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Salesforce Operations Manager

2 months ago

Wilmington, North Carolina, United States Rocket Lawyer Full time
About Rocket Lawyer

At Rocket Lawyer, we are dedicated to ensuring that everyone has access to affordable and straightforward legal services. Established in 2008, we have grown to become the largest and most widely utilized online legal service platform globally. With a presence in North America, South America, and Europe, we have empowered over 30 million individuals to create more than 50 million legal documents and obtain answers to their legal inquiries.

We are uniquely positioned to enhance and expand the Rocket Lawyer platform to unprecedented levels, aiming to reach audiences worldwide. To meet this challenge, we are growing our team.

About the Role

As the Salesforce Operations Manager, you will play a crucial role at Rocket Lawyer. We seek a collaborative individual who is eager to develop and manage the delivery of our Salesforce roadmap for our Support, Sales, and Fulfillment teams, along with key stakeholders across the organization. This proactive individual will continuously strive to improve and optimize our Salesforce implementation, enhancing workflows and processes across operational teams by gathering requirements and user feedback, designing scalable best practice solutions, and overseeing the product roadmap. The user experience within Salesforce is of utmost importance to us; therefore, the Salesforce Operations Manager should be well-versed in SFDC best practices, enjoy engaging with stakeholders, and take pride in effective documentation and detailed tactical execution.

We are looking for someone with a solid understanding of the Salesforce platform and operations, who can quickly delve into the specifics of our current implementations and provide essential support while actively helping to define our roadmap for achieving business goals. The Salesforce Operations Manager should be comfortable with change management and governance, as well as communicating, prioritizing, and managing all facets of a Salesforce project. The ideal candidate will be adept at liaising with stakeholders at all levels, with the ability to translate technical information into layman's terms, clearly explaining design options and their potential impacts.

The Salesforce Operations Manager will collaborate closely with leaders from the operations business unit, Product Management, and other technical teams, reporting directly to the Director of Business Process Optimization in Operations.

Responsibilities
  • Define, manage, and own the SFDC roadmap for Support, Sales, and Fulfillment functions, including requirement definition, documentation, and prioritization based on user feedback and a thorough understanding of SFDC functionality and best practices.
  • Unambiguously oversee all aspects of implementing changes, upgrades, and new functionalities in accordance with Rocket Lawyer processes while continually seeking to evolve these processes.
  • Facilitate Salesforce design projects and ongoing optimization initiatives.
  • Maintain an active understanding of our Salesforce configurations, including but not limited to: Workflow, Process Builder, Flow, assignment rules, approval processes, fields, page layouts, record types, dynamic layouts, apps, actions, custom settings, mobile administration, dashboards, reports, and others as needed.
  • Continuously evaluate current implementations and capabilities, leading efforts to enhance both external and internal customer experiences, drive efficiency, and promote automation.
  • Create a platform roadmap and establish priorities through regular stakeholder meetings, where you will set the agenda, drive consensus, and communicate notes/outcomes/decisions.
  • Act as the primary point of contact with third-party providers as necessary.
  • Communicate any platform changes to end users and stakeholders effectively.
  • Lead training for new users and ongoing training for existing users.
  • Support and facilitate the definition of the data model and lead initiatives to improve and optimize Salesforce data quality, ensuring alignment across constituent teams.
  • Monitor and enhance user adoption.
  • Own technical and business process documentation.
  • Work with integrated applications, including Diapad, AirSlate, Rocket Lawyer databases, and third-party fulfillment integrations.
Requirements
  • Strong Salesforce knowledge with at least 2+ years of hands-on experience with both Sales and Service Cloud.
  • A proactive approach to platform enhancements.
  • Experience in designing scalable, best practice solutions.
  • Proficiency in business process documentation.
  • Excellent relationship-building capabilities.
  • Ability to liaise with stakeholders at all levels.
  • Skill in translating requirements into technical solutions.
  • Experience in change management and governance.
  • Training end users and key stakeholders effectively.
  • Experience in technical documentation.
  • Availability and responsiveness to inquiries.
  • Experience defining Salesforce configurations, including but not limited to: workflows, assignment rules, approval processes, fields, page layouts, record types, dynamic layouts, apps, actions, custom settings, mobile administration, dashboards, and reports.
Preferred Qualifications
  • Experience in Operations/Sales/Fulfillment functions.
  • Demonstrates ongoing personal and professional development.
  • Active participation in the Salesforce community.
Benefits & Perks
  • Comprehensive health plans, including Medical, Dental, and Vision insurance for full-time employees.
  • Unlimited PTO.
  • Competitive salary packages.
  • Life insurance.
  • Disability benefits.
  • Supplemental Optional Life Insurance Benefits.
  • FSA Options.
  • HSA with Company Match.
  • 401k program with Company Match.
  • Fertility Assistance and Planning options.
  • Access to Wellhub & ClassPass fitness platforms.
  • Comprehensive Pet Insurance options.
  • Financial Wellbeing & Student Loan Program access.
  • Access to additional Mental Health & Wellbeing resources.
  • Pre-tax Commuter/Transit Benefits.
  • Free Rocket Lawyer account with online access to an extensive library of legal documents and discounted rates with licensed attorneys.
Rocket Lawyer is committed to fostering a diverse and inclusive workforce. As an Equal Opportunity Employer, we do not discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, military or veteran status, status as an individual with a disability, or other legally protected characteristics. We particularly welcome applications from veterans and military spouses.

All information will be kept confidential according to EEO guidelines.