Application Manager, Salesforce ServiceCloud - Meta

Meta's Application Management Team has the responsibility of driving business enablement at scale through optimizing and evolving the usage and investment of vendored platforms across the enterprise.Meta’s Care team is at the heart of Meta’s mission of outstanding customer service for our hardware business as well all internal teams. By transforming the way our internal and external services work, we're ultimately helping to bring billions of people around the world closer together. We're also not just helping all of Meta run more efficiently; we're setting a new industry benchmark for how people get faster help when needed. Enabling operations core business requires unconventional thinking and lightning-fast, real-time solutions. We are seeking an Application Manager to manage and maintain the Salesforce platform and its multiple components and apps for our Care team group. The role will contribute to the management of ServiceCloud features and will guide the work of ourSalesforce development team. The ideal candidate will have prior working experience in the Customer Service industry.

RESPONSIBILITIES

Application Manager, Salesforce ServiceCloud Responsibilities:

• Responsible for the end to end solution design and architecture
• Be able to craft and own the 2-3 year application roadmap and vision.
• Deliver innovative technical products on an aggressive timeline with a team of world-class engineers and admins
• Influencing skills to create a culture of change, excellence and innovation while constructively challenging the status quo
• Understands the context of the supported product or product portfolio within the organization and its competitive landscape.
• Works with Business, Product Mgmt and Engineering to document the business architecture that the product (portfolio) supports, including business capabilities, value streams and business processes.
• Collaborates with product (portfolio) manager, application managers and other stakeholders to create product strategy, identify investments and create roadmaps that support business goals and align to the minimum viable architecture (MVA).
• Effectively communicate technical requirements to engineers and non-technical requirements to the business.
• Maintain in-depth knowledge of the organization's technologies and architectures and IT industry best practices and emerging technologies.

MINIMUM QUALIFICATIONS

Minimum Qualifications:

• Bachelor's degree in Computer Science, Computer Engineering, relevant technical field, or equivalent practical experience.
• 5+ years of experience implementing Salesforce Applications
• 5+ years of experience integrating systems with third-party service vendors
• 5+ years of experience as an SFDC architect with advanced knowledge of Salesforce platform
• Self-starter with experience working independently
• Demonstrated experience working in a fast-paced environment
• Demonstrated expertise working with stakeholders and users
• Proficiency using flow builder, process builder, Omni-channel, entitlement and other out of the box solutions
• Certifications: Advanced Administrator, Service Cloud Consultant, and Application Architect

PREFERRED QUALIFICATIONS

Preferred Qualifications:

• BS in computer science or related field.
• 10+ years experience implementing or building solutions with enterprise software.
• Excellent communication skills with internal and external stakeholders and users.
• Experience in managing large initiatives and roll-outs .
• Understanding of the latest technology such as bots, Gen AI and machine learning
• Working knowledge of MuleSoft integration platform
• Demonstrated experience with lightning component development