• Lead the design, configuration, and continuous improvement of Salesforce Service Cloud for global customer operations • Serve as the functional and strategic owner of Service Cloud capabilities — including Case Management, Entitlements, Knowledge, CTI, Omni-Channel, and more • Translate complex business requirements into scalable, best-practice Salesforce solutions • Drive the development of advanced case routing, SLA automation, and escalation workflows • Optimize and expand self-service, knowledge base, and community support channels • Champion the use of Einstein features, including bots, recommendations, and analytics for smarter service delivery • Collaborate with Product, Engineering, Customer Care, and IT to ensure roadmap alignment and delivery • Act as a lead analyst and mentor to junior BSAs and support team members • Develop and maintain dashboards, health checks, and KPI reports to track performance and outcomes • Support and contribute to omnichannel service strategies (chat, phone, email, social) • Evaluate and implement 3rd party solutions and Salesforce managed packages to extend platform functionality • Own change management, documentation, testing, and training to support end-user adoption • Stay ahead of Salesforce platform innovations and drive proof of concepts (POCs) to evaluate potential impact