Technical Product Owner (Salesforce)

We are on the lookout for an experienced Technical Product Owner to lead the redevelopment of a complex Salesforce Service Cloud case management and dispute resolution platform. This role will drive the transition from a heavily customized legacy system, containing over 100,000 lines of custom code, to a scalable, standards-based solution built primarily on native Salesforce capabilities. The initiative is a high-priority, time-bound transformation focused on retiring the legacy platform and delivering a production-ready MVP within six months. An ideal candidate will serve as the product and technical authority, defining the solution approach, prioritizing Salesforce best practices over custom development, ensuring compliance with regulatory requirements, and guiding the program to successful, high-quality delivery.

Key Responsibilities

• Product Strategy & Architecture:
• Define the product vision and roadmap for migrating from custom code to native Salesforce Service Cloud capabilities.
• Make critical build vs. configure decisions, consistently steering toward declarative solutions (Flow, Process Builder successor tools, standard objects, Lightning components).
• Identify opportunities to leverage Service Cloud features: Omni-Channel, Case Management, Entitlements, Milestones, Macros, Quick Text, Knowledge integration.
• Balance compliance/regulatory constraints against the imperative to simplify.
• Requirements & Backlog Management:
• Collaborate with the Business Product Owner, who has ultimate ownership of user stories and acceptance criteria, to guide and translate complex business processes and dispute resolution workflows into a Salesforce "configure first" solution..
• Collaborate with Business Product Owner and team to ensure solution meets compliance, legal, and operations stakeholder requirements.
• Collaborate with Business Product Owner and team to maintain a prioritized backlog that sequences work to achieve MVP launch within 6 months.
• Ruthlessly scope features to differentiate must-haves from nice-to-haves.
• Stakeholder Communication & Change Management:
• Articulate the "why" behind architectural decisions to technical and non-technical stakeholders.
• Manage expectations around feature parity vs. functional improvement.
• Conduct sprint reviews and demos to maintain transparency and gather feedback.
• Champion the shift from "custom everything" to "standard first" culture.
• Quality & Test Automation:
• Refine acceptance criteria that enable comprehensive test automation.
• Partner with QA to ensure the new solution integrates seamlessly into existing test automation frameworks.
• Validate that the solution meets performance, security, and compliance standards before launch.
• Vendor/Team Collaboration:
• Work closely with the offshore development team (India-based) to clarify requirements, answer questions, and unblock technical decisions.
• Review technical designs to ensure alignment with Salesforce best practices and architectural principles, including conducting code reviews.
• Provide rapid feedback on prototypes and iterations.

Required Qualifications:

• Salesforce Expertise (Non-Negotiable):
• 5 years of hands-on experience with Salesforce Service Cloud in complex enterprise environments.
• Salesforce Certified Administrator (required).
• Salesforce Certified Platform App Builder (required).
• Salesforce Certified Service Cloud Consultant (strongly preferred).
• Deep knowledge of Service Cloud case management: case routing, escalation rules, assignment rules, queues, entitlements, milestones.
• Proven ability to reduce technical debt by migrating custom code (Apex/Visualforce) to declarative solutions (Flow, Lightning App Builder, standard objects).
• Experience with Lightning Experience, including App Builder, Lightning Components, and Dynamic Forms.
• Product Ownership & Delivery:
• 3 years as a Technical Product Owner, Product Manager, or Business Analyst on Salesforce implementations.
• Track record of delivering time-sensitive Salesforce projects in regulated industries (financial services, healthcare, legal preferred).
• Experience leading modernization/re-platforming efforts, not just greenfield implementations.
• Strong understanding of Agile/Scrum methodologies with distributed teams.
• Technical Acumen:
• Ability to read and understand Apex code, SOQL queries, and Visualforce to assess migration complexity.
• Familiarity with Salesforce DX, version control (Git), and CI/CD pipelines for enterprise Salesforce deployments.
• Understanding of integration patterns (REST/SOAP APIs, middleware, event-driven architecture).
• Knowledge of test automation frameworks and practices in the Salesforce context.
• Communication & Collaboration:
• Exceptional ability to communicate complex technical concepts to non-technical stakeholders.
• Experience managing relationships across time zones (offshore development teams).
• Confident decision-maker who can balance stakeholder input with product vision.
• Comfortable pushing back on requests that conflict with simplification goals.
  

Preferred Qualifications

• Salesforce Certified Advanced Administrator.
• Experience with Salesforce Shield (Platform Encryption, Event Monitoring) for compliance-heavy environments
• Knowledge of OmniStudio for complex process orchestration.
• Prior work on dispute resolution, claims processing, or case-intensive workflows.
• Background in financial services, insurance, or other heavily regulated industries.
• Experience evaluating and adopting emerging Salesforce productivity tools and AI-assisted development capabilities to accelerate delivery and improve code quality.
  
  

Benefits:

• 401(k).
• Dental Insurance.
• Health insurance.
• Vision insurance.
• We are an equal-opportunity employer and value diversity, equality, inclusion, and respect for people.
• The salary will be determined based on several factors, including, but not limited to, location, relevant education, qualifications, experience, technical skills, and business needs.
  
  

Additional Responsibilities:

• Participate in OP monthly team meetings and participate in team-building efforts.
• Contribute to OP technical discussions, peer reviews, etc.
• Contribute content and collaborate via the OP-Wiki/Knowledge Base.
• Provide status reports to OP Account Management as requested.
  
  

About us:

At OP, we help you harness the power of technology for maximum impact. A technology consulting and solutions company, we offer advisory and managed services, innovative platforms, and staffing solutions across a wide range of fields, including AI, cyber security, enterprise architecture, and beyond. For nearly two decades, we've been challenging the status quo of the consulting industry, serving up fresh, ingenious thinking through a radically lean structure. Together, this strategy delivers unprecedented performance at an unparalleled pace for faster results that propel your business forward. PDN-a2041190-4936-4b27-9709-9e6042b1c728