Salesforce Platform Manager

We're seeking an experienced Salesforce Platform Manager to join our Business Systems team and support the ongoing evolution of our Salesforce platform, with a focus on Service Cloud, Digital Experience (Experience Cloud), and Salesforce Knowledge .

This is a hands-on role for someone who enjoys solving business problems, translating requirements into scalable solutions, and partnering with stakeholders across the organization. The successful candidate will work closely with Business Systems teammates, support leadership, and business partners to enhance service operations, improve user experiences, and drive adoption of Salesforce capabilities.

The ideal candidate combines strong Salesforce platform and operations expertise with excellent collaboration, project management, and communication skills. They are comfortable working independently while contributing as part of a highly collaborative team and can effectively engage stakeholders at all levels of the organization.

What You'll Do

Salesforce Administration & Configuration

• Partner with the Business Systems team to administer and enhance Salesforce Service Cloud, Digital Experience (Experience Cloud), and Salesforce Knowledge.
• Configure and maintain Salesforce functionality, including Flows, validation rules, approval processes, custom objects, fields, Lightning Page Layouts, reports, and dashboards. Evaluate Business requirements and determine when declarative solutions are appropriate versus when development resources should be engaged for programmatic solutions.
• Support Service Cloud capabilities, including case management, queues, assignment rules, Omni-Channel routing, escalation processes, entitlements, milestones, and service contracts.
• Assist in the administration and enhancement of Digital Experience sites, customer portals, and self-service experiences.
• Support Salesforce Knowledge article management, organization, visibility controls, and adoption initiatives.
• Manage users, permission sets, profiles, roles, and sharing settings using a security first, least privilege approach while ensuring compliance with organizational standards.

Business Partnership & Requirements Gathering

• Collaborate with stakeholders to gather, document, and refine business requirements.
• Evaluate business processes and identify opportunities to improve efficiency and user experience through Salesforce solutions.
• Recommend and implement scalable solutions aligned with Salesforce best practices.
• Communicate effectively with technical and non-technical stakeholders and present recommendations to various levels of the organization.
• Partner with Support leadership, frontline agents, and cross-funcational stakeholders to gather requirements, identify process improvement opportunities, and translate business needs into scalable solutions.

Project Delivery & Continuous Improvement

• Participate in Salesforce projects from requirements gathering through deployment and adoption.
• Assist with project planning, solution design, testing, documentation, and release activities.
• Independently investigate issues and propose solutions while collaborating with team members as needed.
• Support User Acceptance Testing (UAT), deployment planning, release management activities and post-release validation.
• Stay current with Salesforce releases and emerging platform capabilities and recommend opportunities for improvement.

Data Governance & User Enablement

• Support data governance initiatives and help maintain high standards of data quality and integrity.
• Assist with data imports, exports, cleansing, deduplication, and ongoing maintenance activities.
• Create and maintain documentation, process guides, and training materials.
• Provide exceptional customer service and support to Salesforce users globally.
• Collaborate effectively with team members across multiple regions, functions, and time zones.

What You'll Bring

Required

• 5+ years of Salesforce Administration experience in a complex Salesforce environment.
• Salesforce Advanced Administrator Certification.
• Experience supporting Salesforce Service Cloud.
• Experience supporting Experience Cloud (Digital Experience).
• Experience working with Salesforce Knowledge.
• Strong understanding of Salesforce security architecture, including permission sets, profiles, roles, and sharing models.
• Experience with Salesforce Flow and other declarative automation tools.
• Proven experience gathering business requirements and translating them into solutions.
• Strong project coordination and organizational skills.
• Understanding of Salesforce data management and governance best practices.
• Excellent communication, presentation, and stakeholder management skills.
• Ability to work effectively with global teams and stakeholders across all levels of the organization.