Lead Manager, Salesforce Administration – Support

This is a fully remote position, open to applicants in United States.

📋 Description

• Collaborate with Salesforce experts, IT staff, and functional leaders to ensure Salesforce tools align with business requirements.

• Oversee the internal Salesforce Support queue.

• Manage the organization's Salesforce environments.

• Work alongside internal and external teams on development and testing initiatives.

• Handle daily operations of Salesforce orgs, application integrations, and troubleshooting tasks.

• Conduct routine maintenance and administrative tasks within Salesforce orgs and app integrations.

• Configure workflows, approval processes, fields, page layouts, record types, flows, dashboards, and reports.

• Document and communicate Salesforce modifications and release updates to end users and stakeholders.

• Resolve tickets, perform impact analysis, and provide solutions for Salesforce-related issues.

• Assist end users in enhancing productivity, application knowledge, confidence, and skillset.

• Support project lifecycles, including requirements gathering, research, solution design, testing, and deployment of declarative Salesforce improvements.

• Develop and maintain documentation for processes, policies, applications, and configurations.

• Support the Business Transformation team with system testing, training, and implementation efforts.

⛳️ Requirements

• Applicants must have authorization to work for any employer in the U.S.; Make-A-Wish does not sponsor employment visas or immigration processes.

• Prior experience as a Salesforce.com administrator is necessary.

• Proven experience in managing, triaging, responding to, and resolving user issues.

• Strong analytical and product management capabilities are required.

• Ability to interpret and convert customer business needs into operational requirements and propose solutions.

• Demonstrated capacity to meet deadlines, prioritize multiple client requests, and manage relationships both laterally and upwards.

• Creative and analytical thinker with robust problem-solving abilities.

• Excellent interpersonal communication skills and the ability to work effectively in a team setting.

• A minimum of 5 years of overall experience, including at least 2 years as a Salesforce.com super user or junior administrator.

• In-depth understanding of Salesforce development environments is essential.

• Ability to create custom apps and objects, fields, processes, custom views, and other intermediate-complexity content.

• Salesforce Admin Certification is required.

• A bachelor's degree in computer science or a related field, or equivalent experience, is mandatory.

• Experience with Salesforce NPSP is preferred.

• Familiarity with DevOps, CI/CD processes, and code versioning systems such as GitHub is a plus.

• Capability to excel in a remote work environment.

• Some travel may be necessary.

• May require work outside traditional Monday-Friday work weeks and normal business hours.

🏝️ Benefits

• Comprehensive benefits package effective from day one: Medical, Vision, Dental, and Wellness.

• Competitive salary with potential for annual incentives.

• Options for Health Savings Account and Flexible Spending Account.

• Fully funded Health Reimbursement Account by Make-A-Wish America.

• Short-Term Disability, Long-Term Disability, and Life Insurance coverage.

• Additional insurance options including Accident, Critical Illness, Hospital Indemnity, and Pet Insurance through Figo.

• 401(k) Retirement Savings Plan with a 5% match after one year of service.

• Eligibility for student loan forgiveness through the Public Service Loan Forgiveness Program.

• Provision of a laptop, 24” monitor, and docking station/adaptor to new hires.

• Competitive PTO starting at 15 days, with additional time off for senior roles.

• 10 Sick Days.

• 11 Paid Holidays.

• 2 Volunteer Days after one year of service.

• 2 Personal Days accrued annually.

• Parental Leave.

• Employee Awards and Recognition Programs.

• Opportunities for Individual and Leadership Development.

• Discounts and special offers available for theme parks, events, hotels, concerts, and movie tickets.