Digital Product Owner - Salesforce - Order to Cash

Digital Product Owner - Salesforce - Order to Cash

Order to Cash | Digital Finance | Digital Delivery and Operations

Location: Barcelona

About Sanofi

We're an R&D-driven, AI-powered biopharma company committed to improving people's lives and delivering compelling growth. Our deep understanding of the immune system – and innovative pipeline – enables us to invent medicines and vaccines that treat and protect millions of people around the world. Together, we chase the miracles of science to improve people's lives.

About the Team

Our ambition is to deliver best-in-class enterprise services enabling Sanofi to chase the miracles of science to improve people's lives. Within Digital Delivery and Operations, we build digital solutions that enable data-driven decision-making, enhance workforce agility, and improve organizational performance.

We simplify processes, break down silos, and scale digital capabilities across Sanofi through strong collaboration, standardization, and continuous improvement.

Our Critical Success Factors – We focus on three key drivers:

Community. Building an engaged and collaborative team that attracts and develops top digital talent

Excellence. Simplifying, standardizing and continuously improving processes to achieve scale, quality and productivity

Digitalization. Enabling transparency, analytics-driven insights and rapid innovation across Sanofi's workforce ecosystem

Position Overview

Job Family Group

Digital Data & Technology

Job Family

Digital Product

Job Category

Digital Product Management

Role Purpose

Own the entire lifecycle of Customer Contact Management digital products within the Order to Cash ecosystem - from ideation through exploration, validation, growth, sustainment, and eventual retirement. Serve as the key decision maker accountable to the business for delivering exceptional customer value through innovative digital solutions that enhance customer experience and operational efficiency.

Reporting to the Digital Product Line Manager for Order to Cash, this role works in close partnership with Customer Fulfilment, Trade, Supply Chain, and Digital teams to directly impact customer experience and drive Sanofi's digital transformation agenda.

About the Role

This is a senior/expert-level position requiring a seasoned digital product professional with deep expertise in Salesforce Service Cloud, Agentforce, and AI-powered customer service solutions. The successful candidate will bring significant Progressive experience in digital product management and a proven track record of delivering transformative customer contact solutions in complex enterprise environments.

Key Responsibilities

1. Product Ownership & Strategy

Develop and execute a comprehensive digital strategy for Customer Contact Management aligned with Sanofi's Order to Cash, Business Operations, and Digital strategic priorities

Own the product roadmap, balancing near-term delivery with long-term ambition, ensuring every feature ties to measurable business value

Oversee the full lifecycle of Customer Contact Management applications - from implementation, operations, and continuous improvement through to retirement

Map each product to its corresponding business process tier within Sanofi's enterprise operating model, ensuring alignment with architecture standards and governance frameworks

Drive product forecasting and business case development for digital initiatives

Support budget tracking and reporting in collaboration with Finance and Procurement

2. Stakeholder Management & Collaboration

Work closely with Order to Cash stakeholders, GPO/GPL to understand their needs and translate them into clear product requirements

Animate collaboration between stakeholders to maximize synergies and eliminate duplication

Manage complex stakeholder relationships across multiple business units and geographies

Partner with Customer Fulfilment, Trade, and Supply Chain teams to directly impact customer experience

Present product strategy, roadmap, and progress to senior leadership and executive stakeholders

Drive delivery in close collaboration with architects, tech experts, and designers

3. Agile Product Development

Lead agile development teams using Scrum methodology and best practices

Collaborate with development teams to define user stories, acceptance criteria, and product requirements

Prioritize the product backlog based on business value and customer impact

Ensure a quality mindset is embedded throughout the product development lifecycle

Leverage Confluence and Jira for backlog management, documentation, and team collaboration

4. Customer-Centric Innovation

Drive customer-focused product decisions based on data-driven insights and user research

Optimize customer contact processes to improve satisfaction, operational efficiency, and zero-touch order processing rates

Leverage Salesforce Service Cloud capabilities to enhance omnichannel customer contact management

Identify and implement AI-powered solutions to improve customer service efficiency and satisfaction

Drive adoption of Einstein AI features for predictive analytics and intelligent case routing

Drive implementation and optimization of Salesforce Agentforce for autonomous customer service capabilities

5. Digital Transformation & Automation

Lead digitalization initiatives for customer contact processes, driving automation and process simplification

Implement RPA (Robotic Process Automation) and AI-driven tools to reduce manual effort and improve accuracy

Ensure responsible AI implementation aligned with Sanofi's governance frameworks and ethical standards

6. Salesforce Service Cloud & Agentforce Leadership

Serve as the product authority for Salesforce Service Cloud configuration, customization, and optimization

Oversee Service Cloud capabilities including case management, omnichannel routing, knowledge management, and service analytics

Lead the deployment and governance of Salesforce Agentforce for autonomous agent management

Manage Agentforce integration with Service Cloud to deliver seamless, intelligent customer contact experiences

