Project Manager, Salesforce Service Cloud
6 months ago
**Your Opportunity at ARC’TERYX**:
As the Project Manager, Salesforce Service Cloud you provide leadership at the project level and execute on moderate to complex Salesforce Service Cloud projects. You will lead project delivery in collaboration with cross-functional departments and the development team. You will manage all aspects of these projects from concept to execution, working closely with business stakeholders, development teams and/or vendors. This includes responsibility for the management and planning of work, resourcing, work prioritization, process alignment and issue resolution for multiple concurrently running projects. The Project Manager will coordinate the efforts of multi-disciplinary teams to execute high quality and on-time deliverables.
**Meet Your Future Team**:
- The Guest Services / Aftersales SWAT team is a technology driven team focused on the Salesforce Service cloud instance that supports our Guest services and Aftersales business teams. This team will be focused on continually improving our Salesforce Service cloud environment to better suit our business’s evolving needs. We are passionate about improving the guest experience through technology and strive to put the guests at the centre of every decision we make.
**If you were a Project Manager, Salesforce Service Cloud now, here are some of the core activities you would be doing**:
- Managing a portfolio of Salesforce Service Cloud initiatives ensuring high quality project delivery within the given timeline
- Clarifying and developing a laser-like focus of the business needs, control project scope, and track and report project status to the Product Manager, IS Senior Management and/or Project Steering Committees
- Developing and reviewing project briefs and plans with internal and external stakeholders and presenting project initiatives to the Product Manager
- Translating business requirements into detailed work action plans, and identifying and sequencing the activities needed to successfully complete projects, complete vendor selection and RFI / RFP process as needed
- Preparing project estimates and determine the resources (expertise, time, money, equipment, etc.) required to complete projects with the highest level of success
- Executing projects according to approved project plans using Agile principles and values and scrum methodology
- Running project team scrums and daily standups, including virtual scrums and standups with remote team members as required
- Ensuring proper risk management by documenting all risks and employing an effective mitigation strategy
- Ensuring alignment across all Salesforce projects and efficient escalation and removal of project impediments
- Preparing and coordinating system changes for release, organize product demo sessions to gather feedback from the stakeholders to ensure continuous improvement
**Here are some of the things you could be working on in the future**:
- Supporting the Omni-Channel Product Manager & Omni-Channel Director in achieving the agile squads’ strategic goals
- Supporting the Omni-channel Product Manager to develop the Salesforce Service Cloud roadmap and prioritize projects based on their business value outcomes
- Managing all aspects of the projects to ensure alignment of the overall Guest Services & Aftersales program with strategic business objectives
- Utilizing your experience and expertise to contribute specialized process improvement initiatives in the project management practice within the web development team
**Are you our next Project Manager, Salesforce Service Cloud?**:
- You have a Bachelor’s degree or post-secondary education in Information Technology, Business or a related field
- You have 5+ years of experience as a Project or Product Manager/Owner
- You have demonstrated success working in an agile methodology
- You have a Scrum certification (CSM, CSPO, etc.)
- You have excellent interpersonal skills and the ability to work with all levels of stakeholders
- You have an exceptional ability to collaborate and contribute as a team player, and the ability to build strong, positive relationships within your team, and cross functionally.
- You have excellent communication and influencing skills with the ability to explain, articulate, and document concepts, frameworks and requirements
- You have strong organization and prioritization skills while managing multiple, competing priorities
- You have excellent time management skills with the ability to plan ahead and meet deadlines
- You have experience with Salesforce Service Cloud development
- You possess a high level of analytical and critical thinking
- You have strong facilitation, diplomacy, and leadership skills
- You have experience coaching and mentoring in an agile development environment
- You are proactive in identifying the root cause of issues and developing solutions
- You remain highly flexible and adaptable when faced with ambiguity
- You effectively balance autonomy and c
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