Salesforce Solutions Manager

The Salesforce Solutions Manager - Service will primarily support and innovate the customer service functions within Delta's Salesforce ecosystem. This digital manager directs the functional activities, analysis, and development of requirements by leading a team of admins & developers to align with the overall Information Services (IS) strategy. You will partner with a variety of business stakeholders to support their goals and lead your team to bring solutions to life. In addition, you will collaborate with other IS teams to achieve desired outcomes in the broader digital portfolio.

Responsibilities:

Business Partner Engagement

• Develop strong relationships with internal collaborators and external partners.
• Support strategic priorities and goals for the teams represented.
• Play a pivotal role in the development of roadmaps in support of business goals.
• Craft Business Cases and promote your ideas with senior leadership.
• Map skills and capabilities of IS to best enable your business partners' vision.
• Help us tackle problems by becoming a trusted advisor.

Solutions Design & Delivery

• As a Salesforce Solutions Manager for Delta, you will own Service aspects of the Salesforce platform, their evolution, security, and integrity.
• Coordinate with the Digital Architect and the Salesforce Solutions Manager for Sales to support the Lightning platform and cross-cloud data objects.
• Maintain an understanding of broad trends in the technology landscape and apply them to our goals.
• Participate in overall business solution designs including re-engineering business processes, organization and application architecture.
• Interpret internal or external business issues and recommend solutions/best practices.
• Ensure that the projects aligned to the strategic roadmap for this business area are delivered with quality, timeliness, and cost-effectiveness.
• Influence and align digital technology to enterprise architectural principles.
• Act as technical lead for large implementation programs and as project coordinator for smaller projects reporting status to the PMO Lead; these are projects that build capability and value directly tied to Delta's enterprise strategy.

Solutions Support

• Lead support and development resources (internal and external) for a timely resolution of support issues. Drive Service Level Agreements for a broad set of stakeholders including the business, trade, and consumers.
• Drive critical incidents in area of responsibility to completion, solving difficult and often complex problems.
• Assist with the resolution of complex problems that cannot be resolved by business process owners.
• Partner with Solution Sustainment to seek opportunities to improve enterprise data and ensure needs are being met.

Education & Experience:

• Bachelor's degree from a four-year college/university and 5+ years’ consistent track record in crafting, delivering, and developing business solutions with process and organization change.
• Salesforce Certified Administrator required. Salesforce Service Cloud Consultant preferred.
• Experience with customer service and order management processes including call center agent processes, registration and warranty claims, order processing, returns, as well as product identification.
• Experience with voice, video, chat, SMS, and survey tools/integrations a plus.
• Demonstrable experience in developing professional business relationships and encouraging these relationships to drive value centric initiatives.
• Ability to clearly and concisely explain technical topics to both technical and non-technical associates.
• Creative and critical thinking, problem solving, business case development and achievement.
• Demonstrated experience in leading multi-functional project and devops teams in a Scrum Agile environment. Experience with Scaled Agile Framework is a plus.
• Shown ability to implement new standards and processes. Experience working with IT controls.
• Above average multi-functional business understanding.
• Uses perseverance, communication skills, and knowledge to drive desired outcomes.
• Carries out responsibilities with limited oversight required.

Job Type: Full-time

Pay: $110,000.00 - $130,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Compensation package:

• Bonus opportunities
• Yearly pay

Experience level:

• 10 years

Schedule:

• 8 hour shift

Education:

• Bachelor's (Required)

Experience:

• Delivering and developing Salesforce business solutions.: 5 years (Required)

License/Certification:

• Salesforce Certified Administrator Certification (Required)

Work Location: Remote