Product Owner - Customer Support & Service Experience

Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!

We are looking for a Product Owner to lead the transformation of our Customer Support and Self-Service Experience, built on Salesforce Service Cloud and Cognitive AI platforms. This role will define and deliver the next-gen Support Portal - covering Case Deflection, Knowledge Management, Community, Sentiment Analysis, Case Escalation, and AI-driven Case Summarization.

The ideal candidate will work cross-functionally with Support Operations, Product, Engineering, BizApps, and AI teams, aligning technology, process, and customer experience to boost CSAT, self-service adoption, and resolution speed.

• Own the product roadmap for the Customer Support Portal, enabling seamless digital and live-agent support journeys.

• Work on Salesforce Service Cloud, Experience Cloud, and AI-driven cognitive search capabilities to enhance self-service and case resolution.

• Lead initiatives focused on Case Deflection, Knowledge Article Creation, Guided Flows, Case Escalation, and Dynamic Recommendations.

• Enable human-like chat experiences, sentiment detection, and warm agent transfers for improved customer satisfaction.

• Partner with Support, Legal, SecOps, Marketing, and Engineering teams to ensure compliance, content accuracy, and security alignment across all support touchpoints.

• Collaborate with vendors and internal AI teams to design, configure, and deploy advanced Case Summarization and Cognitive Search tools.

• Define success metrics, dashboards, and KPIs (CSAT, Deflection Rate, Resolution Time, Knowledge Gaps).

• Work with analytics teams to quantify ROI and demonstrate business impact post-deployment.

• Create detailed requirements, epics, and user stories in JIRA, ensuring clear traceability from concept to delivery.

• Participate in solution design reviews with technical, security, and legal stakeholders, ensuring scalability, data privacy, and compliance alignment.

• Coordinate with Development, QA, and UAT teams to validate end-to-end workflows and ensure quality releases.

• If required, support multiple PODs to help cross-skill and share delivery responsibilities across related programs.

• Collaborate with offshore teams during morning and late-evening calls to maintain delivery momentum across time zones.

• Provide hypercare and post-launch support, monitoring adoption, and driving continuous improvements.

• Stay current on industry best practices and advise stakeholders on innovative approaches to customer service automation.

• Partner with architects, Legal, and SecOps teams to design secure, compliant data and workflow models for case handling, routing, and escalation.

• Define integration frameworks between Salesforce, Knowledge Base, and AI/Chatbot systems - ensuring data security and privacy standards are upheld.

• Develop process maps (L1-L3) for case lifecycle - creation to closure - including agent hand-offs and AI-assisted touchpoints.

• Recommend short-term optimizations and long-term roadmap enhancements aligned with the company's support and compliance strategies.

• Drive innovation through pilot programs and AI/LLM use cases (e.g., auto-summarization, language translation, and intent detection).

• Ensure all proposed solutions align with enterprise security, privacy, and legal review frameworks.

• 8-10+ years of Product Owner / Product Management experience in Customer Support or Service Delivery.

• Strong working knowledge of Salesforce Service Cloud, Experience Cloud.

• Experience implementing Cognitive Search, Case Routing, Case Summarization, or Chatbot Solutions.

• Proven ability to partner with Legal, Security, and Compliance teams to meet data governance and privacy requirements.

• Familiarity with Knowledge Management and Community platforms

• Exposure to Analytics tools (Tableau, Einstein, or equivalent) for tracking KPIs and CSAT improvement.

• Excellent communication, stakeholder management, and problem-solving skills.

• Salesforce Admin or Service Cloud certification preferred.

• Work from Foster City HQ three days a week (Wednesday mandatory).

• Must be available for offshore collaboration calls in the mornings and late evenings.

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The salary range for this position is $140,000 - $170,000 per year. Final compensation will be determined based on several factors, including but not limited to skills, relevant experience, and work location. Please note this range reflects base salary and does not include incentive compensation or potential equity grants. We also offer a comprehensive and highly competitive benefits package.

Qualys is an Equal Opportunity Employer, please see our EEO policy.