Must Have Technical/Functional Skills
Salesforce & Technical Skills
• Strong hands on understanding of Salesforce Service Cloud, including:
o Service Console, Omni Channel, CTI, Knowledge
o Case lifecycle management, entitlements, SLAs
o Declarative automation (Flows, Validation Rules)
• Solid knowledge of Salesforce architecture, data model, and security model.
• Experience with Salesforce integrations (REST/SOAP APIs, middleware platforms).
• Familiarity with Apex, Lightning Web Components (LWC) sufficient for design and review (not necessarily hands on coding).
Program Management Experience
• 10+ years of overall IT experience with 5+ years leading large Salesforce or CRM programs.
• Proven experience managing enterprise scale Salesforce implementations.
• Strong experience with Agile / SAFe / Scrum and traditional governance models.
• Experience delivering programs under fixed price and managed services models.
Leadership & Communication
• Excellent stakeholder management and executive communication skills.
• Strong ability to bridge business and technical teams.
• Experience leading geographically distributed teams.
• High degree of ownership, accountability, and decision making capability.
Preferred Qualifications
• Salesforce certifications (Service Cloud Consultant, Administrator, Platform App Builder, or Architect).
• Program/Project Management certifications (PMP, SAFe, Scrum Master).
• Experience in regulated industries (Healthcare, Life Sciences).
• Experience working with North American enterprise clients.
Success Metrics
• On time and on budget program delivery
• Quality of Salesforce Service Cloud implementation
• Stakeholder satisfaction and executive confidence
• Risk reduction and production stability
• Adoption and business value realization
Roles & Responsibilities
Program & Delivery Leadership
• Own end to end program delivery for Salesforce Service Cloud initiatives, including roadmap planning, execution, and go live.
• Manage multiple projects/workstreams (Service Cloud core, CTI, Omni Channel, Knowledge, Integrations, Data Migration, Reporting).
• Establish and govern program cadence (steering committees, release planning, RAID reviews, sprint reviews).
• Ensure alignment with client business objectives, SLAs, and contractual commitments.
Technical & Architectural Oversight
• Act as the primary technical program owner working closely with Salesforce Solution/Technical Architects.
• Ensure solution designs align with Salesforce Service Cloud best practices, scalability, security, and performance standards.
• Oversee technical decisions related to:
• Service Console, Omni Channel, CTI integrations
• Case management, entitlement processes, and automation
• Knowledge Management, Digital Engagement, Bots
• Integrations using REST/SOAP APIs, middleware, event based patterns
• Validate technical designs, integration approaches, and non functional requirements.
Stakeholder & Client Management
• Serve as the single point of accountability for program execution to client leadership.
• Translate business requirements into clear, executable technical plans.
• Manage expectations across business, IT, security, and compliance stakeholders.
• Drive executive level communication, status reporting, and decision making.
Agile / Hybrid Program Management
• Lead programs using Agile, SAFe, or hybrid delivery models.
• Oversee release planning, sprint execution, dependency management, and cross team coordination.
• Track and report on program KPIs (schedule, cost, quality, velocity, defect trends).
Risk, Quality & Governance
• Proactively identify and mitigate program, technical, and operational risks.
• Own RAID logs, change control, and escalation management.
• Ensure adherence to coding standards, security policies, and compliance requirements (HIPAA, SOX, GDPR where applicable).
• Drive UAT readiness, go live planning, and post production stabilization.
Team & Vendor Management
• Lead cross functional teams including Salesforce developers, architects, QA, BAs, and integration teams.
• Manage onshore/offshore delivery models and vendor dependencies.
• Mentor delivery managers and technical leads on Salesforce program execution best practices.
Generic Managerial Skills, If any
• Excellent Team Player
• Ability to plan and schedule technical deliverables
• Be the primary point of contact for resolution of technical issues and providing leadership to the team on product quality
• Excellent presentation skills to articulate solution concepts to the senior leadership teams.
Education
Bachelor or similar
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