Product Owner, Salesforce Administrator

About the role

As the Product Owner, Salesforce Administrator, you will support our Product organization in enhancing and maintaining our Salesforce platform—specifically Service Cloud, Experience Cloud, Data Cloud, Einstein, Next Best Action, and Service Cloud Voice. This role is instrumental in delivering innovative solutions that power our Patient Support Hub services. You will work cross-functionally with product managers, developers, business analysts, and operations teams to optimize the CRM ecosystem that enables efficient and compassionate patient services.

Responsibilities

• Configure and support Salesforce Service Cloud and Service Cloud Voice, including omnichannel routing, case management, and telephony integration.
• Manage users, roles, profiles, permission sets, and other core administrative functions.
• Perform routine maintenance and upgrades across Salesforce environments.
• Participate in Agile/Scrum sprints and translate product requirements into configuration, testing, and release management plans.
• Administer and optimize patient-facing Experience Cloud sites to ensure seamless engagement and compliance.
• Collaborate with stakeholders to implement Einstein Analytics and Next Best Action frameworks, including configuration of insights and rule-based recommendations.
• Support integration and data flow between Salesforce Data Cloud and other internal systems; monitor data integrity, deduplication, and security.
• Develop and deliver training sessions for users and maintain process documentation and system knowledge base.
• Ensure solutions meet regulatory standards such as HIPAA and follow organizational security policies.

Qualifications

• Bachelor’s degree in Computer Science, Information Systems, Business Administration, or a related field (equivalent work experience will be considered in lieu of formal education).
• 3-5 years of Salesforce administrator experience, preferably within Service Cloud and/or Experience Cloud environments.
• Experience supporting healthcare, life sciences, or patient support services.
• Demonstrated success working with cross-functional teams in a product-driven organization.
• Hands-on involvement in integrating Service Cloud Voice, Next Best Action, or Data Cloud.

Skills

• Configuration: strong skills in creating flows, validation rules, reports, dashboards, and automation tools.
• Communication: effective verbal and written communication skills across technical and non-technical stakeholders.
• Problem-Solving: proven ability to diagnose issues and implement scalable solutions within an agile environment.
• Data Management: competence in handling large data sets, performing imports/exports, and managing integrations.
• Project Coordination: experience working in sprints, managing JIRA tickets, and participating in release cycles.

Knowledge

• Deep understanding of Salesforce architecture, object relationships, Lightning Experience, and security model.
• Functional knowledge of case management, telephony integration, and Experience Cloud site structures.
• Familiarity with HIPAA compliance and data privacy principles within CRM systems.
• Understanding of data modeling and data flows between external systems and Salesforce.
• Functional knowledge of patient support services, including but not limited to benefit verification, prior authorization, appeal, and free goods.

Competencies

• Customer Focus: understands and anticipates end-user needs, with a passion for supporting patient engagement.
• Collaboration: works effectively with product managers, architects, developers, and support teams.
• Adaptability: thrives in a fast-paced environment with shifting priorities and new technologies.
• Innovation: continuously seeks ways to improve processes and leverage Salesforce advancements.
• Accountability: takes ownership of issues and follows through on commitments with attention to detail.

May require travel up to 20% for customer and team meetings.

Certifications

• Salesforce Certified Administrator (required).
• Preferred certifications include:
  • Salesforce Certified Advanced Administrator
  • Salesforce Certified Business Analyst
  • Salesforce Service Cloud Consultant
  • Salesforce Experience Cloud Consultant
  • Salesforce Data Cloud Consultant
  • Salesforce AI Associate or Einstein Certifications
  • Salesforce Platform App Builder (a plus)

Pay

Posted Salary Range: USD $83,000.00 - USD $105,600.00 /Yr.

Benefits

• Comprehensive benefits, including medical, dental, vision, life, and disability insurance.
• 401(k) plan with employer contributions where applicable.
• Flexible paid time off (PTO) policy covering sick days, personal days, and vacations.
• Eight standard company holidays and three floating holidays annually.
• Opportunities for a bonus or commissions.