Position Purpose:

The Sr. Engineering Manager, CRM is responsible for leading the day-to-day operations, delivery, and team for our Salesforce platform. This role is accountable for running a high-performing team of administrators, developers, and analysts—keeping the platform stable, shipping work reliably, and ensuring great service to the business. The Sr. Manager owns delivery execution and operational health, partners with the Product Owner on priorities and the Principal Architect on technical direction, and develops the people on the team, turning roadmap and architecture into delivered, supported, and well-run capabilities.

Key Responsibilities:

• Team Leadership and Development: Lead, manage, and develop a team of Salesforce developers and administrators. Coach team members, manage performance, and support hiring and onboarding.

• AI and Sales Enablement: Manage the delivery for the foundation and features that enables AI-driven capabilities and customer intelligence. Lead the technical roadmap that supports the AI-driven sales-enablement strategy.

• Delivery Accountability: Own day-to-day delivery accountability—planning, execution, and on-time, quality releases. Manage delivery based on capacity and resourcing across competing demands.

• Operations and Support: Run operations including incident, change, and release management, plus platform support and SLAs. Track and report on delivery, operational health, and team performance metrics.

• Cross-Functional Partnership: Partner with the Product Owner to translate the roadmap into achievable delivery plans. Partner with the Principal Architect to uphold technical standards and governance in delivery.

• Continuous Improvement: Drive continuous improvement in delivery practices, tooling, and team capability. Foster a culture of knowledge sharing and operational excellence.

Direct Manager/Direct Reports:

The Sr. Engineering Manager, CRM — Salesforce reports directly to the Director, GenAI Engineering and Platforms. This position manages a team of Salesforce administrators, developers, and analysts. The Sr. Manager collaborates extensively with the Product Owner, the Solutions Architect, and cross-functional stakeholders across the business to ensure reliable delivery and operations.

Travel Requirements:

• <15% travel for conferences and team meetings

Physical Requirements

• Frequently operates a computer, keyboard, mouse, and other standard office equipment

Working Conditions

• 4 days per week onsite in the Mckinney Corporate Office

Minimum Qualifications:

• Experience leading Salesforce delivery and operations for a business-critical platform

• Strong delivery management skills with experience in product/project management frameworks such as Scrum or Shape Up

• Track record building, developing, and retaining high-performing technical teams

• Solid understanding of the Salesforce platform and release/operational best practices

• Excellent communication, prioritization, and stakeholder-management skills

• Experience working with a data lake/data warehouse that works with Salesforce to provide business intelligence

• Working familiarity with the technical environment: Salesforce Sales Cloud and Service Cloud, CI/CD and release management using Gearset or DevOps Center, and ITSM tooling such as Jira or ServiceNow

• Experience with capacity planning, resourcing, and performance management

Preferred Qualifications:

• Salesforce Certifications: Salesforce certifications, Administrator or above.

• AI/Copilot Platforms: Experience operating AI/copilot platforms.

• Operational Practices: Experience with ITSM, DevOps, and platform reliability practices.

• Industry Experience: Background in distribution, manufacturing, or B2B sales environments.

Minimum Education:

• A Bachelor's degree in Computer Science, Business, Engineering, or a related field is required.

Preferred Education:

• An advanced degree, such as an MBA or a master's degree in a relevant discipline, is highly desirable.

Minimum Years of Work Experience:

• A minimum of 7 years in technology delivery/operations, including 3+ years managing teams.

• A minimum of 5–7 years of professional experience in product ownership or product management, including hands-on experience with CRM/Salesforce platforms.

Certifications:

• Salesforce Platform Developer I and Salesforce Platform App Builder certifications preferred.

• Salesforce Administrator or above preferred.

• Certified Scrum Product Owner (CSPO) preferred.

• Professional Scrum Master (PSM) or Certified ScrumMaster (CSM) preferred.

• Salesforce certifications preferred.

Competencies:

• CRM Technical Configuration & Optimization

• Data Management, Integrity & Governance

• Cross-Functional Communication

• Vendor & Stakeholder Collaboration

• Problem Solving & Decision Making

• User Support & Training

• Security & Access Control

• Continuous Improvement & Innovation

Work Location: Mckinney Corporate Office

Remote/Virtual, hybrid or in-office: 4 days per week in office

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Competitive weekly/bi-weekly pay, discretionary bonuses, 401(k) with company match, Employee Stock Purchase Plan, paid time off (vacation, sick, volunteer, holidays, birthday, floating), medical/dental/vision, flexible spending accounts, company-paid life and short-term disability, plus optional long-term disability, and additional life insurance. All benefits subject to eligibility.

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