Product Manager - Salesforce Student Experience & Case Management

GTT, LLC

Boston, MA, USA

Published: 6/14/2022

Full Time

Job Description

Job DescriptionProduct Manager - Salesforce Student Experience & Case ManagementLocation

Boston, MA

Onsite Flexibility

Remote

Contract Details

Position Type: Contract
Contract Duration: 12 months
Pay Rate: $55.00 $57.00 / Hour (USD)
Work Authorization: Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Job Summary

Our client is seeking a deeply curious, strategically minded Product Manager to help shape the future of our enterprise Salesforce environment. This role sits at the intersection of business operations, technology, and human experience, driving how the University supports students, faculty, and staff through a unified, modern CRM ecosystem. The Product Manager will work closely with stakeholders across Enrollment Services, Student Success, and other operational units to understand their processes, SOPs, data flows, and challenges. They will convert that understanding into a clear future-state vision, actionable requirements, and a roadmap aligned with institutional priorities. Partnering with our Salesforce Director, Enterprise Architect, developers, and cross-functional teams, this role leads workshops and JAD sessions to define current state, desired outcomes, success metrics, and conceptual solution design. They translate this vision into well-structured user stories and acceptance criteria that enable effective, high-quality development. A major area of focus is Case Management and constituent support. The client is rebuilding its foundation for holistic, omnichannel service including telephony, marketing automation, and digital engagement. The Product Manager will be instrumental in aligning Salesforce capabilities with modern customer-experience standards. Success in this role requires broad, horizontal knowledge of how business processes, data, UX, and Salesforce architecture work together and the ability to connect those dots for both stakeholders and technical teams. Finally, this role requires strong comfort with AI-augmented workflows. The client expects this Product Manager to champion the use of AI tools to improve efficiency, accelerate analysis, enhance documentation, and streamline delivery.

Key Responsibilities

Serve as the primary product owner for Salesforce Student Experience and Case Management solutions.
Engage with academic and administrative stakeholders to understand needs, processes, and pain points.
Facilitate collaborative design workshops/JAD sessions to define current state, desired outcomes, and solution concepts.
Develop a clear future-state vision and translate it into actionable roadmaps and product strategies.
Write high-quality user stories, epics, and acceptance criteria for development teams.
Partner with Salesforce architects and developers to ensure solutions align with best practices and institutional goals.
Lead initiatives tied to omnichannel case management, including telephony, digital engagement, and service workflows.
Ensure solutions support a seamless, student-centered experience across the University.
Promote AI tools and practices that enhance productivity, documentation, and delivery speed.
Monitor success metrics and continuously improve product functionality and user experience.

Required Experience

5 years of product management, business analysis, or CRM solution experience.

Required Skills

Strong understanding of Salesforce, especially Service Cloud, Case Management, and omnichannel capabilities.
Demonstrated ability to facilitate workshops, gather requirements, and translate complexity into clear recommendations.
Exceptional ability to write structured, developer-ready user stories.
Broad understanding of how business processes, data, UX, and technical architecture intersect.
Proven ability to influence and communicate effectively with cross-functional teams.
Comfort with using AI-powered tools to enhance personal and team effectiveness.
Deep curiosity about how processes, data, and systems work.
Ability to translate business complexity into simple, actionable technical direction.
Skilled facilitator of collaborative design workshops.
Strong grounding in Salesforce capabilities, especially around Case Management, Service Cloud, and omnichannel communications.
Comfort operating across multiple domains (business, UX, data, tech).
Exceptional ability to write structured, developer-ready user stories.
Natural inclination to use AI tools to increase productivity and effectiveness.

Preferred Skills

Experience in higher education or large, complex organizations.
Familiarity with Salesforce Experience Cloud, Marketing Cloud, or AI-driven service workflows.
Experience with human-centered design or service design methodologies.
Service Cloud, Education Cloud, Amazon Connect, CRMA, or Data Cloud exposure.

Benefits

Medical, Vision, and Dental Insurance Plans
401k Retirement Fund

About the Client

Global research and teaching institution with campuses in Boston and programs worldwide.

About GTT

GTT is a minority-owned staffing firm and a subsidiary of Chenega Corporation, a Native American-owned company in Alaska. We highly value diverse and inclusive workplaces and support Fortune 500 organizations across banking, financial services, technology, life sciences, biotech, utilities, and retail sectors throughout the U.S. and Canada.

Job Number

26-02742

#LI-GTT #LI-Remote #gttjobs

Company DescriptionGlobal Technical Talent is a subsidiary of Chenega Corporation (www.Chenega.com) with over 1.3 billion US$ in revenue and 5800 US employees. We provide Total Talent Solutions, Global staffing, SOW, RPO, Direct Sourcing, and Global Payroll with physical offices in US, Canada, and India. GTT Digital headquartered in Toronto specializes in providing high-tech digital and banking talent to some of the nation’s largest financial institutions. As a leader in the staffing industry for over 22 years, we have become one of the largest staffing firms in the New England region, working with Fortune 500 clients and cutting-edge, technology-driven recruiting infrastructure.

We are a Native American-owned, economically disadvantaged corporation that highly values diverse and inclusive workplaces. Our clients and partners are among the most successful and innovative organizations in the world. Our top clients are Fortune 500 banking, insurance, and financial services firms, some of the nation’s largest life sciences, biotech, utility, and retail companies, and prestigious educational institutions in the Ivy League tier.

There is always a new opportunity for success when you look through all of the open job opportunities on our website’s career page. Just click on this link: https://bit.ly/gttcareers

Awards

SIA’s Fastest Growing Staffing Firm: 2023 and 2015
SIA’s Best Staffing Firm to Work for: 2019 -2023
Inc 5000 Fastest Growing Private Company: 2023, 2022, 2016, 2015
Randstad Preferred Supplier: 2020 - 2023
TechServe Alliance Excellence Award. 2019
NH Business Magazines Fast 5 fastest growing companies
Ernst & Young Entrepreneur of the Year Finalist: 2015

Company Description

Global Technical Talent is a subsidiary of Chenega Corporation (www.Chenega.com) with over 1.3 billion US$ in revenue and 5800 US employees. We provide Total Talent Solutions, Global staffing, SOW, RPO, Direct Sourcing, and Global Payroll with physical offices in US, Canada, and India. GTT Digital headquartered in Toronto specializes in providing high-tech digital and banking talent to some of the nation’s largest financial institutions. As a leader in the staffing industry for over 22 years, we have become one of the largest staffing firms in the New England region, working with Fortune 500 clients and cutting-edge, technology-driven recruiting infrastructure.\r\n\r\nWe are a Native American-owned, economically disadvantaged corporation that highly values diverse and inclusive workplaces. Our clients and partners are among the most successful and innovative organizations in the world. Our top clients are Fortune 500 banking, insurance, and financial services firms, some of the nation’s largest life sciences, biotech, utility, and retail companies, and prestigious educational institutions in the Ivy League tier.\r\n \r\nThere is always a new opportunity for success when you look through all of the open job opportunities on our website’s career page. Just click on this link: https://bit.ly/gttcareers \r\n \r\nAwards\r\n\r\nSIA’s Fastest Growing Staffing Firm: 2023 and 2015\r\nSIA’s Best Staffing Firm to Work for: 2019 -2023\r\nInc 5000 Fastest Growing Private Company: 2023, 2022, 2016, 2015\r\nRandstad Preferred Supplier: 2020 - 2023\r\nTechServe Alliance Excellence Award. 2019\r\nNH Business Magazines Fast 5 fastest growing companies\r\nErnst & Young Entrepreneur of the Year Finalist: 2015