Salesforce Experience Manager - Order Fulfillment and Onboarding

Overview

Salesforce Experience Owner / Salesforce Product Owner - Fulfillment and Services 

Shift4 is expanding globally and seeking a key Salesforce Experience Owner (Product Owner) who will be responsible for leading a team to design, implement, and manage Salesforce solutions that align with the strategic objectives of the organization particularly in the “Order Fulfillment & Onboarding” team. 

This role requires a deep understanding of both business processes and technology across CRM and how it integrates with ERP, Field Services and other 3rd party systems ensuring that Salesforce solutions drive measurable value and operational efficiency.

This individual will work closely with Architecture, Program Leadership and business Stakeholders at multiple levels (up to VP level) to lead their respective area to success to prioritize high-value outcomes and ensure that the roadmap aligns with business goals. 

This key role will be focused on Sales hand-offs post-quote such as onboarding including Professional Service assignment and scheduling, hardware fulfillment, Operations and Support hand-offs and ERP / downstream systems integrations. 

This opportunity can be based at any of the following Shift4 locations:  Las Vegas, NV / Tampa, FL / Morrisville, NC / Atlanta, GA or Center Valley, PA (headquarters)

Relocation assistance may be available. 

Responsibilities:

Leadership:

• Lead and mentor a cross-functional team of Business Analysts, Admins, Architects, and Developers, fostering a collaborative and high-performance environment. 
• Interact with key stakeholders up to the VP level, negotiating, resolving conflicts, providing a strong bias for action, meeting deadlines and various other influences to assist in meeting business objectives. 
• Provide clear direction, set expectations, and ensure the team is aligned with the organization’s strategic objectives.
• Perform personnel management for team member Business Analysts and Salesforce Administrators.
  
  

Portfolio Planning:

• Ensure that the pod roadmap aligns with strategic objectives and business goals in collaboration with the Director of Experience and Product
• Collaborate with leadership to prioritize high-value outcomes and ensure that measurable value is achieved.
• Regularly review and adjust the roadmap to maintain alignment with evolving business priorities.
  
  

Subject Matter Technical Expertise and Scope Management:

• Develop and maintain a strong understanding (SME level) of the business processes, technology landscape, and industry best practices.  Act as the subject matter expert on Salesforce within the context of the experience area, advising stakeholders on optimal solutions and best practice business practices.
• Establish the scope for each deliverable, ensuring it directly contributes to business value and aligns with strategic goals.
  
  

Program Oversight:

• Champion the vision, timelines, and dependencies for the pod, effectively communicating them to both business stakeholders and internal teams.
• Participate in program governance and standards to ensure alignment across pods and with overall organizational goals.
• Take direct accountability for business outcomes and ensure operational readiness for all Salesforce solutions.

Solution Design:

• Lead the design and architecture of Salesforce solutions, including Sales Cloud, Service Cloud, Marketing Cloud, and other Salesforce products within the context of the experience area and in collaboration with Experience Owners across the other experience areas.
• Ensure that all solutions are scalable, secure, and aligned with Salesforce best practices.
  
  

Integration and Customization:

• Oversee the customization and configuration of Salesforce solutions, including custom objects, workflows, validation rules, and integrations with other systems.
• Oversee and advise on design and implementation of integrations between Salesforce and other enterprise systems using APIs, middleware, and other integration tools.
  
  

Documentation and Mentorship:

• Create and maintain comprehensive documentation for the solution architecture, including data models, integration points, and security protocols.
• Mentor and guide other members of the development team, sharing knowledge and best practices to build internal expertise.
  
  

Continuous Improvement:

• Stay updated on Salesforce platform updates, new features, and industry trends to continuously improve solutions and processes.
  
  

Qualifications:

• 7 years of experience in Salesforce architecture, with a deep understanding of Salesforce products and solutions and its relationship with ERP systems.

• Team management experience in a matrixed and/or agile environment. 
• Experience interacting with key stakeholders up to the VP level, negotiating, resolving conflicts, providing a strong bias for action, meeting deadlines and various other influences to assist in meeting business objectives. 
• Possess at least 2 salesforce certifications (Admin 1 other) required. Sales Cloud Consultant, CPQ Specialist and/or Field Service Consultant preferred. 
• Working knowledge of coding principles and customization vs declarative. 
• Experience with data modeling, integration, and security in Salesforce.
• Excellent communication, problem-solving, and leadership skills. 
• Ability to work effectively with cross-functional teams and manage multiple projects simultaneously.

Additional skills that are a plus to have:

• Experience in Order Fulfillment, Professional Services planning and work scheduling, and Financial Services customer onboarding business processes a plus

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We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.