Job Specifications
Job Description
Salesforce Technical Program Manager
Must Have Technical/Functional Skills
Salesforce & Technical Skills
Strong hands on understanding of Salesforce Service Cloud, including:
Service Console, Omni Channel, CTI, Knowledge
Case lifecycle management, entitlements, SLAs
Declarative automation (Flows, Validation Rules)
Solid knowledge of Salesforce architecture, data model, and security model.
Experience with Salesforce integrations (REST/SOAP APIs, middleware platforms).
Familiarity with Apex, Lightning Web Components (LWC) sufficient for design and review (not necessarily hands on coding).
Program Management Experience
10+ years of overall IT experience with 5+ years leading large Salesforce or CRM programs.
Proven experience managing enterprise scale Salesforce implementations.
Strong experience with Agile / SAFe / Scrum and traditional governance models.
Experience delivering programs under fixed price and managed services models.
Leadership & Communication
Excellent stakeholder management and executive communication skills.
Strong ability to bridge business and technical teams.
Experience leading geographically distributed teams.
High degree of ownership, accountability, and decision making capability.
Preferred Qualifications
Salesforce certifications (Service Cloud Consultant, Administrator, Platform App Builder, or Architect).
Program/Project Management certifications (PMP, SAFe, Scrum Master).
Experience in regulated industries (Healthcare, Life Sciences).
Experience working with North American enterprise clients.
Success Metrics
On time and on budget program delivery
Quality of Salesforce Service Cloud implementation
Stakeholder satisfaction and executive confidence
Risk reduction and production stability
Adoption and business value realization
Roles & Responsibilities
Program & Delivery Leadership
Own end to end program delivery for Salesforce Service Cloud initiatives, including roadmap planning, execution, and go live.
Manage multiple projects/workstreams (Service Cloud core, CTI, Omni Channel, Knowledge, Integrations, Data Migration, Reporting).
Establish and govern program cadence (steering committee s, release planning, RAID reviews, sprint reviews).
Ensure alignment with client business objectives, SLAs, and contractual commitments.
Technical & Architectural Oversight
Act as the primary technical program owner working closely with Salesforce Solution/Technical Architects.
Ensure solution designs align with Salesforce Service Cloud best practices, scalability, security, and performance standards.
Oversee technical decisions related to:
Service Console, Omni Channel, CTI integrations
Case management, entitlement processes, and automation
Knowledge Management, Digital Engagement, Bots
Integrations using REST/SOAP APIs, middleware, event based patterns
Validate technical designs, integration approaches, and non functional requirements.
Stakeholder & Client Management
Serve as the single point of accountability for program execution to client leadership.
Translate business requirements into clear, executable technical plans.
Manage expectations across business, IT, security, and compliance stakeholders.
Drive executive level communication, status reporting, and decision making.
Agile / Hybrid Program Management
Lead programs using Agile, SAFe, or hybrid delivery models.
Oversee release planning, sprint execution, dependency management, and cross team coordination.
Track and report on program KPIs (schedule, cost, quality, velocity, defect trends).
Risk, Quality & Governance
Proactively identify and mitigate program, technical, and operational risks.
Own RAID logs, change control, and escalation management.
Ensure adherence to coding standards, security policies, and compliance requirements (HIPAA, SOX, GDPR where applicable).
Drive UAT readiness, go live planning, and post production stabilization.
Team & Vendor Management
Lead cross functional teams including Salesforce developers, architects, QA, BAs, and integration teams.
Manage onshore/offshore delivery models and vendor dependencies.
Mentor delivery managers and technical leads on Salesforce program execution best practices.
Generic Managerial Skills, If any
Excellent Team Player
Ability to plan and schedule technical deliverables
Be the primary point of contact for resolution of technical issues and providing leadership to the team on product quality
Excellen t presentation skills to articulate solution concepts to the senior leadership teams.
Education
Bachelor or similar
Salary Range: $120,000 - $150,000 a year
Qualifications: BACHELOR OF COMPUTER SCIENCE