Salesforce Service Cloud Product Owner

2 tygodni temu

Warszawa, Mazovia, Polska MioDottore Pełny etat
Company DescriptionWe are the largest digital healthcare platform globally, operating in 13 countries and connecting over 30 million patients to more than 2 million healthcare experts. Our goal is to humanize the health experience, striving to minimize patients' discomfort and support healthcare professionals in managing their patients efficiently. We offer services that not only bring health closer to users but also provide a platform for inquiries and opinions, helping users find the most suitable health professional for their needs.At our core, we have a team of motivated individuals with an innovative mindset, fostering a culture where everyone can actively contribute and grow. The DocPlanner team, our secret sauce, has been recognized as a Great Place To Work for two consecutive years. We value diversity as it enhances our strength through unique perspectives. Encouraging participation in our hiring process, we invite individuals to bring their unique skills and join our team.In the process of transitioning new teams to Salesforce, we are assisting in configurations and daily maintenance for internal users in Brazil, Mexico, Italy, and Spain, with plans to expand to more countries in the future.The primary tech stack for this position includes Salesforce SalesCloud, Service Cloud, and relational databases.Job DescriptionWhat will you do with us?
  • Manage OmniChannel
  • Handle all customer service inbound requests, mainly messaging on the web and App (Chats), along with other messaging configurations like WhatsApp.
  • Identify potential process improvements and feature enhancements for customer care and patient care teams.
  • Customize Salesforce objects, fields, page layouts, record types, search, list views, queues, reports, and dashboards.
  • Maintain security measures such as user accounts, sharing rules, user roles, user profiles, user permissions, field-level security, groups, and validations.
  • Handle mass imports, updates, and exports of data.
  • Ensure data integrity, security, and conduct necessary audit reviews.
  • Create and manage automations (flows, approval processes, assignment rules, email automations).
  • Manage operational and change requests, troubleshoot issues, collaborating with diverse user groups and potentially with business leaders.
  • Participate in training business owners on new features and assist with roll-outs.
  • Contribute to developing and maintaining documentation on processes, policies, application configuration, and support materials.
  • Lead SF projects from delivery to development, administration, and testing, ensuring adherence to best practices.
  • Guide and assist other team members in implementing best practices during design and execution.
  • Collect requirements from global stakeholders, translate them into Jira tickets, refine tickets with the team, and propose solutions applying best practices.
  • Optimize existing implementations to minimize technical debt and enhance organizational health and efficiency.
QualificationsWhat makes you a strong fit?
  • Advanced understanding of relational databases, design concepts, and data management.
  • Proficiency in Salesforce platform with a focus on administration, especially inSales and Service Cloud knowledge, including omnichannel, chats, embedded services, web-to-case, and WhatsApp messaging.
  • Skilled in data manipulation tools, uploading techniques, and possess good analytical capabilities.
  • Experience collaborating with international teams.
  • Understanding of agile methodologies and processes.
  • Ability to troubleshoot system, process, and data issues.
  • Excellent communication skills, team-oriented, open to discussions, and hands-on.
  • Demonstrate strong analytical, problem-solving, and logical skills with leadership capabilities.
  • Proficient in English.
  • Advanced proficiency in Salesforce features like Flows, validations, and complex formulas.
  • Experience in implementing solutions using best practices.
  • Familiarity with release management tools.
Which skills are 'bonus points'?
  • Experience working with API integrations, Salesforce migrations, and APEX.
  • Salesforce certifications such as Salesforce Certified Administrator, Advanced Administrator, and Salesforce Certified Platform App Builder.
  • Experience working with Hubspot.
  • Advanced knowledge of reporting and dashboard management.
Additional InformationTrue flexibility and work-life balance
  • Choose between a remote or hybrid work model with our hub in Warsaw.
  • Enjoy flexible working hours, with the requirement of attending only a few meetings weekly in most cases.
  • Receive 21/26 days of paid time off based on your contract.
  • Get an additional paid day off on your birthday or work anniversary, allowing you to celebrate as you wish.
Health comes first:
  • Access to a private healthcare plan for yourself and subsidized coverage for your family.
  • Co-financing for a Multisport card, granting access to sports facilities across Poland.
  • Gain access to a technological platform for mental wellness, providing online psychological support and counseling.
Keep growing with us:
  • Partake in free English classes.
What does the recruitment process look like?
  • Engage in a 30-minute meeting with Miljana Radmilovic, our Talent Acquisition Partner.
  • Participate in a 60-minute technical interview with Angelica Perez Celini, the Salesforce Team Leader.
  • Meet with Dawid Pietrołaj, our Head of CRM and Payments.
  • Join a team coffee session for final discussions.
The entire recruitment process will be conducted remotely.We uphold and advocate for equal opportunities in our recruitment and workplace practices. When applying for roles, every individual receives fair treatment irrespective of age, disabilities, gender reassignment, marital or civil partner status, pregnancy or parental status, race, color, nationality, ethnic or national origin, religion or belief, sex, sexual orientation, or any other human difference. If you need additional support during the recruitment process, we encourage you to inform us. We are committed to adapting to support each other for true equality."We believe all humans, in all their beautiful diversity, should have equal rights, dignity, and respect. Period." Mariusz Gralewski, CEO

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