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Manager, Salesforce Service Cloud

Austin, TX; Denver, CO

Join Udemy. Help define the future of learning.

Udemy is an AI-powered skills acceleration platform built to help people and teams grow. It’s personalized, practical, and focused on real-world impact.

Our mission is simple: to transform lives through learning. Your work helps people around the world build skills they can use, whether they’re picking up something new or leveling up to stay ahead.

Over 80 million learners and 17,000 businesses already learn with Udemy. If you’re excited by change, energized by learning, and ready to have a real impact, you’ll feel right at home. 

Learn more about us on our company page.

Where we Work

Udemy is a global company headquartered in San Francisco, with additional U.S. offices in Denver and Austin, and international hubs in Australia, India, Ireland, Mexico, and Türkiye. This is an in-office position, requiring three days a week in the office (Tuesday, Wednesday, Thursday) and flexibility on Mondays and Fridays.

 

About your skills

  • Technical Expertise: Deep understanding of Salesforce core platform architecture and Service Cloud capabilities, with advanced administrator skills and growing knowledge of AI applications in customer support environments.  Hands on experience building automation with Flows and other declarative tools.

  • Strategic Thinking: Ability to translate complex business processes into scalable system solutions while developing and prioritizing roadmaps that align with organizational goals.

  • Leadership: Effective team influencing and mentoring capabilities, paired with exceptional stakeholder management and collaboration skills across technical and business teams.

  • Problem-Solving: Analytical approach to identifying and resolving complex issues with attention to detail and a focus on sustainable, long-term solutions.

 

About this role 

Udemy is seeking a strategic and technically adept Salesforce Service Cloud Product Manager to lead the implementation and long-term ownership of our Service  and Experience Cloud platforms. This role is critical to enabling scalable, high-impact customer experiences across our Global Customer Operations teams—supporting both Enterprise and Consumer customers. You will partner closely with our implementation vendor during initial setup and take full product ownership post-launch, driving platform maturity, feature innovation, and operational excellence. This role requires a strategic thinker who can translate business requirements into effective system solutions while building strong relationships with stakeholders and mentoring team members.

 

What you’ll be doing 

  • Lead and coordinate the successful rollout of Salesforce Service and Experience Clouds, partnering with external vendors, internal stakeholders, and cross-functional teams.

  • Serve as the Product Manager for Service and Experience Clouds post-implementation, overseeing system stability, continuous improvement, and roadmap execution.

  • Develop and maintain a strategic roadmap and product backlog for future enhancements and projects based on business priorities and ROI.

  • Build strong partnerships with the Global Customer Operations team to understand user pain points and opportunities for automation and optimization.

  • Translate complex support workflows into scalable Salesforce solutions using declarative features (e.g., Flows, Omni-Channel, Knowledge Base) or code in collaboration with developers.

  • Lead and mentor Service Cloud developers and administrators, providing technical guidance and collaboration coaching

  • Facilitate user acceptance testing (UAT), change management, and adoption across regions and teams.

  • Stay ahead of Salesforce product releases and recommend high-value features and optimizations

 

What you’ll have

  • 5-10 years of experience implementing or managing Salesforce Service Cloud in high-growth or global organizations.

  • Experience with Experience Cloud (e.g., customer/self-service portals, partner communities).

  • Required Salesforce certifications:

    • Salesforce Administrator Certification

  • Preferred Salesforce certifications:

    • Salesforce Platform App Builder Certification

    • Salesforce Service Cloud Consultant Certification

    • Salesforce Experience Cloud Consultant Certification

  • Experience mentoring a technical team (developers/admins) and influencing across functions.

  • Strong understanding of customer support operations, contact center processes, and case management best practices.

  • Familiarity with Agile/Scrum methodology, sprint planning, and backlog grooming.

  • Experience managing project timelines, resources, and deliverables to achieve outstanding results.

 

At Udemy, we strive to be transparent around compensation. Actual compensation for this role is based on several factors, including but not limited to job-related skills, qualifications, experience, and specific work location due to differences in the cost of labor. In addition to a base salary, this role is also eligible for equity.

Hiring Compensation Range

$139,000 - $174,000 USD

Why work here?

You’ll grow here.
Learning is part of the job. You’ll get full access to Udemy courses, a monthly UDay to invest in yourself, and a budget to spend on whatever helps you improve. Many people are diving into AI lately, but what you focus on is up to you.

AI is real here.
We use it in the way we learn and the way we work. You’ll have the space and tools to experiment, apply, and get better at using AI in practical ways.

You’ll own your work.
We trust people to lead, make decisions, and follow through. You don’t need to wait for permission or layers of approval to have an impact.

You’ll build with others.
We collaborate openly and shape ideas together. Everyone has a voice, and good thinking is welcomed from any direction.

You’ll see your impact.
What you build helps people grow their skills, change their careers, or find a path forward. You’ve got the experience, why not use it to help others gain theirs?

Bring your curiosity. We’ll bring the platform and the support. Let’s LEARN together. 

Our Benefits Start with U

Our benefits start with you and were built to provide you and your family with the protection and care you need, making it easy to access the right coverage when you need it most. Benefits vary by region, and we encourage applicants to review our Australia Benefits, India Benefits, Ireland Benefits, Mexico Benefits, Turkiye Benefits & US Benefits, pages to get an understanding of some of the benefits we offer. For details on region-specific benefits, please refer to the information provided during the hiring process. 

Benefits outlined are provided as a general overview and may vary depending on the location, role, and employment classification. All benefits are subject to change at the discretion of the organization and in accordance with applicable laws and policies.

At Udemy, we value diversity and inclusion and consider qualified applicants without regard to race, color, religion, sex, national origin, ancestry, age, genetic information, sexual orientation, gender identity, marital or family status, veteran status, medical condition, or disability. We understand that not everyone will match each of the qualifications. However, we also realize that everyone has unique experiences that can add value to our company. Even if you think your background might not perfectly align, we'd love to hear from you! 

Information regarding data privacy is available within the Udemy Careers Privacy Notice.

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