Service Management Product Owner

Service Management Product Owner

The Service Management Product Owner is responsible for defining, managing, and delivering the Service Cloud roadmap that aligns to the strategic vision of the Customer Care teams at Boston Scientific. This role places significant emphasis on integrating AI-driven capabilities to enhance processes within the Customer Care space and overall service effectiveness. The Product Owner will collaborate closely with business stakeholders, technical teams, and cross-functional partners to ensure the platform supports operational excellence, regulatory compliance, and the company's commitment to improving patient outcomes.

Your responsibilities will include:

• Develop and maintain the product strategy, roadmap, and vision for the Salesforce Service Cloud platform, with a focus on AI-enabled functionality.
• Gather, document, and prioritize business requirements; translate them into user stories and acceptance criteria for development teams.
• Represent the voice of the business and end users, maintaining a deep understanding of business processes and objectives.
• Lead backlog management and partner with IT teams to ensure timely and high-quality delivery of enhancements, features, and integrations.
• Ensure all AI use cases adhere to data privacy, ethical AI standards, and applicable medical device regulatory requirements.
• Strategic mindset, to plan where we are headed next in the Service Management space.
• Support user adoption through training coordination, change management activities, and ongoing stakeholder communication.
• Work with Reporting and Analytics teams to develop and support dashboards, KPIs, and insights that leverage both traditional and AI-driven analytics.
• Monitor system performance, identify areas for optimization, and ensure platform scalability and reliability.

Required qualifications:

• Bachelor's degree in Business, Information Systems, Computer Science, Engineering, or a related field.
• Minimum 5 years of experience as a Product Owner or Product Manager, preferably with significant experience in Salesforce Service Cloud.
• Demonstrated experience deploying or managing AI-enabled features within enterprise systems.
• Experience working in Agile/Scrum methodologies.
• Strong understanding of customer service processes and case management workflows.
• Ability to translate complex technical concepts into clear business requirements.
• Excellent communication, presentation, and stakeholder engagement skills.
• Strong analytical and problem-solving capabilities.

Preferred qualifications:

• Salesforce certifications (e.g., Administrator, Advanced Administrator, or related).
• Hands-on experience with multiple Salesforce cloud platforms such as Marketing Cloud, Communities, or Service Cloud.
• Experience using Tableau.
• Experience with JIRA.
• Experience with medical device management processes.

Compensation will be commensurate with demonstrable level of experience and training, pertinent education including licensure and certifications, among other relevant business or organizational needs. At Boston Scientific, it is not typical for an individual to be hired near the bottom or top of the anticipated salary range listed above.