Application Manager, Salesforce Service Cloud

7 days ago

Bengaluru, Karnataka, India Meta Full time ₹ 1,50,000 - ₹ 28,00,000 per year
Meta's Care team is at the heart of Meta's mission of proven customer service for our Reality Labs business as well all internal teams. By transforming the way our internal and external services work, we're ultimately helping to bring billions of people around the world closer together. We're also not just helping all of Meta run more efficiently; we're setting a new industry benchmark for how people get faster help when needed. Enabling operations to run core business requires unconventional thinking and lightning-fast, real-time solutions.

We are seeking an Application Manager to own and maintain the Salesforce platform, being part of the Care Enterprise Products team group. The role will contribute to the management of Service Cloud features and will guide the work of our Salesforce development team.

Responsibilities
Capture business requirements and translate into end-to-end solution design and architecture, leveraging 3P enterprise tooling to drive strategic business objectives Collaborate with business stakeholders to integrate 3P solutions into the product strategy. Identify investments and develop roadmaps to support business objectives and architectural vision Understands the context of the supported product and product portfolio within the organization and its competitive landscape and 3P application domains Monitor and improve application health through system upgrades, patches, modernization, End of Life, establish clear production support processes to address bugs, enhancements, performance, and availability issues Identify gaps, define and implement policies, controls, and governance processes to ensure compliance with applicable regulatory requirements

Qualifications
Bachelor's degree in Computer Science, Computer Engineering, relevant technical field, or equivalent practical experience 5+ years of experience implementing Salesforce Applications Demonstrated experience of crafting and owning the 2–3 year product roadmap and vision 3+ years of experience integrating systems with third-party service vendors Proficiency using flow builder, process builder, Omni-channel, entitlement and other out of the box solutions Demonstrated experience working in a fast-paced deadline-focused environment Demonstrated success in challenging the status quo and driving impact across stakeholders Understands the context of the supported product and product portfolio within the organization and its competitive landscape Successful candidate must remain in role in the same team in India for a minimum period of 24 months before being eligible for transfer to another role, team or location Experience in implementing latest AI technology such as Agentforce, Einstein AI, Gen AI and machine learning Experience in handling business and leadership communication with internal and external stakeholders and users 8+ years of experience implementing or building solutions with enterprise software Preferred Certifications: Advanced Administrator, Service Cloud Consultant, Application Architect and Agentforce Specialist Demonstrated experience with lightning component development and Apex code Experience in managing large initiatives and multi-tenant Salesforce orgs

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