Salesforce Service Cloud PDM (Hybrid)

Company Overview

At Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. We build and connect technologies to help protect people, property and places. Our solutions foster the collaboration that’s critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. Connect with a career that matters, and help us build a safer future.

Department Overview

The Design & Tools team, a strategic component of Centralized Managed Support Operations (CMSO), is tasked with delivering exceptional service design and innovative technology solutions. These solutions serve to enable and empower Motorola Solutions support teams to consistently meet and exceed customer expectations.

Job Description

We are seeking an experienced and strategic Product Manager to lead the vision, strategy, and execution for our internal agent tool portfolio, with a primary emphasis on Salesforce Service Cloud and IT Service Management (ITSM) platforms. In this role, you will be responsible for ensuring our technical support teams have the most efficient, integrated, and scalable software tools to deliver world-class support to our employees and customers. This role requires deep expertise in Salesforce Service Cloud ecosystem capabilities, a customer-centric mindset (focused on internal users), and a proven ability to drive complex IT product initiatives from discovery to launch. You will lead the product roadmap for Salesforce Service Cloud while analyzing, integrating, and optimizing workflows across Salesforce and ServiceNow, establishing a seamless single source of truth for support operations.

Key Responsibilities:

• Product Strategy & Roadmap: Define and execute the long-term product vision, strategy, and roadmap for Salesforce Service Cloud and integrated IT agent tools, focusing on Case Management, Omni-Channel routing, Knowledge Management, and AI-driven automation.
• Stakeholder Management: Collaborate closely with IT operations, Customer Care and Technical Support teams, engineering, and leadership to understand business needs, pain points, and strategic priorities.
• Requirements Definition: Gather, analyze, and document detailed business and functional requirements (user stories, acceptance criteria) for new features and product enhancements.
• Prioritization: Manage and prioritize the product backlog based on business impact, technical feasibility, and alignment with the overall corporate strategy.
• Execution & Delivery: Work closely with engineering and design teams to oversee the development, testing, and deployment of features.
• Performance Monitoring: Define key performance indicators (KPIs) for internal tools, monitor performance post-launch, and iterate to achieve continuous improvement.
• User Adoption & Training: Partner with internal training teams to ensure successful rollout and high adoption rates of new and updated tools.

Qualifications

• Bachelor's degree in Computer Science, Engineering, Business, or a related field, or equivalent practical experience.
• 2+ years of experience in Product Management, with a focus on enterprise software or internal tools.
• Demonstrated experience managing products within the technical support or IT service management (ITSM) domain.
• Deep hands-on experience and functional expertise in Salesforce Service Cloud (including Case Management, Omni-Channel, Knowledge Base, Service Console, and Einstein Automations) alongside core ITSM frameworks (Incident, Problem, Change, and Request Management).
• Strong technical acumen and ability to engage in detailed discussions with engineering teams.
• Ability to balance business perspectives with technical acumen.
• Proven track record of driving significant improvements in operational efficiency and user satisfaction through product initiatives.
• Excellent communication, presentation, and interpersonal skills.
• Experience with ITIL implementation and managing cross-platform integrations between Salesforce Service Cloud and ServiceNow.

Job Requirements

• Bachelor's degree in Computer Science or Computer Engineering
• 2+ years of experience with Salesforce
• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.

Technical Expertise

• Salesforce Service Cloud expertise to architect and refine Case Management, Omni-Channel routing, Knowledge Base, and Service Console configurations
• ITSM Frameworks expertise to align system architecture with Incident, Problem, Change, and Request Management methodologies
• Cross-Platform Integration expertise to design seamless data exchange and process automation between Salesforce and ServiceNow
• AI Tooling expertise to evaluate and implement Assist and automated workflow technologies that augment front-line agent productivity

Professional Experience

• Stakeholder Management to align cross-functional teams, IT operations, engineering groups, and executive leadership behind roadmap milestones
• Analytical Problem-Solving to observe complex workflow bottlenecks and implement data-informed software enhancements
• Communication & Synthesis to convey technical requirements and product strategy across diverse audiences with clarity

Preferred Qualifications

• Experience with ITIL process design and enterprise implementation methodologies
• Functional knowledge of Salesforce Einstein Automations and agent-assist technologies
• Proven track record in organizational change management for large-scale enterprise rolloutsSkills
• 2+ years of experience in product management focusing on enterprise software or internal platforms

Target Base Salary Range: $80,000- $90,000

Consistent with Motorola Solutions values and applicable law, we provide the following information to promote pay transparency and equity. Pay within this range varies and depends on job-related knowledge, skills, and experience. The actual offer will be based on the individual candidate.

#LI-DB1

Basic Requirements

• Bachelors or higher in Computer Science or Computer Engineering
• 2+ years of Salesforce experience
• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.

Travel Requirements

Under 10%

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

Yes

Our U.S. Benefits include:

• Incentive Bonus Plans

• Medical, Dental, Vision benefits

• 401K with Company Match

• 10 Paid Holidays

• Generous Paid Time Off Packages

• Employee Stock Purchase Plan

• Paid Parental & Family Leave

• and more!

EEO Statement

Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic. 

We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team.

We’re committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. To request an accommodation, please complete this Reasonable Accommodations Form so we can assist you.