Ensure Salesforce platform integration with ERP systems and third-party platforms is robust and scalable

Required Qualifications

Education & Certifications

Must Have (Required before hire or within agreed onboarding period)

Bachelor's degree in Business, Engineering, Computer Science, or related field

Professional Scrum Product Owner I (PSPO I) - mandatory per Sanofi 2026 Digital Certification Drive

Salesforce Product Owner certification

Strongly Preferred (Significant competitive advantage in selection)

Salesforce Agentforce certification or active enrollment in Agentforce certification programme

Salesforce Service Cloud Administrator or Advanced Administrator certification

Nice to Have (Valued but not decisive)

Advanced Agile / Scrum certifications (SAFe, CSPO, etc.)

Salesforce Einstein Analytics certification

Experience

7–10 years of digital product management experience in enterprise environments

5+ years of hands-on experience with the Salesforce platform and ecosystem

3+ years in a senior product owner or product management role

Strong Salesforce AI and automation background with demonstrated ability to acquire Agentforce expertise; candidates with adjacent AI platform experience and a clear track record of rapidly mastering new Salesforce capabilities will be considered

Demonstrated experience in Order to Cash, Customer Service Management, or related business processes

Pharmaceutical or healthcare industry background strongly preferred and will be a significant differentiator in selection

Technical Skills

Skill - Level Required

Salesforce Service Cloud -Advanced

Salesforce Agentforce Platform -Experienced

AI & Automation Capabilities - Experienced

Technical Acumen (CRM, APIs, Integrations) - Experienced

User Experience (UX) Design - Experienced

ERP Systems -Experienced

Data Analysis & Business Intelligence - Experienced

AI & Automation Experience

Demonstrated experience implementing AI-powered solutions in customer service or contact management

Strong background in Salesforce AI capabilities, including Einstein AI, predictive analytics, and intelligent routing

Experience with Agentforce OR demonstrated ability to rapidly acquire expertise in emerging AI agent platforms - given Agentforce's 2024 launch, candidates with strong adjacent AI platform experience and a clear learning trajectory are encouraged to apply

Track record of successfully adopting and implementing new Salesforce platform capabilities as they come to market

Knowledge of machine learning applications in customer contact optimization

Experience with AI chatbots, intelligent routing, and predictive analytics for customer service

Experience with automation tools and RPA in customer-facing processes

Understanding of AI ethics and responsible AI implementation in enterprise environments

Functional Skills

Skill - Level Required

Agile Methodology - Advanced

Data-Driven Decision Making - Advanced

Stakeholder Management - Advanced

Product Development Lifecycle - Advanced

Digital Product Management - Advanced

Product Forecasting - Advanced

Customer-Focused - Advanced

Business Acumen (Pharma / Order to Cash) - Advanced

Business Skills

Customer Contact Management expertise - deep understanding of omnichannel contact strategies

Order to Cash process knowledge and end-to-end value chain understanding

Business Acumen - Advanced understanding of pharmaceutical/healthcare industry dynamics, Order to Cash value chains, and commercial operations, with the ability to translate business strategy into digital product decisions

Quality mindset and process improvement capabilities

Cross-functional teamwork and leadership across global, matrixed organizations

Experience with Confluence and Jira for product and project management

Preferred Qualifications

MBA or related advanced degree

Pharmaceutical or healthcare industry experience - strongly preferred; candidates with this background will be prioritised in the selection process given the regulatory, commercial, and operational complexity of the environment

Knowledge of regulatory requirements in pharmaceutical customer management (GDP, GxP, pharmacovigilance)

Salesforce Service Cloud Administrator or Advanced Administrator certification

Salesforce Einstein Analytics certification

Advanced Agentforce certifications and specialized training

Experience with Customer Data Platforms (CDP) and Master Data Management (MDM)

Knowledge of AI implementation frameworks and governance

Track record of successful Agentforce implementations in enterprise customer service environments

Key Performance Indicators

Customer satisfaction scores and Net Promoter Score (NPS)

Zero-touch order processing rate improvement

Product adoption and user engagement metrics

Time-to-market for new features and capabilities

Business value delivered through digital solutions

Agentforce implementation success and autonomous agent performance metrics

Stakeholder satisfaction and team performance metrics

Competencies & Behaviors

Competency - Level

Customer-Focused - Advanced

Innovation Mindset - Advanced

Collaborative Leadership - Advanced

Data-Driven Decision Making - Advanced

Agile Mindset - Advanced

Quality Excellence - Experienced

Technical Fluency - Advanced

Results-oriented and proactive - able to manage multiple priorities in a fast-paced environment

Excellent communication and executive presentation skills - including with C-suite and senior stakeholders

Problem-solving in complex environments - proven track record of overcoming roadblocks

Cross-functional leadership and influencing - ability to drive alignment without direct authority

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