Salesforce Delivery and Operations Manager

Department Information Technology

Exempt, Regular, Full Time, Pay Grade 4.4

Location: Adelphi, MD (Hybrid)

As the Salesforce Delivery and Operations Manager, you will play a pivotal role in elevating our operational standards to transform our delivery excellence model, enhance our customer engagement strategies and support the team's growth in new customer expansion. This role will work closely with the Assistant Vice President of CRM, Platform Leads, Executive Leadership and Agile Project Management Office, as well as external vendors and consultants. You will partner with the team to support internal operations, product roadmap, stakeholder engagement and management, project management to deliver CRM program success for our customers.

Duties and Responsibilities:

Project Management/customer Engagement:

• Provide day-to-day project management support for quarterly project feature releases

• Act as the customer's trusted advisor by providing regular project check-ins, progress reports, proactively identify risks and develop mitigation plan 

• Engage with UMGC platform teams (Salesforce, PeopleSoft, Workday, etc.) to assess, plan and deliver new Salesforce products and features 

• Partner and collaborate with change management team to develop change and communication strategies with the goal to promote innovative ideas, socialize change, increase engagement and drive adoption with UMGC

• Partner with our team's Product Owners and the Agile Project Management Office to cultivate relationships with key stakeholders to develop project and program management processes and reusable artifacts aligned with delivery best practices 

• Develop and manage team's project quality process; identify areas of opportunity to ensure teams are following best practices

• Establish CSAT and feedback program to gauge impact and value and develop iterative process improvements

Operations & Strategy:

• Partner with AVP to develop business development and go-to-market strategies to expand our customer portfolio, including project scoping, proposals, resource planning and forecasting, cost estimation, etc.

• Collaborate with technical team to identify opportunities to develop technical and functional accelerators that can be used in the go-to-market strategies  

• Manage our partner programs by identifying industry technology products, complete the initial submission into partner programs and re-evaluate qualifications and eligibility for annual renewals

• Partner with Operations Lead and Product Owners to engage with external vendor and account teams (i.e. Salesforce, OwnBackup, Copado, etc.) to understand upcoming product changes, roadmap, best practices etc. to ensure we're delivering best in class solutions and advisory to our customers

• Assist with identifying, evaluating, selecting and managing consultant partners for project and maintenance support

• Work closely with Finance to review and approve contractor timesheets and vendor invoices 

• Collaborate with AVP and Operations Lead to conduct regular audit of application licenses and usage, partner with Finance on budget and purchase decisions

• Assess operational performance, define KPIs, implement best practices and drive continual improvement related to our delivery and support model

• Collaborate and contribute to discussions on team's strategy, organization structure and operational changes needed for continual improvements 

• Develop and manage a high performing team that shares the Salesforce and Higher Education community and UMGC's values for delivering customer success, innovation and continual improvement

Education & Experience Requirements:

Experience:

• 10+ years combined experience in technical project management, program management, consulting, strategy, operations or similar capacity 

• 6+ years of Salesforce implementation experience for full lifecycle enterprise software projects 

• Proven track record on managing multiple concurrent projects effectively

• Proven ability to build, manage and foster a team-oriented environment

• Strategic thinker with High Emotional Intelligence, exceptional communication skills with the ability to convey ideas and help influence decisions 

• Demonstrated accountability in the face of both successes and failures

• Adept organizational skills with high attention to detail

• Proficient in Microsoft Teams, Outlook, PowerPoint, and Excel, Smartsheet, LucidChart

• Experience using DevOps tools, specifically Azure Dev Ops (ADO)

• Salesforce Associate, Business Analyst and/or Administrator Certification

Preferred Experience Requirements:

Education:

• Bachelor's Degree

Experience:

• Experience with Salesforce products: Sales Cloud, Service Cloud, Experience Cloud, EDA, Admissions Connect, Student Success Hub, Education Cloud

• Previous experience managing and delivering projects in Higher Education 

• Certified Scrum Master, PMP, Certified Project Director and/or any other globally recognized certification for project management and delivery