Product Manger

W2 ONLY, NO C2C

100% REMOTE

Top Skills:

Negotiation skills, especially with senior leadership. Need to ask the right questions and sit in front of strong willed senior leadership.

Ability to "sell the vision" and qualify the value of asks with quantitative measures.

Understanding Salesforce capabilities and upcoming features to push back on custom requests.

Description

Zelis is in the final phase of a multi-year enterprise transformation to consolidate all client‑facing intake workflows into Salesforce Service Cloud as a unified omni‑channel platform. We are seeking a senior Product Manager with deep Service Cloud expertise to architect, scale, operationalize, and drive adoption of a unified omni-channel case management platform across the enterprise.

This role requires hands‑on understanding of Service Cloud configuration, omni‑channel routing, telephony integration (NICE CXone), API‑driven integration (e.g., Atlassian Jira), and the ability to evangelize the platform to drive measurable adoption and behavioral change across client-facing teams.

This is not just a system implementation role — it is a platform transformation and operationalization mandate.

Role Overview

The senior Product Manager will lead the final phase of a multi‑year transformation to establish Salesforce Service Cloud as the enterprise‑wide omni‑channel intake platform.

This role will:

Own the vision and roadmap for Service Cloud as the single intake system for all client‑facing teams

Drive enterprise adoption and eliminate legacy or fragmented workflows

Lead integration across Portal, Email‑to‑Case, NICE CXone, and Jira

Establish intake governance, case standards, and SLA frameworks

Deliver measurable improvements in service visibility, efficiency, and performance

Transition the platform from implementation to scalable operational maturity

Core Responsibilities:

• Product Strategy & Technical Ownership
• Own end‑to‑end product strategy for:
• Experience Cloud Portal
• Email‑to‑Case
• Omni‑Channel routing
• NICE CXone CTI integration
• Jira bi‑directional case synchronization
• Design scalable case taxonomy, queues, routing logic, SLAs, entitlements, automation, and governance standards
• Partner with Salesforce Admins, Architects, and Engineers on configuration and integration decisions
• Define integration requirements using REST/SOAP APIs and middleware platforms
• Ensure data integrity, reporting consistency, and cross‑platform workflow orchestration
• Enterprise Adoption & Evangelism
• Serve as the internal evangelist for Salesforce Service Cloud as the single source of truth for client intake
• Articulate business value and operational benefits to drive buy‑in from client‑facing leadership
• Proactively identify adoption barriers and design mitigation strategies
• Establish feedback loops with end users to continuously refine workflows and improve usability

Go‑to‑Market & Rollout Execution

• Develop phased rollout strategies for onboarding client‑facing teams
• Define launch readiness criteria, success metrics, and post‑launch stabilization plans
• Create and manage a cross‑functional launch calendar aligned to engineering capacity and business readiness
• Coordinate communications plans for platform enhancements and new feature releases
• Track adoption metrics post‑launch and drive corrective action when targets are not met

Training, Enablement & Operationalization

Partner with business stakeholders to define training requirements for different user personas

Develop enablement strategies including documentation, playbooks, and workflow guides

Coordinate training sessions, office hours, and reinforcement mechanisms

Define steady‑state governance models for intake standards, case management, and system configuration

Transition the platform from implementation mode to operational excellence mode

Deep knowledge of:

Case lifecycle management

Omni‑Channel routing configuration

Service Console

Entitlement Management

Knowledge Management

Salesforce Flows and automation tools

Experience with CTI/telephony integrations (preferably NICE CXone)

Experience integrating Salesforce with Jira or other ticketing/workflow systems

Strong understanding of API integration patterns and enterprise architecture principles

Experience driving CRM standardization across multiple business units

Comfort translating business workflows into scalable technical configurations

Experience

7+ years of product management experience

3+ years owning or leading Salesforce Service Cloud implementations

Demonstrated experience leading enterprise platform migrations or transformations

Experience building rollout and adoption strategies for enterprise software platforms

Strong working knowledge of Agile frameworks and tools (Jira, Confluence)

Experience defining KPIs for platform adoption, SLA performance, and operational efficiency

What Will Differentiate You:

Salesforce Service Cloud certification (Consultant or Administrator preferred)

Experience with NICE CXone or similar CCaaS platform

Experience in healthcare or other regulated industries

Proven ability to influence senior leaders without direct authority

Track record of driving adoption, not just delivering features

Success at the End of Contract (2026) Looks Like

By the conclusion of this transformation initiative, the senior Product Manager will have:

Successfully onboarded all client‑facing teams onto Salesforce Service Cloud as the standardized omni‑channel intake platform

Eliminated legacy or shadow intake processes in favor of governed, scalable workflows

Fully operationalized Portal, Email‑to‑Case, and NICE CXone integrations with seamless case creation and routing

Established reliable bi‑directional integrations with downstream systems such as Jira, enabling transparent cross‑team workflow management

Defined and institutionalized intake governance standards, case taxonomy, SLAs, and reporting frameworks

Achieved measurable improvements in:

Case visibility and tracking

SLA adherence

Resolution efficiency

User adoption rates

Implemented sustainable training and enablement programs that support ongoing onboarding and platform maturity

Transitioned the platform from implementation mode to a stable, scalable operational model with clear ownership and governance

Positioned Salesforce Service Cloud as the single source of truth for client intake and case management across the enterprise

Most importantly, success means the organization no longer debates whether to use the platform — it is the default operating model.

This is a Contract to Hire position based out of Jacksonville, FL.

The pay range for this position is $75.00 - $85.00/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: • Medical, dental & vision • Critical Illness, Accident, and Hospital • 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available • Life Insurance (Voluntary Life & AD&D for the employee and dependents) • Short and long-term disability • Health Spending Account (HSA) • Transportation benefits • Employee Assistance Program • Time Off/Leave (PTO, Vacation or Sick Leave)

This is a fully remote position.

This position is anticipated to close on Apr 9, 2026.

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.