Engineering Manager
| Company | Salesforce |
|---|---|
| Location | Seattle, WA, USA, Indianapolis, IN, USA, San Francisco, CA, USA, Austin, TX, USA, Chicago, IL, USA, Atlanta, GA, USA |
| Salary | $155400 – $233200 |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Senior, Expert or higher |
Requirements
- Bachelor’s degree in Computer Science, Software Engineering, or equivalent relevant experience required. Experience will be evaluated based on the Values & Behaviors for the role (e.g. extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)
- 10+ years of relevant hands-on experience in Salesforce Administration and various Salesforce cloud products such as Sales Cloud, Service Cloud, Experience Cloud, Data Cloud and Agentforce
- Proven experience in Salesforce platform governance and engineering operations
- Strong understanding of Salesforce architecture, configuration and customization
- Excellent communication and collaboration skills to work with cross-functional teams
Responsibilities
- Develop and implement governance frameworks, policies, and best practices
- Ensure compliance with data security, privacy and other legal requirements
- Establish technical governance standards, ensuring adherence to best practices in Apex Design Patterns, LWC, and integration security.
- Use KPIs to routinely measure the health of our platform, our security posture and our customers maturity while constructively looking for opportunities to improve.
- Responsible for monthly/quarterly service metrics, reviews of Incident and Problem data for trends and recurrence of issues, finding opportunities to reduce the frequency and eliminate service-impacting events
- Provide leadership and direction to overall support processes. Develop required processes and playbooks to enhance the support models
- Oversee troubleshooting and resolution of technical and functional issues. Be the primary contact for application support/incidents and escalations, and maintain SLAs
- Establishes a culture of doing detailed RCAs to get to the bottom of every issue. Takes actions to prevent issues from recurring
- Maintains knowledge bases for issue management
- Report promptly to management and business partners regarding critical outages until resolution
- Provide regular status reports to management on application status and other metrics
- Collaborate with business stakeholders/PMs to align Digital Success Engineering with organizational goals
- Identify customer zero opportunities for business process optimization and innovation
- Lead the POCs/Evaluations of new Industry trends and Agentforce features
- Drive continuous improvement initiatives and stay current with Industry and Salesforce product trends and advancements
Preferred Qualifications
- Salesforce certifications (e.g, Salesforce Administrator, Salesforce Advanced Administrator, or Salesforce Platform App Builder) are plus
- Lifelong learner, inquisitive, practical, and passionate about technology and sharing knowledge
- Strategic problem solver, thought leadership and comfort communicating with executive audiences
- Experience with design thinking, persona-based discovery or other innovation techniques
- Driving innovation programs, emerging technology adoption, and process improvements
- Conducting market research, competitive analysis, and industry trend forecasting
- Leading emerging technology adoption (AI, cloud-native development, low-code/no-code etc.)