Business Owner, Contact Center Transformation
Job Summary
Transforming the contact center into an agentic, Salesforce-native operating model, the full-time remote Business Owner, Contact Center Transformation will manage the multi-year vision, oversee solution fit, and ensure governance and compliance while driving measurable service outcomes.
Key Responsibilities
- Own the strategy and outcomes for the agentic contact center, defining the target operating model and setting KPIs
- Serve as the bridge for Salesforce Service capabilities, translating service operations needs into solution designs
- Manage the contact center transformation backlog, prioritizing for measurable service outcomes and defining clear problem statements and acceptance criteria
Required Qualifications
- 5+ years in customer service/contact center digital platforms
- 5+ years hands-on experience with Salesforce Service Cloud in enterprise environments
- Bachelor's degree in Information Systems, Computer Science, Business, Operations, or equivalent practical experience
Complete Job Description
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