Senior Product Manager, B2B Service Customer & Partner Portals

Role Overview and Core Responsibilities
Define and own the vision, strategy, and roadmap for B2B customer and partner portal capabilities, with a focus on Salesforce Experience Cloud, digital self-service, automation, and AI-enabled service opportunities.
Partner with service and operational leaders to understand current service volumes, customer pain points, adoption barriers, process gaps, and opportunities to shift appropriate workflows from assisted service to self-service.
Translate business needs, customer journeys, and service pain points into scalable portal capabilities, user stories, acceptance criteria, prioritized backlogs, and measurable delivery outcomes.
Identify where self-service, automation, and AI can improve customer and partner workflows, while distinguishing between use cases that should be digitized and those that require human support or higher-touch service models.
Lead efforts to standardize, streamline, and improve service processes before automation, ensuring solutions address root causes rather than creating incremental fixes or automating inefficient workflows.
Partner with the Case Management product owner and cross-functional delivery teams to align portal, case management, knowledge, customer data, and service request capabilities across the B2B service lifecycle.
Establish and monitor KPIs for portal adoption, task completion, containment, deflection, customer satisfaction, operational efficiency, and business impact to inform prioritization and investment recommendations.
Manage roadmap priorities, backlog enrichment, sprint planning, release readiness, stakeholder demos, adoption planning, and post-release measurement in partnership with Salesforce administrators, developers, architects, UX/design, analytics, security, and delivery teams.
Ensure portal solutions support customer and partner needs across products, segments, regions, and customer tiers, including differentiated service experiences where appropriate.
Communicate roadmap progress, risks, dependencies, adoption results, and business outcomes to stakeholders and leadership in clear, outcome-oriented terms.