment.
• Salesforce certifications (e.g., Salesforce Administrator, Salesforce Developer) preferred.
• Experience in strategies, best practices for SEO content optimization
• Experience in developing AI/machine learning scalable Gen AI solutions
• Expertise in developing RESTful API’s
• Experience with Agile methodologies and project management tools (e.g., JIRA) is a plus.