Customer Experience Manager

Hotwire Communications Ltd is a telecommunications company focused on delivering fiber network services and customer experiences. The Customer Experience Manager – Product Owner / Senior Business Systems Analyst leads the Salesforce ecosystem, owning its roadmap, backlog, governance, and continuous improvement. The role translates business needs into Salesforce solutions, designs cross-functional processes and integrations, and oversees testing, platform health, and CX outcomes.

Responsibilities:

• Serve as Product Owner and senior business analyst for the Salesforce platform (Sales Cloud, Service Cloud, Communications Cloud/Vlocity, CPQ etc.), owning the platform roadmap, backlog, and release calendar
• Transform game-changing ideas that differentiate our company into clear designs, epics, and user stories that we can implement through technology
• Own and prioritize the Salesforce product backlog; write and refine user stories and acceptance criteria and define “definition of done” in partnership with development and QA teams
• Assist in the definition of project scope, requirements, and objectives across the Salesforce ecosystem, involving all relevant stakeholders and ensuring technical feasibility
• Coordinate internal resources and third parties/vendors, including Salesforce implementation and AppExchange partners, to document issue statements, business requirements, and Return on Investment (ROI)
• Facilitate workshops or work sessions with to translate an initiative’s high-level concept into key design criteria
• Diagram and redesign cross-functional customer journeys and business processes spanning lead-to-order, service delivery introducing feasible processes implemented with people and Salesforce
• Author business and functional requirements, user stories, and integration specifications that clarify business rules, features, and other critical information for Salesforce enhancements
• Design integration and process improvements between Salesforce, billing, dispatch/field service management, workforce management, and adjacent enterprise systems to reduce manual workarounds and improve data accuracy
• Define test plan criteria and execute or oversee UAT/SIT against sandbox and production-like environments to evaluate whether documented requirements are sufficiently met before release
• Identify friction points, automation opportunities, and AI-enabled enhancements across self-service, contact center, and field service touchpoints, maintaining a prioritized continuous-improvement backlog
• Own and oversee functional documentation, configuration standards, and platform governance over time as a responsible steward of Salesforce processes and system workflows
• Monitor project progress and platform health by tracking activities, resolving problems, publishing progress reports, and advocating action against CX metrics (CSAT, NPS, FCR, time-to-resolution) and platform adoption metrics
• Partner with peers within Hotwire to streamline processes, drive end-to-end process improvements and efficiencies, and provide overall support to cross-functional teams
• Other duties as assigned by Supervisor

Requirements:

• Bachelor's degree in business, design, information technology, or a related field
• Minimum of five (5) years' experience as a Product Owner, Senior Business Analyst, Platform Owner, Architect, or Consultant in operations, or customer experience functions
• Hands-on experience administering or configuring the Salesforce platform (Sales Cloud, Service Cloud, Communications Cloud/Velocity, CPQ)
• Experience in reporting and analysis, CX metrics (CSAT, NPS, FCR), and ROI analysis
• Knowledge of quality management technique and process improvement (Six Sigma): both in statistical analysis and in qualitative interviewing
• Experience designing Journey Maps or other depictions of customer experience diagrams and documentation
• Experience designing processes that were implemented as a software-enabled solutions such as customer-facing web experiences or internal employee toolsets/workflow
• A strong understanding of the dynamic role of CX
• Knowledge of cable and telecommunications products and services
• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint and Outlook)
• Must embrace company principles and demonstrate understanding of concierge culture