[Hiring] Product Owner @MRI Software

Role Description

Support is where clients decide whether they trust us. The systems behind it — Salesforce Service Cloud, Agentforce, our knowledge platforms, chat, telephony, and the ticketing tools our teams actually live in — determine whether that experience feels effortless or exhausting.

We're hiring a Product Owner for Client & Digital Support who owns that stack end to end. This is a builder's role, not a backlog-grooming role. You will write the requirements and ship the thing: configuring, prototyping, and coding directly in the platforms, using AI coding tools as your primary leverage. If your instinct when you see a broken agent handoff is to open Claude Code and fix the retrieval logic rather than file a ticket and wait two sprints, this role is built for you.

You'll work as an individual contributor with real autonomy — no direct reports, high ownership, and a direct line to the support leaders whose teams depend on what you build.

What you'll do

• Own the client and digital support product area — roadmap, priorities, and outcomes across case management, self-service, knowledge, and AI-assisted deflection.
• Build, don't just specify.
• Prototype and ship working functionality in Salesforce (Service Cloud, Agentforce, Flows, LWC, Apex) and adjacent tools, using Claude Code and other AI development platforms to move from idea to deployed in days, not quarters.
• Design the system, not the feature.
• Map how Salesforce, the ticketing/helpdesk layer, knowledge bases, chat, and telephony hand off to one another — and close the seams where client experience breaks.
• Make AI useful in support.
• Build and tune agentic and deflection capabilities grounded in real knowledge sources; measure containment, accuracy, and escalation quality honestly rather than optimistically.
• Work cross-functionally.
• Partner with Support leadership, Engineering, IT, Enablement, and the client-facing business to agree on what's worth building and get it adopted after launch.
• Instrument everything.
• Define the metrics that matter — deflection, time to resolution, first-contact resolution, CSAT, agent effort — and build the reporting that lets leaders act on them.
• Run change properly.
• UAT, rollout, documentation, and enablement are part of the job, not someone else's problem.

Qualifications

• Deep, hands-on Salesforce expertise — Service Cloud at a minimum, with real configuration and solution design depth (not just "worked adjacent to Salesforce").
• Working knowledge of the broader support tooling landscape — Zendesk, ServiceNow, Intercom, Freshdesk, Jira Service Management or similar — and a clear point of view on how these integrate with and complement a Salesforce core.
• Demonstrated experience shipping code and products using Claude Code or comparable AI development platforms.
• Genuine understanding of how a support organization operates — tiering, escalation paths, queue design, knowledge management, offshore/follow-the-sun models — and how the systems reinforce or undermine it.
• Proven cross-functional track record: you've driven work through teams you don't manage and gotten it adopted.
• Comfort operating as an IC with ambiguity, owning outcomes end to end.

Requirements

• Salesforce certifications — Service Cloud Consultant and Agentforce Specialist especially. Equivalent demonstrated experience is fully acceptable in place of certs; we care about what you can build.
• Experience implementing Agentforce, Einstein, or comparable AI agents in a live support environment.
• Knowledge platform experience (Salesforce Knowledge, Elevio, Zendesk Guide, Confluence).
• Familiarity with CTI/telephony, chat, and community/portal deployments.
• Exposure to B2B SaaS support at scale.

Benefits

• We expect this person to use AI tooling aggressively and responsibly — to prototype faster, to test more thoroughly than a human alone would, and to be rigorous about verifying what AI produces before it reaches clients.
• Shipping fast and being careful are not in tension here; both are the standard.