About Procare
For over 30 years, Procare Solutions has been dedicated to empowering early childhood educators by providing products and services that enable them to focus on the care, safety and education of children. We recognize the responsibility that comes with nurturing and educating children, which is why our child care management solutions are designed to automate business processes, help ensure safety and compliance, communicate with families and provide educational resources and training to help teachers and children thrive.
Over 40,000 satisfied customers have chosen Procare Solutions as their trusted partner in providing exceptional care for young minds.
A Little About the Role
Procare Solutions is seeking an innovative Solution Owner to transform our Customer Service ecosystem by leveraging Salesforce Service Cloud, AI technologies, and advanced operational strategies. This role will be critical in optimizing our customer support infrastructure, driving operational efficiency, and enhancing customer experience across Customer Support, Customer Success, and Technical Operations teams.
What you’ll do:
Strategic Objectives
- Optimize Salesforce Service Cloud to enable world-class support experiences for customers and employees
- Integrate AI and automation to reduce response times and improve resolution rates
- Create scalable, intelligent support workflows that adapt to evolving customer needs
Salesforce Service Cloud Optimization
- Collaborate closely with Salesforce architects and engineering teams to develop and refine service cloud solutions
- Support the design of complex case management workflows through active participation and input
- Work with technical teams to define and prioritize user stories and requirements
- Contribute to Service Cloud integrations with critical support systems
- Adhere to and support agile development methodologies and sprint processes
AI and Automation Strategy
- Design and implement AI-powered support solutions
- Configure intelligent chatbots and virtual agents
Operational Efficiency
- Analyze support team performance metrics
- Identify and implement productivity improvements
- Design self-service portal enhancements
Cross-Functional Leadership
- Directly collaborate with Customer Success and Customer Support teams to understand operational challenges and technology needs
- Act as a key liaison between support teams and technical implementation groups
- Develop deep understanding of customer support workflows and pain points
- Translate operational insights into technical requirements and solution improvements
- Communicate complex technical concepts to non-technical stakeholders
- Represent customer support technology needs in strategic discussions
Our ideal candidate will have:
Technical Skills
- 5+ years' experience with Salesforce Service Cloud
- Advanced knowledge of service cloud configuration
- Hands-on experience with AI/automation tools
- Proficiency in low-code/no-code platforms
- Understanding of contact center technology ecosystems
- Experience with payments operations and payment processing systems
Soft Skills
- Exceptional problem-solving abilities
- Strong communication and storytelling skills
- Ability to translate business needs into technical solutions
- Collaborative and adaptable mindset
- Strategic and analytical thinking
Nice-to-Have Skills
- Salesforce Service Cloud certification
- Contact center implementation experience
- Machine learning / AI certification
- Experience with Zoom Contact Center
- Expertise in payment processing platforms and financial operations
Physical Requirements:
- This position works most of the time in a fixed office location and may involve sitting and/or standing for prolonged periods
- Frequently required to communicate verbally and in writing (mostly email) with customers, prospects, and other employees
- Use of computer, telephone, and other office equipment for the greater part of the workday
- Occasional travel may be required for this position
Why Procare?
- Excellent comprehensive benefits packages including: medical, dental, & vision plans
- HSA option with employer contributions
- Vacation time, holidays, sick days, volunteer & personal days
- 401K Plan with employer match and immediate vesting
- Employee Stock Purchase Plan
- Employee Discount Program
- Medical, Dependent Care, and Transportation FSA Plans
- Company paid Short and Long-Term disability and Life Insurance
- RTD EcoPass for all Denver employees
- Tuition Reimbursement and continued Professional Development
- Fast paced, high energy workplace environment in prime downtown location
- Regular company provided meals
Salary
$132,000 - $145,000/year DOE
Location
This position is based in our Denver, CO office. Procare operates in a hybrid working model based on business needs. Candidates must be willing and able to work in office a minimum of 3 days per week.
