Senior IT Product Owner (Salesforce Service Cloud)

TL;DR

Senior IT Product Owner (Salesforce Service Cloud): Owning the product vision and roadmap for the Salesforce Service Cloud ecosystem to enhance customer service capabilities with an accent on UI optimization, platform performance, and process automation. Focus on bridging technical and business requirements to improve the experience for over 100,000 weekly customer interactions.

Location: Must be based in the Netherlands (Hybrid role, ~60% office attendance required in Den Haag).

Company

hirify.global is a leading Dutch telecom provider focused on becoming the most human-centered connectivity partner in the Netherlands.

What you will do

• Own and enhance the product vision and strategy for the Salesforce Service Cloud platform.
• Manage the product roadmap, prioritizing features based on business impact, technical feasibility, and user needs.
• Optimize UI screens, flows, and platform performance to reduce handling time for customer service agents.
• Bridge the gap between technical and non-technical stakeholders to ensure effective communication.
• Drive innovation by exploring and adopting new technologies to improve operational efficiency.
• Lead the Agent Experience team, collaborating with offshore developers and internal operational experts.

Requirements

• Must be based in the Netherlands and able to work in a hybrid model.
• Fluent in both Dutch and English.
• Minimum 2 years of hands-on experience with Salesforce Service Cloud.
• Proven experience as a Product Owner in customer service, operations, or digital IT environments.
• Strong understanding of agile product development methodologies.
• Ability to balance product innovation with technical debt and operational requirements.

Nice to have

• Salesforce Service Cloud certifications.
• Experience in the telecom industry or high-volume customer service environments.
• Familiarity with operational KPIs like First Contact Resolution or Average Handling Time.
• Experience working with offshore or distributed development teams.

Culture & Benefits

• Competitive salary and performance-based bonus.
• Hybrid working model with flexible hours.
• Personal development budget of up to €1,000 per year.
• Access to over 200 digital courses and technical specialization opportunities.
• Impactful work on critical national infrastructure.