Senior Salesforce Service Cloud Product Manager
Senior Salesforce Service Cloud Product Manager
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Job Description
Join Udemy. Help define the future of learning.
Udemy is an AI-powered reskilling platform built to help people and teams grow. Its personalized practical and focused on real-world impact.
Our mission is simple: to transform lives through learning. Your work helps people around the world build skills they can use whether theyre picking up something new or leveling up to stay ahead.
Over 80 million learners and 17000 businesses already learn with Udemy. If youre excited by change energized by learning and ready to have a real impact youll feel right at home.
Learn more about us on our company page.
Where we Work
Udemy is a global company headquartered in San Francisco with additional U.S. offices in Denver and Austin and international hubs in Australia India Ireland Mexico and Trkiye.This is an in-office position requiring three days a week in the office (Tuesday Wednesday Thursday) and flexibility on Mondays and Fridays.
About your skills
Technical Expertise: Deep understanding of Salesforce core platform architecture and Service Cloud capabilities with advanced administrator skills and growing knowledge of AI applications in customer support environments. Hands on experience building automation with Flows and other declarative tools.
Strategic Thinking: Ability to translate complex business processes into scalable system solutions while developing and prioritizing roadmaps that align with organizational goals.
Leadership: Effective team influencing and mentoring capabilities paired with exceptional stakeholder management and collaboration skills across technical and business teams.
Problem-Solving: Analytical approach to identifying and resolving complex issues with attention to detail and a focus on sustainable long-term solutions.
About this role
Udemy is seeking a strategic and technically adept Salesforce Service Cloud Product Manager to lead the implementation and long-term ownership of our Service and Experience Cloud platforms. This role is critical to enabling scalable high-impact customer experiences across our Global Customer Operations teamssupporting both Enterprise and Consumer customers. You will partner closely with our implementation vendor during initial setup and take full product ownership post-launch driving platform maturity feature innovation and operational excellence. This role requires a strategic thinker who can translate business requirements into effective system solutions while building strong relationships with stakeholders and mentoring team members.
What youll be doing
Lead and coordinate the successful rollout of Salesforce Service and Experience Clouds partnering with external vendors internal stakeholders and cross-functional teams.
Serve as the Product Manager for Service and Experience Clouds post-implementation overseeing system stability continuous improvement and roadmap execution.
Develop and maintain a strategic roadmap and product backlog for future enhancements and projects based on business priorities and ROI.
Build strong partnerships with the Global Customer Operations team to understand user pain points and opportunities for automation and optimization.
Translate complex support workflows into scalable Salesforce solutions using declarative features (e.g. Flows Omni-Channel Knowledge Base) or code in collaboration with developers.
Lead and mentor Service Cloud developers and administrators providing technical guidance and collaboration coaching
Facilitate user acceptance testing (UAT) change management and adoption across regions and teams.
Stay ahead of Salesforce product releases and recommend high-value features and optimizations
What youll have
5-10 years of experience implementing or managing Salesforce Service Cloud in high-growth or global organizations.
Experience with Experience Cloud (e.g. customer/self-service portals partner communities).
Required Salesforce certifications:
Salesforce Administrator Certification
Preferred Salesforce certifications:
Salesforce Platform App Builder Certification
Salesforce Service Cloud Consultant Certification
Salesforce Experience Cloud Consultant Certification
Experience mentoring a technical team (developers/admins) and influencing across functions.
Strong understanding of customer support operations contact center processes and case management best practices.
Familiarity with Agile/Scrum methodology sprint planning and backlog grooming.
Experience managing project timelines resources and deliverables to achieve outstanding results.
At Udemy we strive to be transparent around compensation. Actual compensation for this role is based on several factors including but not limited to job-related skills qualifications experience and specific work location due to differences in the cost of addition to a base salary this role is also eligible for equity.
Hiring Compensation Range
$146000 - $183000 USD
Why work here
Youll grow here.
Learning is part of the job. Youll get full access to Udemy courses a monthly UDay to invest in yourself and a budget to spend on whatever helps you improve. Many people are diving into AI lately but what you focus on is up to you.
AI is real here.
We use it in the way we learn and the way we work. Youll have the space and tools to experiment apply and get better at using AI in practical ways.
Youll own your work.
We trust people to lead make decisions and follow through. You dont need to wait for permission or layers of approval to have an impact.
Youll build with others.
We collaborate openly and shape ideas together. Everyone has a voice and good thinking is welcomed from any direction.
Youll see your impact.
What you build helps people grow their skills change their careers or find a path forward. Youve got the experience why not use it to help others gain theirs
Bring your curiosity. Well bring the platform and the support. Lets LEARNtogether.
Our Benefits Start with U
Our benefits start with you and were built to provide you and your family with the protection and care you need making it easy to access the right coverage when you need it most. Benefits vary by region and we encourage applicants to review our Australia Benefits India Benefits Ireland Benefits Mexico BenefitsTurkiye Benefits & US Benefitspages to get an understanding of some of the benefits we offer. For details on region-specific benefits please refer to the information provided during the hiring process.
At Udemy we value diversity and inclusion and consider qualified applicants without regard to race color religion sex national origin ancestry age genetic information sexual orientation gender identity marital or family status veteran status medical condition or disability. We understand that not everyone will match each of the qualifications. However we also realize that everyone has unique experiences that can add value to our company. Even if you think your background might not perfectly align wed love to hear from you!
Information regarding data privacy is available within the Udemy Careers Privacy Notice.
Required Experience:
Senior IC
Employment Type
Full Time
