Salesforce Product Owner

About Us Capital Bank N.A. is headquartered in Maryland, and has been serving our communities since 1999. We stand as a publicly traded company (NASDAQ: CBNK) with over $3 billion in assets. We offer commercial and consumer banking services to clients in Maryland, DC, and Northern Virginia, alongside two nation-wide lending brands; Capital Bank Home Loans and OpenSky, a credit card division that offers and services credit cards across all states. Our personalized approach to banking, paired with cutting-edge technology solutions and a comprehensive suite of products and services, fuels our growth, and enables us to support our customers at every stage in their financial journey. Come join a bank where our employees thrive and are engaged in meaningful work. For the last 5 out of 6 years, Capital Bank was named one of the "Best Banks to Work For" in the U.S. by American Banker. The Product Owner – Salesforce Platform is responsible for serving as the primary business owner for the Bank’s Salesforce ecosystem, supporting operational workflow automation, customer experience initiatives, and enterprise CRM strategies. This role is central to the Bank’s Salesforce implementation project and will play a key part in origination, design, configuration decisions, rollout, and long‑term governance. Following implementation, the Product Owner will oversee Salesforce's ongoing support, optimization, and continuous improvement, ensuring that the platform scales with business needs and delivers measurable value across departments. Position Responsibilities Product Ownership & Strategy • Serve as the subject matter expert (SME) and business owner for the Bank’s Salesforce environment, including services supporting workflow/automation, customer experience and service, issue resolution, and customer relationship management (CRM). • Define and communicate the Salesforce product vision, strategy, and roadmap in alignment with overall business objectives. • Continuously evaluate industry trends, regulatory changes, and customer needs to identify opportunities for product improvement and innovation. • Champion customer-centric digital experiences and end user satisfaction. • Lead the platform’s governance model, including data standards, permissioning strategy, and release management. • Leverage system capabilities to ensure all operational efficiency and business development opportunities the platform may provide are pursued. • Identify innovative opportunities for automation, workflow enhancements, improved user experience, and customer-facing capabilities. Implementation & Platform Setup • Participate as a core team member in the Salesforce implementation, including requirements gathering, solution design, configuration review, and user acceptance validation. • Collaborate with external Salesforce implementation partners to ensure platform design aligns with business objectives. • Document business processes, functional requirements, and configuration decisions. • Collaborate with IT, vendors, and business users to ensure the timely and high-quality release of new features and enhancements. • Lead user acceptance testing (UAT) to confirm that product changes satisfy requirements and support operational and customer needs. • Lead change‑management activities, including training, communication, and rollout planning. • Oversee system configuration and parameter adjustments, ensuring that documentation remains current and accurate. Backlog & Requirement Management • Gather, analyze, and document business requirements from stakeholders throughout the Bank. • Develop, maintain, and prioritize the product backlog, balancing requirements for functionality, compliance, and operational efficiency. • Translate business requirements into user stories, acceptance criteria, and enhancement requests. • Write clear user stories and acceptance criteria to facilitate development, testing, and effective vendor delivery. • Evaluate and approve changes to workflows, automations, and integrations. • Ensure documentation is complete, clear, and maintained as enhancements evolve. Ongoing Platform Support & Continuous Improvement • Oversee platform maintenance, including quarterly releases, version updates, and feature adoption. • Work with IT and vendors to resolve issues, monitor performance, and manage service requests. • Analyze system usage and recommend process improvements or new functionalities. • Lead optimization efforts to enhance user productivity and customer experience across digital and CRM channels. Stakeholder Engagement • Act as the liaison between business units, operations teams, compliance, technology, marketing, and leadership gr