Product Manager – Platform Expansion & Service Transformation

Your tasks

• Drive the progressive onboarding of additional agency mailboxes and hotlines onto Salesforce across ServiceSG’s contact centre operations, including implementation schedules, dependencies and operational readiness.
• Engage business stakeholders and operations teams to understand requirements, assess existing system capabilities and identify gaps requiring configuration or enhancements.
• Collaborate with Email and Calls Product Managers to align onboarding plans, product roadmaps and delivery priorities.
• Identify opportunities to standardise workflows, optimise existing Salesforce capabilities and introduce automation and AI-enabled solutions to improve operational efficiency and customer experience.
• Gather, analyse and document business requirements, user stories and acceptance criteria for product enhancements.
• Manage and prioritise the product backlog based on business value, user needs, operational impact and technical feasibility.
• Work closely with engineering teams and technology vendors to refine requirements, resolve dependencies and monitor implementation progress.
• Coordinate user acceptance testing (UAT), user training, change management and go-live activities to ensure successful system adoption.
• Monitor user feedback, operational issues and product performance to identify improvement opportunities and recommend enhancements.
• Support product roadmap development, release planning and adoption strategies to drive the scalability and continuous improvement of the Salesforce platform.

Requirements

• 3 years of relevant experience in product management, business analysis or enterprise application delivery.
• Experience in gathering business requirements, developing user stories, managing product backlogs and working with Agile delivery teams.
• Experience coordinating system implementation, user onboarding, user acceptance testing and change management activities.
• Strong stakeholder management, communication, analytical and problem-solving skills.
• Ability to translate business and operational requirements into practical, scalable solutions in collaboration with technical teams.
• Proven ability to prioritise product enhancements based on business value, user needs and technical considerations.
• Experience supporting large-scale system rollouts across multiple business units, departments or government agencies.
• Familiarity with Salesforce Service Cloud, including Case Management, Omni-Channel,
• Knowledge Management or Service Cloud Voice.
• Experience with contact centre telephony platforms such as Amazon Connect.
• Exposure to product analytics, workflow automation, AI-enabled customer service or business process improvement.
• Experience working in a co-sourced delivery environment involving internal product owners and external technology vendors.

Other

Nexbridge Recruitment Pte Ltd EA License No: 26C3616 EA Personnel: Ching Ning Xin Registration No: R22108651