Sr Mgr, Customer Care Operations Project Mgmt

The Sr. Manager, Customer Care Operations Project Management is an expert-level strategist and technical advisor responsible for shaping the multi-year technology roadmap and ensuring business requirements are technically sound before handoff to delivery teams, with a specific focus on the Salesforce/DIRECTV
360 platform supporting Customer Care and Call Center operations. This role bridges business strategy and IT technical expertise - bringing deep Salesforce platform knowledge, familiarity with IT development tools and practices, and established relationships across IT and Salesforce Program Management teams to drive roadmap planning, requirements readiness, and investment decisions. This role serves as a trusted technical advisor to the Strategy team, IT partners, and leadership, playing a significant role in ensuring the success of complex, cross-functional technology initiatives - including the organization's ongoing technology transformation and migration of capabilities into DIRECTV
360.

Here's what you'll do:

• Maintain and continuously evolve the 2 - 3-year Salesforce/DIRECTV
  360 technology roadmap, ensuring it reflects current business priorities and platform capabilities.
• Monitor Salesforce platform releases, features, and capabilities relevant to call center operations, proactively identifying opportunities and risks.
• Provide technical feasibility input and identify sequencing dependencies to support sound roadmap prioritization decisions.
• Support prioritization decisions tied to the ongoing Transition Services Agreement (TSA) separation and system migration strategy.
• Leverage established relationships with IT and Salesforce Program Managers to maintain visibility into upcoming platform changes, dependencies, and cross-team initiatives.
• Partner directly with Strategy team leadership to shape, validate, and communicate roadmap decisions to stakeholders.
• Translate business needs into requirements formatted clearly and effectively for IT development teams, reducing ambiguity and rework.
• Partner in discovery and requirements grooming sessions, providing Salesforce/DIRECTV
  360 technical expertise to ensure requirements are technically sound and complete before handoff to delivery teams.
• Maintain access to IT's development and tracking tools (e.g., Jira) to independently review and spot-check how requirements and stories have been entered, ensuring accuracy and completeness.
• Serve as a liaison between business stakeholders and IT development teams, closing communication gaps and reducing miscommunication or missed requirements.
• Independently validate technical feasibility assessments provided by IT development partners.
• Advise the Strategy team on best practices for structuring and documenting requirements, drawing on prior IT development experience.
• Provide technical input on cost, effort, and complexity considerations to support finance-facing ROI business cases.
• Assess technical risk for proposed Salesforce-based solutions as needed.
• Partner with Finance and Strategy team leadership on investment prioritization discussions, particularly for TSA-related migration initiatives.

What you'll need to be successful:

Education:

• Bachelor's degree in Business Administration, Information Technology, Computer Science, or a related field preferred. Equivalent experience will be considered.
• Salesforce Administrator certification preferred.
• Additional Salesforce certifications a plus, such as Salesforce AI Specialist and Salesforce Data Cloud/Data
  360.
• SAFe (Scaled Agile Framework) certification a plus.
• PMP (Project Management Professional) certification or equivalent a plus.

Knowledge &

Experience:

• Subject matter expertise in the Salesforce platform preferred, with hands-on experience in Salesforce architecture, capabilities, and implementation within a Customer Care/Call Center or similar operational environment.
• Demonstrated ability to bridge business strategy, customer operations, Salesforce platform expertise, enterprise data strategy, AI-enabled solutions, and technology delivery to support roadmap planning and investment decisions.
• Experience with IT development and tracking tools (e.g., Jira) and familiarity with how technical requirements, user stories, and capabilities are structured and documented preferred.
• Proven ability to translate business requirements into technically sound specifications for development teams, with a track record of reducing rework and miscommunication between business and IT.
• Relevant professional experience in a Salesforce technical, IT product/application support, or related technology role; specific years of experience to be determined based on demonstrated expertise and platform depth.

Skills &

Competencies:

• Strong working relationships across IT, Salesforce Program Management, and cross-functional technology teams, with the ability to move quickly and contribute with minimal ramp-up time.
• Exceptional analytical and problem-solving skills; able to evaluate technical feasibility and translate complex platform…