Application Manager, Salesforce ServiceCloud - Meta

Enterprise Product'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 Meta run more efficiently; we're setting a new industry benchmark for how users and employees 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 the Salesforce platform and its multiple components for various business partners under Care team. The ideal candidate will be expert in ServiceCloud implementation and have prior working experience in the Customer Service industry. Successful candidates will design and build new solutions, question common assumptions, rethink existing configurations, and see every challenge as an opportunity for system improvements.This team has the responsibility of driving business enablement at scale through optimizing and evolving the usage and investment of vendor platforms across the enterprise.

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.
• 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.
• 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.

MINIMUM QUALIFICATIONS

Minimum Qualifications:

• Demonstrated experience working with stakeholders and users
• Self-starter with experience working independently
• 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
• Demonstrated experience working in a fast-paced environment
• 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
• Working knowledge of MuleSoft integration platform
• Demonstrated experience with lightning component development
• Understanding of the latest technology such as bots, Gen AI and machine learning