Service Cloud Product Owner

Job Description

Led a Service Cloud scrum team through a global support portal redesign and phased rollout across NA, LATAM, EMEA, APAC, and MENAT owning the product from backlog to post-launch iteration.

Job Responsibilities

• Managed the full backlog: user stories, acceptance criteria, sprint cadence, and multi-region delivery coordination
• Aligned cross-functional stakeholders on portal architecture, Omni-Channel routing, and channel strategy including WhatsApp integration for regional preferences
• Sequenced geographic regulatory compliance requirements into the roadmap, accounting for region-specific timelines
• Navigated scope creep and business readiness gaps by continuously distinguishing what could ship from what needed more operational runway
• Incorporated AI capabilities into the portal experience, balancing ambition with governance and regional readiness

Achievements

• Delivered a consistent portal experience across five regions despite regulatory, cultural, and technical variation
• Shielded the scrum team from organizational friction, maintaining delivery momentum throughout
• Preserved stakeholder confidence through transparent prioritization and clear tradeoff communication amid shifting compliance timelines