What are the responsibilities and job description for the Salesforce Product Owner & Support Manager position at Institute for the International Education of Students?

Status : Full-time, exempt

Schedule : M-F, 8.30a.m. - 4.30p.m., including occasional evening and weekend work and travel based on seasonal business needs / position requirements.

Reports to : Sr. AVP of IT Product Management & Application Development

Direct reports : IT Product Management Team, contractors as assigned

Start date : ASAP

Location : While IES Abroad is headquartered in Chicago, the Salesforce Product Owner & Support Manager may work out of their home office or from IES Abroad headquarters in Chicago. IES Abroad's office hours are 8 : 30 a.m. to 4 : 30 p.m. CST, Monday through Friday.

About Us :

IES Global is a not-for-profit study abroad and internship provider dedicated to transforming the lives of nearly 10,000 students annually through unparalleled study abroad experiences. From our headquarters in Chicago, we offer 400 programs in 85 locations worldwide, partnering with 500 colleges and universities to create authentic educational experiences that exceed expectations.

IES Global comprises a collective of brands including IES Abroad, IES Internships, Customized & Faculty-Led Programs, and the Study Abroad Foundation (SAF). We champion meaningful academic and cultural education, integrate diverse perspectives, prioritize student health and safety, and strive to better the world through our Global Good Commitment.

For nearly 75 years, we have been a trusted leader in global education, committed to diversity, equity, inclusion, and anti-racism. We actively recruit underrepresented students and provide millions in scholarships each year, celebrating a diverse student body that reflects the vibrant cultures we engage with. Our commitment extends to our diverse team, fostering an inclusive, welcoming workplace where talents from various backgrounds collaborate and grow.

Join us at IES Abroad and become part of a community dedicated to creating global leaders and life-changing experiences.

Summary of Position :

The Salesforce Product Owner & Support Manager serves as the Salesforce technical subject-matter expert, leading IES Abroad's global multi-year Salesforce implementation and managing on-going platform support post go-live. This position oversees the IT Product Management team, whose responsibilities include supporting IES Abroad's legacy software applications in addition to learning Salesforce skillsets during implementation. The Salesforce Product Owner & Support Manager ensures user support and training, and provides guidance on Salesforce configurations, integrations, business processes, and data security. The role is a blend of team leadership, strategic product management, and operational support, aimed at maximizing the organization's investment in Salesforce technology.

The Manager collaborates cross-departmentally to align Salesforce functionality with business needs, drives user adoption, and implements innovative solutions that enhance the end user experience. Additionally, the role requires assuming diverse responsibilities such as team manager, project manager, business analyst systems administrator, and quality assurance lead.

Essential Job Responsibilities & Duties :

Leadership & Team Management :

Oversee the IT Product Management team's day-to-day operations (with legacy system support from IT colleagues), including prioritizing workloads, managing team deliverables, and fostering a collaborative environment.
Mentor, train, and develop team members, ensuring professional growth and technical expertise.
Measure and uphold key performance indicators for Helpdesk support response times and issue resolution.
Commit to and demonstrate values and promotion of diversity, equity, inclusion and anti-racism.

Salesforce Administration & Technical Expertise :

Serve as the technical subject matter expert for IES Abroad's Salesforce platform with 500 users.

Oversee Salesforce administrative functions, including user and license management, page layouts, custom fields, reports, dashboards, and data integrity.

Manage Salesforce integrations, ensuring alignment with organizational needs and platform governance structure.

Implement and maintain AppExchange solutions for functionalities like event management and mass email.

Ensure system documentation and release updates are thoroughly tested, tracked, and communicated.

Business Process Alignment & Strategy :

Collaborate with internal stakeholders to evaluate and align Salesforce capabilities with organizational goals.

Develop and communicate a product roadmap to advance strategic priorities.

Facilitate cross-departmental business analysis to identify opportunities for platform enhancements.

Partner with IT leadership to communicate requirements, define project scopes, and prioritize new initiatives.

Serve as a liaison to vendors and IT partners, ensuring effective use of external resources.

Training & Adoption :

Partner with IT Training & Change Management leadership to develop materials that drive user adoption and enhance global staff proficiency with Salesforce.

Provide direct support to end-users, troubleshoot issues, and resolve root causes to improve processes.

Promote a culture of continuous improvement by ensuring proper system usage and optimizing technology investments.

Quality Assurance & Support :

Implement and manage testing procedures for new features, releases, and enhancements.

Review and resolve escalated issues, ensuring timely and thorough resolution.

Communicate platform changes, updates, and improvements to end-users.

Participate in a rotating on-call schedule to address emergencies outside business hours (rare).

Regular and predictable attendance is an essential function of this position. Any other required task or duty may be assigned.

Experience & Qualifications / Skills :

3 years Salesforce administrator experience; experience with Education, Revenue and / or Marketing Clouds preferred.

Proven experience managing or leading a technical / product support team.

Strong knowledge of Salesforce best practices, including custom apps, objects, fields, workflows, and processes.

Salesforce Admin (ADM201 / ADM211) certification strongly preferred, Salesforce Nonprofit Consultant certification a plus.

Demonstrated experience fostering inclusive team structures and mentoring team members.

Excellent project management, organizational, and time management skills.

Strong written, oral, and presentation communication abilities.

Technical proficiency in problem-solving and troubleshooting, with the ability to identify root causes and implement solutions.

Ability to balance competing priorities, adapt to change, and work effectively under deadlines.

Strong customer service orientation and interpersonal skills.

Adhere to office / departmental policies and procedures with infrequent unplanned absences.

Ability to adjust work schedules and perform work of normal business hours and on weekends as necessary.

Ability to demonstrate values and promotion of diversity, equity, inclusion, and anti-racism required.

Education, Licenses and / or Certifications etc. :

Bachelor's degree with an emphasis in business or information technology or equivalent work experience.

Hiring Salary Range

120,000 - $140,000

Benefits Eligible

IES Abroad offers a wide range of benefits for eligible employees, including health, retirement, and paid time off. Information about the benefit offerings can be found on our website : https : / / www.iesabroad.org / about / careers

How to Apply :

All applicants should submit an application including cover letter, resume, and salary requirements by clicking 'Apply' at the top of this page. Please visit www.IESabroad.org for more information about working at IES Abroad. If you require an accommodation with the application process, please email us : IESAbroad-Careers@iesabroad.org.

Equal Opportunity Employment :

IES Abroad is an equal opportunity employer and encourages applications from all qualified candidates. We strive to treat people with respect; fully utilizing employee's abilities and promoting workforce diversity.

We are proud to be an equal opportunity employer, and do not discriminate against any applicant on the basis of race, color, ancestry, sex (including pregnancy), age, national origin, citizenship, religion, marital status, disability, sexual orientation, gender identity and / or expression, veteran status, and / or any other status protected by applicable laws.

Salary : $120,000 - $140,000

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