Director, Salesforce CX Product Leader

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Role Summary: Lead the strategy, design, development, enhancement, and support of Salesforce-based business products and customer experience solutions, including customer service, self-service, digital engagement, and case management capabilities. The Director, Salesforce CX Product Leader partners closely with business leaders, customer experience teams, product owners, architects, and IT delivery teams to define product vision, prioritize investments, deliver business value, and continuously improve customer and associate experiences. The position is responsible for product lifecycle management, business process transformation, roadmap planning, solution delivery, and operational support for customer-facing Salesforce products and services. Primary Duties & Responsibilities: Strategy / Product Planning Defines and executes the Salesforce Customer Experience Product Strategy, aligning with business objectives, customer engagement goals, and enterprise digital transformation initiatives. Partners with business stakeholders, customer service leaders, product owners, UX teams, architects, and delivery organizations to define and prioritize product roadmaps. Establishes strong partnerships with customer-facing business functions to identify pain points, opportunities, and innovative solutions that improve customer and associate experiences. Leads product discovery efforts, including customer journey mapping, process analysis, user research, and Design Thinking workshops. Develops business cases and recommendations that address customer experience improvements, operational efficiencies, business growth opportunities, and return on investment. Drives adoption of modern product management practices, including customer-centric design, Agile delivery, continuous feedback loops, and outcome-based measurements. Develops and maintains multi-year roadmaps for customer service, self-service, digital engagement, experience cloud, case management, knowledge management, and AI-enabled customer support capabilities. Works with stakeholders to evaluate emerging Salesforce and industry technologies to enhance customer and employee experiences. Creates communication and change management strategies to drive stakeholder engagement, adoption, and successful product deployment. Establishes and tracks product KPIs, customer satisfaction measures, adoption metrics, service performance indicators, and value realization objectives. Product Definition / Business Process Management Defines product vision, business capabilities, user personas, customer journeys, and success criteria for Salesforce customer engagement solutions. Oversees the design and evolution of customer service and self-service business processes, ensuring alignment with business goals and regulatory requirements. Leads prioritization of product backlogs, enhancement requests, defects, and technical investments based on business value and strategic objectives. Collaborates with enterprise architecture and engineering teams to ensure scalable, secure, and maintainable solution designs. Establishes governance processes for product design, feature prioritization, solution review, and business acceptance. Defines and monitors business outcome metrics, including case resolution effectiveness, customer satisfaction, self-service adoption, digital engagement, and productivity improvements. Identifies risks and dependencies impacting product delivery and customer experience and develops mitigation strategies. Removes business and technical barriers that impact product delivery and customer outcomes by