Observability Product Owner owning monitoring platforms, roadmaps and integrations. Supporting EDC, Canada’s export - finance corporation, with resilient technology operations and actionable insights.
About the role
- Product Owner building and shipping Salesforce-based client support systems for MRI Software’s real estate PropTech platform. Owning AI-assisted support products, integrations, metrics, and rollout.
Responsibilities
- Own the client and digital support product area, including roadmap, priorities, and outcomes across case management, self-service, knowledge, and AI-assisted deflection
- Configure, prototype, and ship functionality in Salesforce Service Cloud, Agentforce, Flows, LWC, Apex, and adjacent tools
- Use Claude Code and other AI development platforms to move from idea to deployed functionality quickly
- Design integrations among Salesforce, ticketing/helpdesk tools, knowledge bases, chat, and telephony
- Build and tune agentic and deflection capabilities using real knowledge sources
- Measure containment, accuracy, escalation quality, deflection, time to resolution, first-contact resolution, CSAT, and agent effort
- Partner with Support leadership, Engineering, IT, Enablement, and client-facing business teams
- Lead UAT, rollout, documentation, and enablement
- Work as an individual contributor with high autonomy and no direct reports
Requirements
- Deep, hands-on Salesforce expertise, with Service Cloud configuration and solution design depth
- Working knowledge of Zendesk, ServiceNow, Intercom, Freshdesk, Jira Service Management, or similar support tools
- Demonstrated experience shipping code and products using Claude Code or comparable AI development platforms
- Understanding of support organization operations, including tiering, escalation paths, queue design, knowledge management, and offshore/follow-the-sun models
- Proven cross-functional track record driving work through teams and achieving adoption
- Comfort operating as an individual contributor with ambiguity and end-to-end ownership
- Salesforce certifications are preferred, especially Service Cloud Consultant and Agentforce Specialist; equivalent demonstrated experience is acceptable
- Experience implementing Agentforce, Einstein, or comparable AI agents in a live support environment is preferred
- Knowledge platform experience with Salesforce Knowledge, Elevio, Zendesk Guide, or Confluence is preferred
- Familiarity with CTI/telephony, chat, and community/portal deployments is preferred
- Exposure to B2B SaaS support at scale is preferred
Benefits
- Inclusive employer committed to diversity, equity, and inclusion
- Employee resource groups
- Tailored resources for employee growth and development
- People-first, belonging-focused work environment
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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