drjobs Senior Technical Lead, Salesforce Operations & Delivery Excellence

Senior Technical Lead, Salesforce Operations & Delivery Excellence

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Job Location drjobs

Adelphi, MD - USA

Monthly Salary drjobs

$ 128000 - 139000

Vacancy

1 Vacancy

Job Description

Senior Technical Lead Salesforce Operations & Delivery Excellence

CRM - Salesforce Ops

US Exempt Regular

Full time

Stateside Exempt 3.1

Location: Adelphi MD (Hybrid)

Summary:

As a Senior Technical Lead Salesforce Operations & Delivery Excellence you will play a pivotal role in supporting and advancing operational standards process adherence data and security best practices and delivery excellence across the Salesforce ecosystem. You will collaborate with cross-functional teams to build maintain and improve scalable processes operational tools and data-driven frameworks that enhance the efficiency security and predictability of CRM modernization initiatives.

In this role you will contribute to strategic operational initiatives drive process innovation and foster a culture of continuous improvement and collaboration within the CRM team. You will serve as a trusted resource for data integrity information assurance and security vendor coordination and delivery optimization while supporting UMGCs long-term goals of enterprise modernization operational excellence and customer satisfaction.

Duties and Responsibilities:

Operations & Delivery Excellence (70%)

  • Partner with leadership to define and implement operational processes policies and best practices supporting Salesforce Marketing Cloud and Contact Center operations.

  • Proactively monitor Salesforce environments (both legacy and Education Cloud) to ensure optimal system performance conducting regular health checks and addressing potential issues related to data integrity system errors and user performance.

  • Design and implement process automation solutions to streamline system workflows data integration and operational reporting. This includes managing workflows Apex code and Lightning components for continuous improvement.

  • Build and maintain dashboards and metrics (Azure DevOps Smartsheet Power BI etc.) to monitor adherence team performance and operational KPIs.

  • Facilitate adherence to process standards by developing documentation SOPs and training materials.

  • Identify and execute operational improvements to optimize delivery processes and improve efficiency.

  • Collaborate with cross-functional stakeholders and vendors to identify prioritize and resolve operational challenges.

  • Support the implementation of tools and frameworks to strengthen data governance operational efficiency and delivery quality.

  • Manage and support vendor relationships for operational tools (e.g. Copado ) including coordinating procurements renewals and vendor communications.

  • Establish and manage metrics for system performance project progress and team efficiency providing executive-level reporting and recommendations for continuous operational improvements.

Team Collaboration & Knowledge Sharing (20%)

  • Provide onboarding training and guidance to team members on operational processes tools and best practices.

  • Contribute to the development and delivery of internal knowledge-sharing sessions (e.g. process training ADO Smartsheet usage).

  • Foster a collaborative feedback-driven team culture focused on continuous learning accountability and operational excellence.

  • Participate in cross-functional team discussions and communities of practice to promote delivery excellence.

Innovation & Continuous Improvement (10%)

  • Identify opportunities for technology adoption and process optimization to improve operational delivery and customer satisfaction.

  • Engage in learning opportunities (e.g. certifications training industry events) to expand knowledge and contribute to operational innovation.

  • Support initiatives that drive data security integrity and governance within Salesforce and related platforms.

Skills:

  • Strong organizational analytical and problem-solving skills.

  • Ability to collaborate effectively with cross-functional teams.

  • Skilled in developing process documentation SOPs and operational playbooks.

  • Proficient in Microsoft Teams Outlook PowerPoint Excel Smartsheet and Power BI.

  • Excellent written and verbal communication skills.

  • Ability to manage vendor relationships and support procurement processes.

  • Demonstrated accountability proactive communication and continuous learning mindset.

Education & Experience Requirements:

Experience:

  • 3 years of experience in Salesforce operations CRM delivery or related technology operational roles.

  • 24 active Salesforce or related certifications.

  • Demonstrated experience building operational processes reporting tools or team knowledge-sharing frameworks.

  • Experience working with Salesforce Azure DevOps Copado or similar platforms.

Preferred Experience Requirements:

Education:

  • Bachelors Degree

Experience:

  • Experience working in Higher Education technology environments.

  • Knowledge of Salesforce products such as Sales Cloud Service Cloud Experience Cloud Education Cloud.

  • Experience managing or contributing to enterprise-level CRM delivery initiatives.

All submissions should include a cover letter and resume.

The University of Maryland Global Campus (UMGC) is an equal opportunity employer and complies with all applicable federal and state laws regarding nondiscrimination. UMGC is committed to a policy of equal opportunity for all persons and does not discriminate on the basis of race color national origin age marital status sex sexual orientation gender identity gender expression disability religion ancestry political affiliation or veteran status in employment educational programs and activities and admissions.

Workplace Accommodations:

The University of Maryland Global Campus Global Campus (UMGC) is committed to creating and maintaining a welcoming and inclusive working environment for people of all abilities. UMGC is dedicated to the principle that no qualified individual with a disability shall based on disability be excluded from participation in or be denied the benefits of the services programs or activities of the University or be subjected to discrimination. For information about UMGCs Reasonable Workplace Accommodation Policy or to request an accommodation applicants/candidates can contact Employee Accommodations via email at.

Benefits Package Highlights:

Hiring Range:

$128000.00 - $139000.00

Required Experience:

Senior IC

Employment Type

Full-Time

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