Senior Product Manager (Salesforce)

Location: Chicago, Illinois; hybrid work with in-person attendance at an assigned hirify.global office at least two days per week

Salary: $112,500–$187,500 annually, with potential eligibility for an annual bonus and other incentives.

Company

hirify.global provides credit information and data-driven products and operates global platforms that support customers and business operations.

What you will do

• Define and execute the platform strategy for B2B case management and ticketing using Salesforce Service Cloud.
• Own the product vision, roadmap, and backlog for case creation, classification, routing, queues, escalations, SLAs, workload balancing, resolution workflows, and customer communications.
• Identify operational friction and design scalable workflows that improve first-contact resolution, handling time, SLA performance, associate productivity, and customer satisfaction.
• Modernize agent workflows through automation, AI-enabled capabilities, workflow simplification, and customer-facing self-service experiences.
• Translate business needs into user stories, acceptance criteria, process maps, prioritized backlogs, and operating documentation.
• Use KPIs, dashboards, operational data, and business metrics to prioritize investments and communicate outcomes, risks, and roadmap progress.

Requirements

• 7+ years of experience in product management, business process management, service operations, call center operations, client support, customer success, or related Salesforce-based service environments.
• Strong knowledge of customer service processes, case management, ticketing workflows, service operations, and call center environments.
• Experience driving process improvement, transformation, or modernization initiatives and designing scalable technology-enabled solutions.
• Experience in Agile delivery, including backlog management, sprint planning, user stories, acceptance criteria, prioritization, and implementation with technical teams.
• Experience with Salesforce Service Cloud or a similar case management, ticketing, or contact center platform.
• Strong analytical skills and experience using operational data, reporting, dashboards, and KPIs to evaluate performance and support prioritization.

Nice to have

• Experience implementing AI-enabled service solutions, automation tools, or modern customer support technologies.
• Project management or change management experience.
• Salesforce certifications or related platform credentials.
• Strong collaboration and influence skills across Product, Technology, Care and Servicing, Analytics, Client Success, Sales Support, and operational leadership.

Culture & Benefits

• Medical, dental, and vision coverage with HSA and FSA options.
• Life and disability insurance, legal plan, pet insurance, and travel accident coverage.
• Adoption assistance, fertility planning, caregiver support, dependent care benefits, and up to 12 weeks of paid parental leave.
• 401(k) with employer match, Employee Stock Purchase Plan, financial wellness resources, and career coaching.
• Tuition reimbursement, flexible or paid time off, up to 12 paid holidays, commuter benefits, and paid volunteer time.
• Professional therapy, coaching, meditation, and other physical, mental, social, and financial wellness resources.