The primary purpose of the Manager, Enterprise Software position is to oversee and aid in setup, configuration, and maintenance of various applications used in support, sales, marketing, and product engineering. You will also participate in the development and certification of product functionality across multiple applications.

Primary Objectives:

  1. Coordinate Requirements from multiple teams to research and build solutions.
  2. Proactively identify and implement operational improvements, enhancements, and system customizations to address evolving business needs.
  3. Lead teams in architecting Zendesk, Salesforce, WordPress, etc. 
  4. Own and maintain servers deployed on WPEngine and AWS.

Essential Position Duties:

  1. Manage daily operations of the enterprise applications team.
    • Prioritize team’s workload appropriately.
    • Perform 1:1s, provide training and guidance as needed.
    • Allocate team resources as needed to support the business.
  2.  Develop, Implement and maintain Internal tools as requested by various departments.
    • Oversee applications used by sales & support (example Salesforce, Zendesk).
    • Research ways to increase efficiency with the tools we use.
    • Maintains main customer service applications used by multiple departments.
  3. Framework and Technical Process Management.
    • Develop a process for maintaining our main sales and support business applications.
    • Maintain and improve the framework for applications like Zendesk and Salesforce.
    • Develop new workflows for increased efficiency. 
  4. Development and Coding.
    • Development of Automation processes with customer facing team applications.
    • Implementing API Integrations to connect systems and data.
    • Develop and create customized reports and dashboards for users at all level of the organization.
    • Perform QA testing for iterative development cycles across various application projects.
    • Release & environment management.

Required Education and/or Experience:                  

  • Bachelor’s degree preferred or equivalent experience.
  • Seven or more (7+) years of experience in administration of Zendesk and/or Salesforce.
  • Three or more (3+) years of management experience.
  • Three or more (3+) years of experience with C#/.NET/PHP/JS or comparable stacks.
  • Certified Salesforce.com; either as Administrator or Developer.

Skills and Knowledge:

  • Data flow mapping within a complicated full-application production environment.
  • Broad knowledge of web application development.
  • Strong design/architectural instincts.
  • Management experience.
  • Ability to troubleshoot and problem solve. 
  • Strong communication skills.
  • Ability to speak to a technical level that’s suitable for the audience. 
  • Able to discuss and act responsibly upon Least Permissive security practices.

 

Computer/Software/Application Proficiency:              

  • Certified Salesforce.com; either as Administrator or Developer.
  • ZenDesk Suite Administration 
  • Tray.io programming
  • ShipStation
  • Jira
  • Github
  • REST and SOAP standards of API frameworks
  • Web development

Additional Management Responsibilities:

  • Performance Management: setting and managing goals, on-going coaching, corrective action, annual reviews, rewards/recognition, and team/individual development
  • Employee Life Cycle Management: headcount forecasting, job descriptions, recruiting/hiring, termination 
  • Governance: ensuring compliance to company policy/practice (e.g. attendance, behavior, workplace attire), ensuring compliance to employment law (e.g. time keeping, anti-harassment and diversity)
  • Leadership: ensures availability to staff, team building, building rapport with individuals, encouraging strong collaborative relationships between individuals and departments, facilitating a healthy work/life mix, solicits and applies feedback (internal and external to team), self-improvement as a leader/manager of people
  • Culture Ambassador: proactively demonstrate and cultivate a culture of cooperative collaboration, strong work ethic, solutions-orientation, quality focus, results-orientation,  relaxed/enjoyable atmosphere, team- and individual- celebration, and company/product pride

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