Product Owner – AI Customer Engagement

Summary:

The IT Product Owner Agentic is responsible for managing the end-to-end product lifecycle for agent-driven customer journeys, ensuring alignment between business objectives and the technical delivery team. This role focuses on delivering value through effective product management and stakeholder engagement.

Responsibilities:

• End-to-end backlog management for agent-driven journeys, including sprint planning and acceptance criteria.

• Designing customer journeys focused on campaigns, churn prevention, and onboarding recovery.

• Collaborating with the engineering team to specify, test, and iterate on agent prompts and evaluation harnesses.

• Defining success metrics for each customer journey and tracking performance against those KPIs.

• Aligning stakeholders, including Marketing, Care, and Sales, with the IIT delivery squad on project priorities.

• Maintaining the Agentforce feature roadmap and proposing new capabilities for improving outcomes.

• Coordinating with relevant teams to ensure correct sequencing of deliveries based on dependencies.

Key Requirements:

• Experience in Agentforce product ownership and backlog management.

• Proven ability in designing customer journey flows and UX specifications.

• Experience defining KPIs and measuring success in product delivery.

• Strong understanding of stakeholder needs and communication skills.

• 3-5 years of relevant experience in Salesforce product ownership or functional consulting.

Nice to Have:

• Familiarity with churn prevention and onboarding recovery strategies.

• Knowledge of B2B SaaS or adtech environments.

• Experience working within Agile frameworks.