Manager, Salesforce Operations and Quality Assurance

Manager, Salesforce Operations And Quality Assurance

The Manager of Salesforce Operations & Quality Assurance is responsible for managing the business as usual (BAU) operations of Quench's Salesforce issues, projects, and data updates as well as Quality Assurance for sprint release projects. The work this person manages positively impacts Quench's innovation, production, and revenue goals. The Manager of SF Ops and QA is a core member of the IT Leadership Team and will lead the overall coordination of resources consisting of Salesforce Administrators, Analysts, and QA Analysts within the IT department. This person will be a key influencer in the achievement of strategic alignment and direction through on-time and quality delivery. Quench's primary systems are Salesforce.com and include Zuora, ServiceMax, FinancialForce, Supply Chain Management, CPQ, as well as several other systems. The successful candidate must be experienced with the Salesforce systems and administration and be aware of the solutions for our company's unique needs. This is a hands-on leadership role where you will work directly with the entire IT team and lead multiple projects as well as handle day to day operations simultaneously. They will be self-motivated, detail-oriented problem solver with excellent documentation and communication skills. They will take responsibility for the key performance indicators (KPI's) for this group.

Responsibilities :

• Meet with and communicate regularly with key business stakeholders and internal IT team regarding prioritized sprint release cases
• Overall ownership and responsibility for Salesforce basic administration including permissions, backup, restore, sandbox, and development and training orgs.
• Translate business requirements into proposed business process improvements and system enhancements
• Meet with IT release board members to review and prioritize release queue backlog and keep updated on in flight sprint work items
• Acting liaison between business leaders, development team, and managed service providers
• Facilitate QA scripting and perform or assign QA testing and regression testing for all sprint release cases
• Support user acceptance testing with emphasis on user experience
• Gather continuous feedback from end users to create the best customer experience
• Support triage and definition of business support requests and delegate to appropriate resource to execute
• Leverage analytics and reporting tools (e.g. CRM Analytics) to make data driven decisions
• Maintain repository of business and system process workflow documentation
• Coordinate activities across multiple cases and projects
• Lead and contribute to projects as needed
• Monitor team performance, track KPIs, and report on progress to stakeholders
• Manage resource allocation across cases and projects within the program
• Facilitate communication between teams, stakeholders, and executive leadership
• Develop and implement change management strategies to support program initiatives

Qualifications :

Bachelor's degree in Computer Science, Information Systems, or other related concentration

5+ years of related work experience as a Manager

4+ years working within the Salesforce ecosystem.

Strong knowledge of program help desk and customer service best practices.

Able to collaborate and communicate effectively with business stakeholders / other IT team members.

Proven experience in managing customer facing teams

Benefits :

Medical

Dental

Vision

Life insurance

Disability

401(k)

Unlimited Paid Time Away

Parental leave

Additional voluntary benefits

Quench offers salary, commission, benefits, and incentive awards. We are proud to be an Equal Opportunity Employer. Quench provides equal opportunity in all of our employment practices to all qualified employees and applicants without regard to sex, sexual orientation, race, color, religion, gender, national origin, ethnicity, age, disability, marital or family status, pregnancy, military status, veteran status, genetic information or any other category protected by federal, state and local laws. This policy applies to all aspects of the employment relationship, including recruitment, hiring, compensation, promotion, transfer, disciplinary action, layoff, return from layoff, benefits, training, social and recreational programs. All such employment decisions will be made without unlawfully discriminating on any prohibited basis.