The Senior Manager Technology Operations oversees the daily execution of system processes within a Salesforce-centric production environment. This role ensures effective technology operations, user support and training. The Manager collaborates cross-functionally to deliver high-quality support and technical guidance across the organization, leveraging deep expertise in the NAA application ecosystem. Key deliverables include comprehensive documentation of processes, procedures, policies, and application configurations.

This position includes direct supervision of a small team focused on operations and project support. Performance is measured by adherence to service level agreements, achievement of team KPIs, accuracy of documentation, and timely execution of production tasks.

Principal accountabilities

Manage External CRM Support Requests

• Collaborate with developers, vendors, or internal stakeholders to troubleshoot and resolve deep technical issues.
• Maintain documentation of recurring issues and solutions to improve future support processes.
• Identify requests that need to go through NAA's Project Review Team.

Leverage CRM to Meet Business Needs Creatively and Effectively

• Customize and configure CRM features to align with business goals.
• Work with departments (e.g., sales, marketing, customer service) to understand their needs and translate them into CRM solutions.
• Identify automation opportunities and implement workflows to improve efficiency.

Product Knowledge: Research and Evaluate New Technologies

• Stay current with CRM trends, tools, and integrations.
• Assess new platforms, plugins, or enhancements that could improve the CRM ecosystem.
• Provide product knowledge to the project as support for enhancements.

Manage Data Hygiene Routines (Partner with the Manager, Data Administration)

• Ensure CRM data is accurate, complete, and up to date by Implement regular audits
• Identify data quality issues and develop strategies to address them.

Partner with the Manager, Data Administration

• Create and maintain standards for data entry, process compliance, and system usage.
• Monitor adherence to these standards and provide training or corrective actions as needed. Use dashboards and reports to track data quality and process performance.

Manage Team of Technology Operations and Project Specialists

• Provide leadership, mentorship, and performance management for a team.
• Assign tasks, set priorities, and ensure timely delivery of projects.
• Foster a collaborative and innovative team culture.

Evaluate and Make Recommendations on Staffing

• Assess team capacity and skill gaps.
• Participate in hiring, onboarding, and training of new staff. Recommend promotions, role changes, or professional development opportunities.
• Perform Other Duties as Assigned
• Adheres to Data Accuracy Policy

Requirements

• 2-4 years in a supervisory role in a systems management capacity
• Salesforce production experience
• 1-2 years' staff management experience
• Nimble experience
• Salesforce proficiency specifically Sales Cloud, Service Cloud, Pardot, Agent Force and Communities

Preferred

• Project management experience
• Salesforce Advanced Administrator certification
• Salesforce Administrator certification (SCA)

Benefits Overview

• Flexible Hybrid schedule (2 days in office)
• Competitive pay
• Growth focused, 'people first' company culture
• Generous PTO and sick leave
• Health, vision, dental and more including newly added infertility coverage!
• 11 NAA holidays + 1 floating holiday of your choice!

Physical Demands

While performing the duties of the job, the employee is regularly required to sit, use hands to finger, handle or feel objects, tools or controls; reach with hands and arms. The employee may occasionally lift up to 20 pounds.

Work Environment

Work is regularly performed in a professional office environment and routinely uses standard office equipment.

Salary Description

$90,000-95,000