IT Operations Manager

The IT Operations Manager is a hands‑on, high‑visibility role responsible for the American Board of Ophthalmology’s digital ecosystem. From day‑to‑day administration and tech support to strategic execution, the IT Operations Manager monitors and manages a diverse portfolio that includes the Salesforce enterprise system, data infrastructure and analysis, custom in‑house platforms, and Azure database environment. As the primary in‑house owner and expert, the IT Operations Manager maintains and enhances existing platforms (websites, portals, dashboards, and applications), solves problems promptly, and drives continuous improvement.

Serving as the bridge between internal stakeholders and external vendors, this role translates business needs into practical, well‑documented solutions and sees them through from concept to completion. The position is responsible for managing 1 existing FTE with the opportunity for additional on‑staff or vendor hires.

• Own and continuously improve the organization’s core technology systems, especially Salesforce, ensuring they are reliable, secure, well‑documented, and optimized to support staff workflows and business needs.
• Partner across teams to understand needs, solve problems, and deliver practical digital solutions, while providing responsive day‑to‑day support for systems, tools, and user issues.
• Oversee all technology vendors, systems, and policies, ensuring strong security practices, clear documentation, effective training, and alignment with organizational standards.
• Support and enhance custom applications, databases, and system integrations to ensure platforms work seamlessly together and meet evolving operational needs.
• Provide hands‑on administration of core tools and infrastructure, including Microsoft 365 and user systems, ensuring staff and volunteers can work without disruption.
• Lead software testing, user acceptance, and training to ensure new and updated systems are functional, intuitive, and ready for use.
• Manage and evolve the organization’s data and reporting capabilities, including dashboards and analytics, to support decision‑making and organizational insight.
• Staff and support a Board‑level technology committee, including coordinating meetings, preparing materials, and providing clear updates on technology strategy, performance, and risks.

• Serve as the organization’s primary Salesforce administrator, responsible for configuration, maintenance, and enhancement of Customer Relationship Management system functionality.
• Maintain and improve Experience Cloud sites, dashboards, flows, automations, and system integrations.
• Troubleshoot errors, manage support tickets, and manage external vendors or developers.
• Conduct routine audits to ensure data integrity, compliance, and security.
• Develop and maintain internal documentation and reports; support staff through training and best practice guidance.
• Identify and implement enhancements that streamline workflows and improve staff efficiency.

• Work with all operational teams to translate needs into Salesforce or digital solutions.
• Provide user‑facing troubleshooting and support for portals and digital tools.
• Participate in digital transformation projects by conducting testing, identifying issues, and providing recommendations for refinement.
• Implement Search Engine Optimization, accessibility, and design best practices across digital properties.
• Provide continuous audit and improvement planning to legacy processes and systems.

• With management direction and approval, identify, hire, and manage vendor expertise where necessary; serve as manager for all technology vendors and liaison between vendors and staff.
• Develop, implement, and update technology policies supporting best practice in system use and maintenance.
• Ensure all systems meet security requirements and manage annual evaluation and testing of system security. Provide education and training to staff on all necessary security practices. Provide Audit Committee and Board with annual report on systems security.
• Develop and…