14 days old

Senior Manager, Salesforce Operations

Airlines Reporting Corporation
Arlington, VA 22201
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  • Job Code
Location: US-All Offices
Job ID: 2022-2124
# of Openings: 1
Category: Customer Operations and Support

About The Role:

** ARC requires all employees to be vaccinated against COVID-19.

We will consider medical and religious accommodations as required by law **

We are searching for a Senior Manager, Salesforce Operations to join our team. In this role, you will be responsible for execution of the day-to-day configuration, support, maintenance, and improvement of the ARC Salesforce platform organization. You will provide leadership and direction to ensure efficient operations within the team, with a focus on Salesforce issue management, platform maturity and proactive troubleshooting. You will be responsible for business user support and system administration by providing effective change management, process engineering and resolution management best practices. You will work with other SF admins, front line support staff, end users, solutions architects and business product owners. You will expand, scale, and manage the intake process for Salesforce related incidents and change requests. Additionally, you will assign incidents/requests to the appropriate individual and/or work group and will take ownership of requests for completion when appropriate. This will include working closely with ARC Application Production Support team on integration specific incidents and necessary troubleshooting. You will also gather detailed requests for improvements or changes to the system and implement these changes as appropriate. You will work with the development team on the overall ARC Salesforce initiative and will take an active role handling some Product Owner responsibilities. You will design and configure security/sharing rules, permission sets, permission set groups, field level security, record level security, roles, and profiles. You will take on the role of ARC's primary Salesforce administrator and will assist in scaling the team as the scope of work increases. Future Jr. and/or Sr. level Salesforce administrators will report to this position.

What You'll Get to Do:

  • Maintain the Salesforce ticket queue by promptly responding to user questions and requests. Streamline incident and operations requests intake processes that properly triage, categorize, assign, prioritize, root cause, remediate, test, and close requested work.
  • Maintain updated system documentation and Salesforce policies/procedures.
  • Manage security settings and conduct regular security/configuration audits and all new user set-ups and deactivation.
  • Serve as lead resource on major Salesforce related projects and have a strong understanding of the product and its customers/users. Influence business decisions, issue resolution and business alignment.
  • Assist in training of new users and grow the Salesforce.com skill set across the organization. Provide direction and training to team members with various levels of experience.
  • Responsible for providing thought leadership concerning solutions to the challenges impacting various functions, e.g., Sales, Marketing, Settlement, Product, Finance.

You'll Bring These Qualifications:

  • Bachelor's degree from an accredited institution
  • 5+ years of experience culminating in a strong understanding of the Salesforce platform, with the ability to build custom apps and objects, formula fields, processes, custom views, and other content of intermediate complexity preferred. Strong understanding of Salesforce best practices and functionality.
  • Salesforce Administrator Certification required (Salesforce Advanced Administrator Certification preferred).
  • Previous experience working in a Scrum or agile environment, working in 2-week sprints, daily scrums, Jira software.
  • Previous experience with CPQ.
  • Experience with process documentation, building workflows, and collaborating on assets to market and communicate a program.
  • Experience working closely with QA to perform acceptance testing of new features.
  • Previous experience leading teams to deliver successful results.
  • Experience with service management ticketing systems (e.g. ServiceNow) preferred.

What We Can Offer You:

  • Joining ARC means joining a team that is motivated, diverse, creative, collaborative and solutions-oriented. We think big, embrace challenges, and explore new ideas to lead the way for the travel industry.
  • Our employees value the hands-on learning and professional development opportunities that allow them to expand their skills and grow their career in new, dynamic ways.
  • We offer a highly competitive, comprehensive benefits package so you can worry less and focus on what truly matters.
  • By joining ARC, you will partner with top minds in the industry as we use data and technology to innovate how the world travels.

EOE M/F/D/V Females and Minorities Encouraged to Apply



Posted: 2022-01-11 Expires: 2022-02-12

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Senior Manager, Salesforce Operations

Airlines Reporting Corporation
Arlington, VA 22201

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