Manager, Salesforce Operations and Quality Assurance
Scope of Work
- Meet with and communicate regularly with key business stakeholders regarding prioritized sprint release cases
- Translate business requirements into proposed business process improvements and system enhancements
- Meet with IT release board members to review and prioritize release queue backlog and keep updated on in flight sprint work items
- Acting liaison between business leaders, development team, and managed service providers
- Facilitate QA scripting and user acceptance testing with emphasis on user experience
- Gather continuous feedback from end users to create the best customer experience
- Support triage and definition of business support requests and delegate to appropriate resource to execute
- Leverage analytics and reporting tools (e.g. CRM Analytics) to make data driven decisions
- Maintain repository of business and system process workflow documentation
- Coordinate activities across multiple cases and projects
- Monitor team performance, track KPIs, and report on progress to stakeholders
- Manage resource allocation across cases and projects within the program
- Facilitate communication between teams, stakeholders, and executive leadership
- Develop and implement change management strategies to support program initiatives
Qualifications
- Bachelor's degree in Computer Science, Information Systems, or other related concentration
- 5+ years of related work experience as a Manager
- 4+ years working within the Salesforce ecosystem.
- Strong knowledge of program help desk and customer service best practices.
- Able to collaborate and communicate effectively with business stakeholders / other IT team members.
- Proven experience in managing customer facing teams
- Strong analytical skills - Able to anticipate, identify, and solve problems through root cause analysis to deliver practical, timely solutions
- Proficiency in case management software (i.e. Salesforce Cases, ServiceNow, Jira, or similar)
- Willingness to travel domestically and internationally as needed.
- Excellent communication skills.
- Takes initiative and is innovative.
- Consultative and customer-service-oriented in nature in working with the functional teams.
- Able to communicate complex concepts and findings to non-technical stakeholders in a clear and concise manner.
- Strong Microsoft Office Suite skills
Nice to Have
- Salesforce Administrator Certification
- Salesforce Business Analyst Certification
- Experience with ServiceMax, Zuora, Financial Force, Salesforce CPQ, Supply Chain Management.
- Familiarity with Salesforce dashboard and reporting.
- SQL
We Offer
- Competitive base salary plus bonus opportunity.
- Tuition reimbursement.
- Medical, vision, and dental insurance.
- Short- and long-term, supplemental, and company-paid life insurance.
- 401(k) retirement savings plan.