The Operational Systems Manager owns the platforms that run Kelso's revenue and field operations: Salesforce Sales (CRM) and Salesforce Field Service Management (FSM), from implementation through adoption and continuous improvement. This is both a delivery role and a platform administration role: the person is accountable for implementing FSM, getting CRM into the hands of operating companies that do not yet have it, administering the platform day to day, and making both platforms measurably better for the people using them. It is also a player-coach role: the person performs senior Salesforce administrator work directly, manages a junior administrator, and over time extends into the wider operational systems portfolio. What the Role Owns • Salesforce FSM implementation: Delivery lead from design and configuration through testing, training, cutover, and hypercare, starting with the pilot operating company and each wave after. • CRM rollout: Brings the remaining operating companies onto Salesforce Sales, including newly acquired ones, at a pace that outruns acquisition. Builds a repeatable deployment playbook so each wave costs less than the last. • Senior Salesforce administration: Hands-on ownership of Sales Cloud, Service Cloud, and Field Service: users and permissions, flows, validation rules, release management, license management, recurring data audits, and integration health across MuleSoft and NetSuite. • Adoption: Drives real usage rather than assuming it follows go-live. Partners directly with OpCo operations, service, and sales leaders; owns role-based training and change management; runs the Salesforce Champion forum; and coaches OpCo leaders on pipeline and work order discipline. Runs recurring data audits across the operating companies: stale pipeline, duplicate records, missing required fields, unworked opportunities, and takes the findings back to OpCo leadership as a coaching conversation rather than a report. Measures adoption, license utilization, data completeness, mobile usage in the field, cycle times, and intervenes where usage is lagging. • Standardization: Defines and holds one standard process and configuration across the operating companies. Maps current state, redesigns toward the Kelso standard before configuring to it, and treats OpCo variation as a documented, approved exception rather than a silent fork. • Continuous improvement: Owns the enhancement backlog end-to-end (intake, triage, prioritization, build, test, release) on a predictable release cadence. Turns Champion forum feedback, audit findings, and field observation into platform improvements, and applies Eliminate-Simplify-Automate so redundant steps and duplicate data entry get removed rather than automated in place. • Governance and vendors: Operational lead to the Salesforce Operational Steering Committee; manages implementation partners against their statements of work and reports honest status into the IT portfolio update. • Team: One direct report to start, a Junior Salesforce Administrator/Project Manager. What Success Looks Like • FSM stable in production at the pilot OpCo, configuration documented, next wave underway. • Additional OpCos live on CRM, with deployment time falling wave over wave. • Measured adoption at live OpCos against defined thresholds, not just deployment counts. • Exceptions to the enterprise standard documented, approved, and declining over time. • A predictable enhancement release cadence with a visibly shrinking backlog of workarounds. • A data quality baseline established and audited on a regular cycle. • Onboarding pace for newly acquired OpCos ahead of the acquisition rate. Requirements • 5+ years in business systems implementation or administration, including 3+ years hands-on with Salesforce. • Hands-on Service Cloud administration, not Sales Cloud alone: cases, queues, escalation rules, entitlements, console, omni-channel routing. Field Service is built on Service Cloud; a Sales Cloud-only background does not qualify. • Senior admin capability demonstrated personally: configures the platform, rather than directing a consultant to do it. • At least one full-lifecycle Salesforce implementation owned end-to-end. • A demonstrated track record driving adoption and standardization across multiple sites or business units: able to show what usage looked like before and after, not just that a system went live. • Field service, work order, or dispatch experience. • Data migration and data quality remediation experience. • Supervisory experience, or clear readiness for a first direct report. • Credibility with field operations leaders; willingness to travel to OpCo sites. • Salesforce Administrator certification, or attainment within six months of hire. Preferred Qualifications • Salesforce Field Service implementation experience; Service Cloud or Field Service Consultant certification. • MEP, trades, construction, or commercial field service background. • Multi-site or multi-entity rollout experience in an acquisitive environment. • NetSuite or comparable ERP exposure; familiarity with MuleSoft and Domo. • Process improvement and organizational change management training. • EHS or field productivity platform experience.