Senior Project Manager (Salesforce Service Cloud Transformation)]

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Join a global travel-focused retail and consumer services organization headquartered in Switzerland as a Senior Project Manager. In this role, you will lead the business-facing product ownership and delivery activities for a large-scale Salesforce Customer Service Transformation Program. Your mission is to translate high-level business strategy and international customer experience goals into a prioritized product roadmap and actionable backlog, standardizing global service operations while managing critical on-site stakeholders across multiple international hubs.

Details

• Project Type: New Project

• Allocation: Full-time (1 FTE)

• Rate: 165 PLN/h net B2B

• Start Date: June 29, 2026

• Duration: Until April 30, 2027 (with potential for long-term extension)

• Work Model: Remote (CET Timezone) 

• Travel Requirements: 2 weeks on-site with the client, including 1 week in Brazil and 1 week in the UK.

Responsibilities

• Governance: Act as both the Product Owner and Project Manager. Define the product vision, maintain the multi-phase roadmap, track delivery milestones, manage dependencies across workstreams, and oversee change control and risk escalation.

• Backlog Ownership: Owner of the product backlog. Translate business requirements into epics, user stories, and clear acceptance criteria while leading refinement and sprint planning sessions.

• Stakeholder & Business Partnership: Act as the primary business-facing representative. Partner with business leaders and operational stakeholders across regions to facilitate workshops, requirement gathering, and design reviews.

• Customer Service & AI Transformation: Support the design of future-state customer service operations. Prioritize and define capabilities for omni-channel routing, case management, self-service, loyalty-aware service, and AI-enabled operations (such as Agent Assist, automated classification, and sentiment analysis)].

• Salesforce Architecture Alignment: Collaborate with Solution Architects and Functional Leads to maximize the platform's capabilities. Guide solution decisions across Service Cloud, Salesforce Knowledge, Agentforce, Digital Engagement, Experience Cloud, and analytics.

• Business Readiness & UAT: Coordinate business participation during testing cycles, plan and execute User Acceptance Testing (UAT), and support change management, user adoption, and training activities.

Requirements

• Professional Experience: 8+ years of commercial experience in Product Ownership, Product Management, Business Analysis, or Consulting roles.

• Salesforce Ecosystem: 5+ years of dedicated experience working on enterprise-scale Salesforce programs, specifically driving CRM transformations.

• Domain Expertise: Proven experience in Customer Service Operations, Contact Center Transformations, or omnichannel customer journeys within Retail, Travel Retail, Hospitality, or Loyalty programs.

• Technical Product Management: Mastery of product strategy frameworks, backlog prioritization models, business process design, and Agile delivery methodologies.

• Salesforce Platform Knowledge: Deep functional understanding of Salesforce Service Cloud, Case Management, Omni-Channel Routing, Salesforce Knowledge, Digital Engagement, Experience Cloud, and Agentforce.

• Global Delivery: Experience operating within complex, multi-region or global organization structures.

• Languages & Location: Must be physically located in the EU or Switzerland and able to work in the CET time zone. English language skills at a minimum B2 level are required.