As the **Digital Product Manager**, **Service Cloud**, you will help define and implement strategies to enhance customer engagement, retention, and acquisition. You will lead efforts to deploy and embed Salesforce Service Cloud across global business units. Within a 3\-person global product team (covering Sales, Marketing, and Service Clouds), you will be the primary owner for Service Cloud. You will collaborate with an external implementation partner and cross\-functional teams, including Marketing, Sales, Commercial Excellence, and IT, to ensure a successful deployment, fostering standardization and scalability. Following implementation, you will manage the product roadmap to ensure Service Cloud adapts to business needs and delivers optimal value. *We accept* *CVs in English only.* **Responsibilities** * Deployment \& Implementation: * Lead the global rollout of Salesforce Service Cloud by working alongside the external implementation partner * Work with business stakeholders, Product and IT teams to address dependencies and enable integration with Salesforce products (Sales Cloud, Marketing Cloud, Data Cloud) and enterprise systems * Define and prioritize user stories in line with business goals * Supervise functional design, testing, and delivery to ensure high\-quality execution within set timelines * Serve as a liaison between stakeholders and technical teams to ensure clear and effective communication of requirements * Promote standardized processes and configurations while accommodating regional business requirements * Post\-Implementation \& Product Ownership: * Define and manage the Service Cloud product roadmap in alignment with business strategies and user needs * Organize and prioritize the product backlog to align with customer experience, business goals, and market trends * Collect and analyze new requirements and translate them into features and enhancements * Monitor user adoption, gather feedback, and drive continuous improvements * Stay informed about Salesforce innovations and competitive developments to guide future product enhancements * Collaborate with other product managers (Sales Cloud, Marketing Cloud) for synergy across the CRM ecosystem * Stakeholder \& Change Management: * Build partnerships with business leaders across regions and functions (customer service, operations, IT, commercial excellence) to ensure alignment on goals * Align global and local teams to minimize customizations and promote adoption of a standardized template * Share product vision, roadmap, and updates effectively with stakeholders at all levels * Support initiatives to foster user engagement and adoption through structured change management approaches **Requirements** * Background in Product Owner or Product Manager roles, managing Salesforce Service Cloud or comparable customer service platforms within enterprise settings * Understanding of Service Cloud functionalities such as case management, omni\-channel, self\-service portals, and CTI integrations * Experience in large\-scale implementations involving system integrators or vendors * Expertise in translating user stories and executing them in agile environments * Competency in balancing global standardization with localized requirements through effective stakeholder engagement * Understanding of product management principles such as roadmap development, backlog prioritization, and lifecycle iterations * Proficiency in analytical thinking and solving business challenges * Strong communication skills in English **Nice to have** * Salesforce certifications like Service Cloud Consultant, Administrator, or Product Owner/Business Analyst * Background in multi\-region, multi\-business unit implementations * Knowledge of IT systems integrations such as ERP, finance, or analytics systems * Familiarity with operational processes or customer service functions **We offer** * Learning Culture \- We want you to be the best version of yourself, that is why we offer unlimited access to learning platforms, a wide range of internal courses, and all the knowledge you need to grow professionally * Health Coverage \- Health and wellness are important, that is why we have you and up to four family members in a premiere health plan. We have a couple of options, so you can choose what is best for you and your family * Visual Benefit \- Seeing your work for us would be a sight for sore eyes. We want your vision to always be at 100% which is why we offer up to $200\.000 COP for any visual health expenses * Life Insurance Plan \- We have partnered with MetLife to offer a full\-coverage Ife insurance plan. So, your family is covered, even if you are gone. * Medical Leave Coverage \- We are one of the few companies that cover 100% of your medical leave, for up to 90 days. Your health is the most important thing to us * Professional Growth Opportunities \- We have designed a highly competitive and complete development process, where you will have all the tools to get where you have always wanted to be, personally and professionally * Stock Option Purchase Plan \- As an EPAMer you can be more than just an employee, you will also have the opportunity to purchase stock at a reduced price and become a part owner of our organization * Additional Income \- Besides your regular salary, you will also have the chance to earn extra income by referring talent, being a technical interviewer, and many more ways * Community Benefit \- You will be part of a worldwide community of over 50,000 employees, where you can learn, challenge yourself, stand out, and share your knowledge and experience with multicultural teams! *Please note that even though you are applying for this position, you may be offered other projects to join within EPAM.* EPAM is a leading global provider of digital platform engineering and development services. We are committed to having a positive impact on our customers, our employees, and our communities. We embrace a dynamic and inclusive culture. Here you will collaborate with multi\-national teams, contribute to a myriad of innovative projects that deliver the most creative and cutting\-edge solutions, and have an opportunity to continuously learn and grow. No matter where you are located, you will join a dedicated, creative, and diverse community that will help you discover your fullest potential.