Manager, Customer Experience Technology

What you'll be doing

• Lead & Develop Talent: Hire, mentor, and retain exceptional talent; foster a culture of continuous learning, feedback, and high performance while managing a team of product analysts and engineers delivering high-quality GTM technology solutions.
• Drive Project Delivery: Oversee end-to-end project execution, ensuring projects meet scope, budget, timeline, and quality objectives, while acting as a Delivery Manager on key medium to large initiatives from inception to completion.
• Champion Agile Practices: Promote Agile best practices, ensure backlog health, and lead sprint planning in partnership with Product Managers and Delivery Leads.
• Resource Management: Optimize team resources across projects, balancing innovation initiatives with ongoing operational needs (KTLO).
• Partner with the Business: Build and nurture strong relationships with internal business partners to align technology solutions with business needs while identifying and mitigating project risks transparently with leadership.
• Apply Domain Expertise: Leverage your Go-To-Market (Customer Support) domain knowledge to guide the team on delivery priorities and decisions.
• Drive Operational Excellence: Continuously evaluate and enhance operational processes and tooling to drive efficiency and scalability across the organization.

What you'll bring to the role

• 3+ years of experience leading and managing teams of software engineers and analysts, with proven success leading Agile software delivery teams.
• Deep domain experience in Salesforce Service Cloud, Salesforce Experience Cloud, Salesforce Marketing Cloud, and Salesforce Communities.
• Strong background in IT application development across SaaS/PaaS platforms such as Salesforce, Workday, NetSuite, Anaplan, Xactly, and Boomi.
• Demonstrated ability to coach and develop technical talent to achieve both career and organizational goals.
• Strong understanding of key business value streams (Campaign to Opportunity, Opportunity to Order, Order to Cash, etc.).
• Exceptional communication, stakeholder management, and executive presentation skills.
• Bachelor's degree in Computer Science or a related technical field.

Leadership Competencies

• Build Effective Teams: Foster strong teams that leverage diverse skills and perspectives to achieve common goals.
• Demonstrate Self-Awareness (EQ): Seek and act on feedback to continuously improve.
• Develop Talent: Invest in people’s growth to meet both personal and organizational objectives.
• Drive Results: Deliver high-quality outcomes consistently, even in challenging environments.
• Think Strategically: Anticipate future trends and craft breakthrough strategies.