Senior Technical Lead, Salesforce Operations & Delivery Excellence

CRM - Salesforce OpsUS Exempt RegularFull timeStateside Exempt 3.1Location: 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 UMGC's 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, Elements.cloud), 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.

• 2-4 active Salesforce or related certifications.

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

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

Preferred Experience Requirements:

Education:

• Bachelor's 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 UMGC's Reasonable Workplace Accommodation Policy or to request an accommodation, applicants/candidates can contact Employee Accommodations via email at employee-accommodations@umgc.edu. 

Benefits Package Highlights:

• Generous Time Off: Enjoy 22 days of paid vacation, 15 days of sick leave, 3 personal days, and 15 paid holidays (16 during general election years). For part-time employees, time off rates will be prorated based on the number of hours worked.
• Comprehensive Health Coverage: Access to health care, medical with vision, dental, and prescription plans for both individuals and families, effective from the 1st of the month following your hire date.
• Insurance Options: Term Life Insurance, Accidental Death and Dismemberment Insurance, and Long-Term Disability (LTD) Insurance. Part-time employees working less than 0.5 FTE are not eligible for LTD.
• Flexible Spending Accounts: Available for medical and dependent care expenses.
• Retirement Plans: Choose between the Optional Retirement Program (ORP) or the Maryland State Retirement and Pension System (MSRPS).
• Supplemental Retirement Plans: include 401(k), 403(b), 457(b), and various Roth options. The university does not provide matching funds.
• Tuition Remission: Immediate availability for Regular Exempt Staff. Spouses and dependent children are eligible for undergraduate tuition remission after two years of service. NOTE: For part-time employees (at least 50 percent of the time), tuition remission benefits are prorated.

Hiring Range:

$128,000.00 - $139,000.00