Senior Manager, CX Business Systems

Who You Are

You are a problem solver and a motivated learner. You are a great communicator, collaborative, detail-oriented, and can see a project through from start to finish. You are able to act on your own but know when to ask for help or consult others. You are willing and able to mentor others. You have a strong technical background and bring passion and energy to any team you are on. You are committed to learning on and off the job, are outgoing, and have an enthusiastic/can-do demeanor.

How You’ll Succeed

• Set an inspirational technology vision for the CX (Customer Success, Professional Services, Support) organization and build the path to execute it both in the short-term and long-term.
• Futureproof our organization by proactively evolving our technology strategy and tech stack to scale our operations, while also solving for the front line team’s day-to-day challenges.
• Develop, maintain, and enhance features on our ServiceCloud/Salesforce system.
• Work with stakeholders and team to define a plan and execute on documenting workflows and internal processes.
• Collaborate with the Development, UX, and product managers to support cross functional system initiatives and to implement the CX technology roadmap.
• Attract, grow and retain top talent, providing inspiration, clarity of purpose, and an environment conducive to diversity of thought, innovation, and personal/career growth

What We’re Looking For

Salary Range

$90,000 – $130,000 per year (USD) + bonus up to 10% of base salary

***This is a remote position.***

• 7+ years of experience in technical consulting, management consulting, technical program management, operations management, or product management.
• 1+ years managing high-performing teams.
• Sharp technical, analytical, and problem solving skills with a strong bias for action, thinking from first principles and delivering the best results.
• Development experience in Salesforce technologies (VisualForce, Apex, Lightning, SOQL/SOSL).
• Salesforce certification (Force.com Advanced Developer or Salesforce Certified Platform Developer II).
• Thorough understanding of Salesforce platform API, capabilities, and development practices (especially Sales and Service Cloud).
• Strong working experience using a variety of web development frameworks (PHP, C# ASP.Net preferred).
• Strong software architectural awareness.
• Experience with continuous integration pipelines.
• Experience with managing technical debt and tackling ongoing scaling issues.
• Working knowledge of HTML, CSS, DOM, Javascript, jQuery, and modern front-end frameworks.
• Ability to communicate with clarity and purpose across stakeholders, including tailoring messaging for a given audience.
• Strong desire for collaboration and partnerships – this is a highly collaborative role that will work with a range of senior leaders; proven track record of effectively interacting with senior management