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: * Drive global Salesforce Service Cloud deployment in partnership with the external implementation partner * Align with business stakeholders, Product and IT teams to manage dependencies and ensure integration with other Salesforce products (Sales Cloud, Marketing Cloud, Data Cloud) and enterprise systems * Identify, refine, and prioritize user stories to align with business goals * Supervise functional design, testing, and solution delivery to maintain quality and execute timely implementation * Serve as a liaison between stakeholders and technical teams to ensure clarity and accurate implementation of requirements * Promote standardized processes and configurations while addressing local business needs * Post\-Implementation \& Product Ownership: * Own the Service Cloud product roadmap in alignment with business goals and user requirements * Prioritize the product backlog based on customer experience, business priorities, and competitive intelligence * Evaluate and convert new requirements into actionable features and enhancements * Track adoption metrics, gather user input, and drive ongoing Service Cloud improvements * Monitor Salesforce innovations and competitive trends to inform product evolution * Collaborate with peer product managers (Sales Cloud, Marketing Cloud) to maintain an integrated CRM ecosystem * Stakeholder \& Change Management: * Work with business leaders across regions and functions (customer service, operations, IT, commercial excellence, etc.) to establish shared priorities * Align global and local teams to reduce customizations and maximize adoption of standardized processes * Clearly communicate product vision, roadmaps, and updates across all stakeholder levels * Contribute to change management initiatives to boost user engagement **Requirements** * Background in Product Owner or Product Manager roles managing Salesforce Service Cloud or similar customer service platforms in enterprise environments * Understanding of Service Cloud functionalities (case management, knowledge base, omni\-channel, service console, CTI, self\-service portals, etc.) * Experience with large\-scale implementations in collaboration with system integrators or external vendors * Expertise in translating and executing user stories in agile environments * Competency in stakeholder management and consensus\-building to balance global standardization and local requirements * Understanding of core product management principles: roadmap creation, backlog prioritization, requirement gathering, and lifecycle iteration * Strong analytical thinking and business problem\-solving skills * Proficiency in English communication (both written and verbal) **Nice to have** * Salesforce certifications such as Service Cloud Consultant, Administrator, or Product Owner/Business Analyst * Background in multi\-region, multi\-business unit implementations * Knowledge of IT integrations with ERP, finance, or analytics systems * Familiarity with operations 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.