Salesforce Application Manager

Auto Club Enterprises is seeking an Application Manager to lead the development, delivery, and ongoing support of Salesforce Service Cloud applications that power our member service experience.

This role will help build a unified workspace for service representatives across contact centers and branches, connecting membership, insurance, billing, and other enterprise capabilities. You will partner with business leaders, product owners, architects, and technology teams to translate business priorities into reliable, scalable solutions.

The ideal candidate combines strong people management with hands-on Salesforce technical expertise. You will be accountable for delivery, production stability, engineering quality, and the development of an internal team that can confidently build, enhance, and support the platform.

• Lead and develop the team. Manage Salesforce developers and technical leads, establish clear individual ownership, provide regular coaching, and set expectations for technical quality, communication, and delivery.
• Own application delivery. Partner with product owners to maintain a prioritized backlog, define achievable release plans, manage dependencies, and deliver capabilities that improve member service and representative productivity.
• Guide Service Cloud solutions. Oversee the design and implementation of case management, Service Console experiences, Omni-Channel routing, Knowledge, guided workflows, and service automation.
• Provide technical leadership. Review architecture, solution designs, and code across Apex, Lightning Web Components, Flow, and integrations. Promote modular, reusable solutions and sound decisions about standard functionality versus customization.
• Deliver a connected service experience. Work with enterprise teams to integrate Salesforce with Genesys, Guidewire, membership and billing systems, and customer master data platforms through governed APIs and event-driven patterns.
• Build internal engineering capability. Structure vendor collaboration around joint design, implementation, code reviews, and testing. Ensure knowledge transfer results in demonstrated internal ownership of the codebase and production support.
• Own production reliability. Establish monitoring, support procedures, escalation paths, and recovery runbooks. Lead application response to critical incidents, communicate business impact, and drive root-cause analysis and corrective actions.
• Strengthen testing and release discipline. Own the application testing strategy, including automated regression and end-to-end integration coverage. Coordinate business UAT and enforce release-readiness reviews, deployment controls, rollback planning, and post-release validation.
• Advance AI-enabled service. Partner with business and architecture teams to evaluate and implement Agentforce and intelligent automation, with appropriate data access, quality controls, and human handoffs.
• Manage performance and investment. Track delivery predictability, production defects, application health, team capability, vendor performance, and resource needs. Maintain a roadmap for platform improvements and technical debt.
• Communicate clearly across the organization. Provide timely updates on progress, risks, dependencies, and decisions. Explain technical trade-offs in terms of member experience, operational impact, cost, and long-term maintainability.

• Bachelor’s degree in Computer Science, Information Systems, or a related field, or equivalent practical experience.
• 10+ years of progressive experience in enterprise application development and delivery, including substantial Salesforce experience.
• Proven experience managing software engineering teams, including hiring, coaching,…