Product Manager, Customer Experience

About Okta

At Okta, our mission is to enable any organization to use any technology, making the world a more secure and connected place. We are the leading independent provider of identity for the enterprise. We work with an incredible array of customers, from the largest enterprises to the most innovative startups, to help them securely connect their people to technology.

The Technology, Data, & Intelligence (TDI) team drives internal efficiency through secure, scalable, and innovative systems. TDI partners with teams across the company to build and support the infrastructure, automation, and enterprise applications that keep operations running smoothly. Focused on enabling productivity and aligning technology with business goals, TDI plays a vital role in both day-to-day operations and long-term strategic growth. We are looking for a Staff Salesforce Product Manager with a product-oriented mindset to join our growing team.

Essential Duties And Responsibilities

The Enterprise Product Manager contributes a depth of knowledge of product development strategy to drive alignment around a vision that unlocks value and scale for the dynamic GTM system teams across customer support. You'll translate strategic foresight into actionable plans, leveraging strong analytical skills to influence cross-functional teams and drive the product vision for Salesforce and our partner systems. This position requires an ability to think strategically and scale for future growth, as well as execute tactically to meet short-term goals.

This position will :

• Develop a clear product vision and strategy to maximize the value and experience of our Customer Experience teams using Salesforce through business process evolution, technology and AI, while raising the bar on security, efficiency and automation
• Create and maintain a roadmap that addresses short-term demands and long-term goals
• Evaluate and prioritize features and initiatives based on business value, customer impact, and resource capacity that support durable growth and scale
• Work with technical teams, leveraging your product domain expertise and knowledge of the end-to-end product, to lead teams to successful delivery
• Guide/mentor product analysts on the scrum about the roadmap and help align it with the priorities in the scrum backlog
• Deliver Service Cloud, Experience Cloud and Marketing Cloud platform updates as a core member of a team responsible for the design, development, testing and release of enhancements and strategic projects
• Maintain a holistic view of all business system processes and users, to understand functional impacts with regard to configuration, process, workflow and reporting
• Experience in creating/updating system documentation, including configuration changes, data mapping requirements, functional designs, test cases and deployment plans as needed
• Collaborate closely with technical staff to define and implement effective and efficient solutions to business challenges and opportunities

What you'll bring to the role

• 5+ years of experience as a Product Manager/implementing and supporting Service and Experience Cloud.
• 8+ years in the go-to-market domain, specifically with Salesforce CRM, developing multi-year visions and product roadmaps in consulting or high-growth tech environments
• Excellent verbal and written communication skills, comfortable speaking publicly to large audiences of senior leaders and executives
• Experience collecting, synthesizing, and prioritizing user input from multiple sources
• Demonstrated track record of delivering transformational initiatives and programs to deliver outcomes-based business value
• Demonstrated strategic planning, critical thinking and influence skills
• Experience with audit/SOX requirements and workflows for a publicly-traded company
• Deep understanding of the Customer Experience function, encompassing Customer Success, Professional Services, Support, and online experiences for both Direct and Partner customers.
• Ability to excel in a fast-growing/fast-paced environment, delivering accuracy while managing to deadlines, where adaptability is imperative
• Prior experience working in a SaaS company using applications like Salesforce, NetSuite, Boomi, Cornerstone, Lucid/Figma for process documentation/ user journeys etc. is a plus

Okta is an Equal Opportunity Employer.

Okta is rethinking the traditional work environment, providing our employees with the flexibility to be their most creative and successful versions of themselves, no matter where they are located. We enable a flexible approach to work, meaning for roles where it makes sense, you can work from the office, or from home, regardless of where you live. Okta invests in the best technologies and provides flexible benefits and collaborative work environments/experiences, empowering employees to work productively in a setting that best and uniquely suits their needs. Find your place at Okta https://www.okta.com/company/careers/.

By submitting an application, you agree to the retention of your personal data for consideration for a future position at Okta. More details about Okta's privacy practices can be found at: https://www.okta.com/privacy-policy.

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