Digital Product Manager (Customer Operations)

TL;DR

Digital Product Manager (Salesforce/CRM): Building and optimizing software that powers the Customer Operations ecosystem with an accent on IVR optimization, billing platforms, and customer communication workflows. Focus on designing tools for contact center operations, improving agent experience via Agentforce, and leveraging data analysis for prioritization.

Company

hirify.global develops digital products and software to optimize its internal customer operations and service ecosystem.

What you will do

• Own the product roadmap for Customer Operations, prioritizing initiatives that drive measurable business value.
• Conduct user research through interviews and demos to translate pain points into actionable product requirements.
• Write user stories and define acceptance criteria to guide development teams in feature delivery.
• Collaborate with software engineers, QA analysts, and data scientists to ensure alignment across cross-functional initiatives.
• Perform data-driven analyses to iterate, scale, and improve digital product performance.
• Facilitate business readiness and create training content to ensure successful adoption of new features.

Requirements

• Bachelor's degree or equivalent.
• 4+ years of business experience, including at least 2 years as a product owner or manager.
• 2+ years of experience managing projects for cloud-based technology.
• Proven experience with Agile methodology and Product Life Cycle management controls.
• Strong background in Salesforce Service Cloud and CRM models in complex enterprise environments.
• Proficiency in data analysis using SQL and Python.

Nice to have

• Experience with OmniChannel, IVR routing, email-to-case, and AWS environments.
• Knowledge of Salesforce Data 360.
• Strong statistical background.
• Familiarity with AI-assisted development platforms like Cursor.