New

Product Manger

TEKsystems
$75.00 - $85.00 / hr
life insurance, sick time, 401(k), retirement plan
United States, Florida, Jacksonville
Mar 27, 2026
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 clientfacing intake workflows into Salesforce Service Cloud as a unified omnichannel 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 handson understanding of Service Cloud configuration, omnichannel routing, telephony integration (NICE CXone), APIdriven 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 multiyear transformation to establish Salesforce Service Cloud as the enterprisewide omnichannel intake platform. This role will: Own the vision and roadmap for Service Cloud as the single intake system for all clientfacing teams Drive enterprise adoption and eliminate legacy or fragmented workflows Lead integration across Portal, EmailtoCase, 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 endtoend product strategy for: * Experience Cloud Portal * EmailtoCase * OmniChannel routing * NICE CXone CTI integration * Jira bidirectional 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 crossplatform 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 buyin from clientfacing leadership * Proactively identify adoption barriers and design mitigation strategies * Establish feedback loops with end users to continuously refine workflows and improve usability GotoMarket & Rollout Execution * Develop phased rollout strategies for onboarding clientfacing teams * Define launch readiness criteria, success metrics, and postlaunch stabilization plans * Create and manage a crossfunctional launch calendar aligned to engineering capacity and business readiness * Coordinate communications plans for platform enhancements and new feature releases * Track adoption metrics postlaunch 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 steadystate 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 OmniChannel 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 clientfacing teams onto Salesforce Service Cloud as the standardized omnichannel intake platform Eliminated legacy or shadow intake processes in favor of governed, scalable workflows Fully operationalized Portal, EmailtoCase, and NICE CXone integrations with seamless case creation and routing Established reliable bidirectional integrations with downstream systems such as Jira, enabling transparent crossteam 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. Job Type & LocationThis is a Contract to Hire position based out of Jacksonville, FL. Pay and BenefitsThe 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) Workplace TypeThis is a fully remote position. Application DeadlineThis position is anticipated to close on Apr 9, 2026. h4>About TEKsystems: 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. About TEKsystems and TEKsystems Global Services 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.