Product Manager

Sheffield (Hybrid - 3 days a week in the office)

Salary: £70,000 - £77,000

SPG Resourcing is currently partnering with a leading UK transport organisation to recruit an IT Business Analyst to support the delivery and evolution of digital customer service platforms within a large-scale operational environment.

This is an exciting opportunity to join a business that supports millions of customer journeys each year, operating complex customer support services including compensation processing, complaints management, retail services, assisted travel support, quality assurance, and fraud prevention.

Technology plays a critical role in enabling these services, and this role will be instrumental in shaping the systems and processes that support frontline customer service teams.

The Role

Reporting to the IT Director, the Product Manager will take ownership of the Salesforce Service Cloud platform, shaping the roadmap and ensuring it delivers measurable value to the business. You will lead and mentor a small team of Salesforce administrators while working closely with stakeholders across cross functional teams to define and deliver a clear product vision.

Key Responsibilities

• Define and manage the product roadmap
• Identify and prioritise features that improve efficiency, customer experience and commercial outcomes
• Translate business needs into actionable requirements and acceptance criteria
• Conduct market and competitor analysis to inform your product strategy
• Maintain product documentation
• Build strong relationships with stakeholders
• Gather insights and continuously improve the platform

Required Skills & Experience

• Proven experience as a Product Manager or Head of Product
• Strong expertise in Salesforce Service Cloud
• Good understanding of the Salesforce ecosystem
• Experience defining and delivering product roadmaps and backlogs
• Experience challenging and engaging senior stakeholders constructively
• Experience managing teams and third-party suppliers

Desirable Experience

• Experience in a contact centre or customer operations environments
• exposure to large-scale service platforms
• Understanding of customer journey optimisation and service design

Location

The role is based in Sheffield city centre, approximately a 10-minute walk from the train station.

Hybrid working is available, with three days per week expected in the office to support collaboration and stakeholder engagement. Occasional travel to other UK locations may be required.

SPG Resourcing is an equal opportunities employer and is committed to fostering an inclusive workplace which values and benefits from the diversity of the workforce we hire. We offer reasonable accommodation at every stage of the application and interview process.