Sr Mgr, Customer Care Operations Project Mgmt

About the role

The Sr. Manager, Customer Care Operations Project Management is an expert-level strategist and technical advisor responsible for shaping the multi-year technology roadmap and ensuring business requirements are technically sound before handoff to delivery teams, with a specific focus on the Salesforce/DIRECTV360 platform supporting Customer Care and Call Center operations.

Responsibilities

• Maintain and continuously evolve the 2 – 3-year Salesforce/DIRECTV360 technology roadmap, ensuring it reflects current business priorities and platform capabilities.
• Monitor Salesforce platform releases, features, and capabilities relevant to call center operations, proactively identifying opportunities and risks.
• Provide technical feasibility input and identify sequencing dependencies to support sound roadmap prioritization decisions.
• Serve as a trusted technical advisor to the Strategy team, IT partners, and leadership, playing a significant role in ensuring the success of complex, cross-functional technology initiatives.
• Partner directly with Strategy team leadership to shape, validate, and communicate roadmap decisions to stakeholders.
• Translate business needs into requirements formatted clearly and effectively for IT development teams, reducing ambiguity and rework.
• Partner in discovery and requirements grooming sessions, providing Salesforce/DIRECTV360 technical expertise to ensure requirements are technically sound and complete before handoff to delivery teams.
• Maintain access to IT's development and tracking tools (e.g., Jira) to independently review and spot-check how requirements and stories have been entered, ensuring accuracy and completeness.
• Serve as a liaison between business stakeholders and IT development teams, closing communication gaps and reducing miscommunication or missed requirements.
• Independently validate technical feasibility assessments provided by IT development partners.
• Advise the Strategy team on best practices for structuring and documenting requirements, drawing on prior IT development experience.
• Provide technical input on cost, effort, and complexity considerations to support finance-facing ROI business cases.
• Assess technical risk for proposed Salesforce-based solutions as needed.
• Prioritize investment discussions, particularly for TSA-related migration initiatives.

Requirements

• Education: Bachelor's degree in Business Administration, Information Technology, Computer Science, or a related field preferred. Equivalent experience will be considered.
• Salesforce Administrator certification preferred.
• Additional Salesforce certifications a plus, such as Salesforce AI Specialist and Salesforce Data Cloud/Data360.
• SAFe (Scaled Agile Framework) certification a plus.
• PMP (Project Management Professional) certification or equivalent a plus.

Qualifications

• Subject matter expertise in the Salesforce platform preferred, with hands-on experience in Salesforce architecture, capabilities, and implementation within a Customer Care/Call Center or similar operational environment.
• Demonstrated ability to bridge business strategy, customer operations, Salesforce platform expertise, enterprise data strategy, AI-enabled solutions, and technology delivery to support roadmap planning and investment decisions.
• Experience with IT development and tracking tools (e.g., Jira) and familiarity with how technical requirements, user stories, and capabilities are structured and documented preferred.
• Proven ability to translate business requirements into technically sound specifications for development teams, with a track record of reducing rework and miscommunication between business and IT.
• Relevant professional experience in a Salesforce technical, IT product/application support, or related technology role; specific years of experience to be determined based on demonstrated expertise and platform depth.

Skills & Competencies

• Strong working relationships across IT, Salesforce Program Management, and cross-functional technology teams, with the ability to move quickly and contribute with minimal ramp-up time.
• Exceptional analytical and problem-solving skills; able to evaluate technical feasibility and translate complex platform capabilities into clear guidance for business stakeholders.
• Strong understanding of Salesforce platform roadmap, releases, and emerging capabilities (including AI-enabled and data strategy features) relevant to Customer Care operations.
• Excellent written and verbal communication skills; able to communicate effectively with business stakeholders, IT development teams, vendor partners, and senior leadership.
• Proven ability to manage competing priorities across roadmap, requirements, and business case workstreams simultaneously.
• Demonstrated financial and business acumen to support cost/effort estimation and investment prioritization discussions.

Benefits

This role offers a competitive salary range, with the exact range varying based on location within the four US Labor Market Zones. The position also includes comprehensive benefits, including health insurance, retirement plans, and paid time off. Direct access to DIRECTV and customer proprietary data requires a background check.

Pay

Base Salary range: $91,770 - $166,635

Schedule

This is a remote position that can be located anywhere in the United States, with the exception of Alaska.