Product Owner Salesforce Service Cloud

Who we are

Worldline helps businesses of all shapes and sizes to accelerate their growth journey - quickly, simply, and securely. We are the innovators at the heart of the payments technology industry, shaping how the world pays and gets paid. Our technology powers the growth of millions of businesses across 5 continents. And just as we help our customers accelerate their business, we are committed to helping our people accelerate their careers. Together, we shape the evolution.

The opportunity

Connecting business needs with teams that configure, develop and support Salesforce Service Cloud in Worldline.

The Salesforce Service Cloud Product Owner decides what should be built or improved and why, upon close collaboration with architects and delivery teams on how to implement it.

Day-to-day responsibilities

• Based on Customer service strategy and priorities, communicate the Salesforce Service Cloud vision and objectives that meet business goals,  
• Translate business goals into product outcomes (in strong collaboration with the business analyst that has translated business requirements into user stories),
• Build strong cross-functional relationships with customer service managers and end-users, business analysts and delivery teams to select the best improvement opportunities (including automation and AI capabilities),
• Present the user stories to the delivery teams in refinement sessions,
• Participate to the Sprint planning sessions and suggest adjustments if needed,
• Ensure the solution supports effective customer service processes and matches customer expectations,
• Guide testing and release readiness with delivery teams and business users (in close collaboration with business analysts),
• Drive and guide user adoption through stakeholder communication, organization of training, documentation, and change-management activities.
• Support customer service teams in usage and KPI monitoring to better assess business outcomes and continuous sources of improvement,
• Discuss with architects to secure alignment of business expectations with Salesforce platform standards, data quality, security, privacy, and applicable regulatory requirements.

Who are we looking for

• Experience as a Product Owner, Product Manager, or Business Analyst delivering Salesforce Service Cloud solutions,
• Strong knowledge of Salesforce Service Cloud and its use in supporting customer service and case management processes (ideally confirmed by a Salesforce certification),
• Familiarity with Salesforce AI capabilities, such as Agentforce or Einstein,
• Experience owning a product backlog and working with Agile delivery teams,
• Confidence engaging with stakeholders at different levels and aligning priorities to promote process standardization,
• Customer- and user-focused mindset, with a strong interest in measurable outcomes and continuous improvement,
• Excellent communication, facilitation, and decision-making skills,
• Strong analytical and problem-solving abilities, including the ability to work through complex processes and dependencies.

• Professional fluency in English, written and spoken. Additional European language is a plus.

Perks & Benefits

At Worldline you’ll get the chance to be at the heart of the global payments technology industry and shape how the world pays and gets paid. On top of that, you will also:

• Private medical & life insurance
• MyBenefit Platform
• Holiday allowance
• Public transportation allowance
• Meal allowance
• Annual bonus

Pursuant to the Article 24 sec. 6 of the Act of 14 June 2024 on the protection of whistleblowers, we inform you that Worldline Financial Services (Europe) S.A., a joint-stock company, Branch in Poland (hereinafter referred to as Worldline) is governed by the Regulations on the receipt of internal reports and taking follow-up actions (hereinafter referred to as the Regulations).

Shape the evolution

We are on an exciting journey towards the next frontiers of payments technology, and we look for big thinkers, people with passion, can-do attitude and a hunger to learn and grow. Here you'll work with ambitious colleagues from around the world, take on unique challenges as a team, and make a real impact on the society. With an empowering culture, strong technology and extensive training opportunities, we help you accelerate your career - wherever you decide to go. Join our global team of 18,000 innovators and shape a tomorrow that is yours to own. 

Learn more about life at Worldline at jobs.worldline.com

We are proud to be an Equal Opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex, sexual orientation, gender identity, gender expression, age, status as an individual with a disability, or any applicable legally protected characteristics.

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