Salesforce Delivery and Operations Manager

Job Description

VALUES:

At AccelerEd, our values are the foundation of everything we do, shaping our relationships with clients, partners, and team members across the organization. Embracing these values is key to driving the company’s objectives, inspiring employees to reach new levels of productivity, and helping them achieve their professional goals. Our core values—Act with Integrity, Focus on Customers, Engage with Respect, Collaborate Always, and Innovate with Passion—guide us in delivering excellence and fostering a culture of growth and success

POSITION SUMMARY:

As the Salesforce Delivery and Operations Manager, you'll play a transformative role in setting operational standards that elevate our impact. Lead from the front as you implement streamlined processes, metrics, and KPIs, driving a culture of excellence and accountability. You'll spearhead problem-solving and innovation, leveraging data and analysis to keep our platform reliable and responsive. Collaborate with top partners, including Salesforce, to deliver high-quality client solutions and bring our growth strategies to life. In project management, you'll champion client success, aligning Salesforce initiatives with meaningful outcomes and leading seamless, high-impact feature releases. As a mentor and thought leader, you'll inspire a high-performing team, fostering growth and setting AccelerEd apart as a Salesforce powerhouse. If you're passionate about driving excellence, empowering teams, and shaping the future of Higher Education, this is your opportunity!

RESPONSIBILITIES:Operations (50%)

• Process Adherence and Optimization: Lead the establishment and implementation of standardized processes, policies, and KPIs to measure and elevate operational performance within Salesforce, Marketing Cloud, and Contact Center teams. Drive metrics development for key operational areas to foster a culture of accountability and continuous improvement.
• Operational Efficiency and Problem Resolution: Spearhead initiatives to enhance operational efficiency by identifying issues, optimizing processes, and implementing solutions. Utilize research, data analysis, and decision-making strategies to enhance platform reliability and address business needs proactively.
• Strategic Planning and Continuous Improvement: Collaborate with the AVP to drive business development and go-to-market strategies, shaping project scopes, resource planning, and forecasting efforts to expand the client portfolio and align with AccelerEd’s objectives.
• Vendor and Partner Management: Lead engagements with external vendors and account teams (e.g., Salesforce, OwnBackup, Copado) to stay current on product roadmaps and industry best practices, ensuring AccelerEd’s clients receive high-quality advisory and solutions.
• Program and Partner Process Management: Direct partner program management by identifying relevant technology products, submitting initial qualifications, and reassessing vendor partnerships annually. Oversee consultant partner selection for both project and maintenance support.
• Financial Oversight: Partner with Finance to audit vendor invoices, review contractor timesheets, and manage licensing and budget allocation with the AVP and Operation Leads, ensuring cost-effective and strategic financial management.
• Performance and KPI Management: Drive the creation and monitoring of KPIs, best practices, and project quality processes to enhance operational performance. Assess, refine, and oversee delivery and support models to ensure high standards and continuous improvement
  
  

Project Management (30%)

• Client-Centric Success and Satisfaction: Implement strategies that align CRM projects with customer success goals, ensuring high-quality learner and institutional experiences. Collaborate closely with UMGC stakeholders to meet objectives and measure success through KPIs, CSAT, and feedback.
• Cross-Functional Team Leadership: Champion collaboration across IT, security, and cross-functional teams to ensure seamless delivery of Salesforce enhancements. Foster a collaborative culture of open communication and alignment with project goals.
• Quarterly Project Releases: Take ownership of the end-to-end management for quarterly project feature releases, overseeing scheduling, delivery quality, and timeline adherence.
• Risk Management and Advisory: Serve as a trusted advisor for clients by leading regular project check-ins, reporting progress, proactively identifying risks, and implementing mitigation plans to manage risks effectively.
• Cross-Platform Solutioning: Lead cross-functional collaborations with platform teams (e.g., PeopleSoft, Workday) to assess, strategize, and implement new Salesforce products aligned with AccelerEd’s client needs.
• Change Management and Communication Strategy: Develop and implement communication strategies in partnership with change management teams to drive innovation, adoption, and engagement in new initiatives.
• Stakeholder Engagement: Build and maintain strong relationships with Product Owners and Agile Project Management Office, crafting reusable project management processes and artifacts aligned with delivery excellence.
• Customer Feedback Integration: Establish and lead a CSAT and feedback program to evaluate project value, continuously refining service delivery based on actionable feedback.
  
  

Leadership (20%)

• Thought Leadership and Knowledge Sharing: Position yourself as a thought leader by actively sharing insights on Salesforce best practices and emerging trends. Lead knowledge-sharing sessions, mentoring, and presentations to enhance team expertise.
• Professional Development: Set a standard of self-motivation and continuous growth by setting and achieving learning goals. Inspire team members to pursue certifications, training, and other professional development activities.
• Team Leadership and Cultural Development: Lead and foster a collaborative, innovative team culture aligned with Salesforce, Higher Education, and AccelerEd values. Guide team members constructively through challenges and successes, supporting their growth and success.
• Strategic Team Development: Collaborate with AVP and Operations team to define and implement team strategy, structure, and operational improvements to support ongoing performance enhancement.
• Technical Accelerator Leadership: Drive the development of technical accelerators in partnership with the technical team, positioning AccelerEd as a leader in Salesforce solutions for Higher Education.
• Quality and Process Excellence: Champion quality in project and program management by implementing best practices, refining processes, and promoting a commitment to delivery excellence.
  
  

MINIMUM QUALIFICATIONS, EDUCATION, KNOWLEDGE, SKILLS, AND ABILITIES:Education & Experience

• Bachelor's Degree in a related field of study
• 10 years combined experience in technical project management, program management, consulting, strategy, operations or similar capacity
• 6 years of Salesforce implementation experience for full-lifecycle enterprise software projects
• Proven track record in managing multiple concurrent projects effectively
  
  

Knowledge, Skills & Abilities

• Proven ability to build, manage, and foster a team-oriented environment
• Strategic thinker with High Emotional Intelligence, exceptional communication skills with the ability to convey ideas and help influence decisions
• Demonstrated accountability in the face of both successes and failures
• Adept organizational skills with high attention to detail
• Proficient in Microsoft Teams, Outlook, PowerPoint, and Excel, Smartsheet, LucidChart
• Experience using DevOps tools, specifically Azure Dev Ops (ADO), Copado
  
  

Preferred Qualifications

• Experience with Salesforce products: Sales Cloud, Service Cloud, Experience Cloud, EDA, Admissions Connect, Student Success Hub, Education Cloud
• Previous experience managing and delivering projects in Higher Education
• Certified Scrum Master, PMP, Certified Project Director and/or any other globally recognized certification for project management and delivery
  
  

Required Qualifications

• Salesforce Associate, Business Analyst and/or Administrator Certification
  
  

Must be authorized to work in the United States for any employer. We are not offering sponsorship now or in the future.

PHYSICAL REQUIREMENTS:

This job operates in a professional office environment. The employee may be exposed to various components of an office environment such as florescent lighting, pollen, dust, recycled air, cooling fans, semi-enclosed areas, central heating, seasonal warmer temperatures and office noise. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Ability to work varying hours on Monday through Friday given the schedules. This is a hybrid role and requires office presence at least once a week in Adelphi, MD.
• Ability to work additional hours as project and job demands arise (including evenings and weekends as necessary).
• Occasionally required to move 5 – 40 pounds.
• Ability to remain in a stationary computer position for extended periods of time.
• Ability to use hands and fingers to type.
• Ability to reach with hands and arms to use a computer.
  
  

TRAVEL REQUIREMENTS:

Some travel may be required, up to 10% of the time.