Customer Care Solutions Manager

The Customer Care Solutions Manager (CXE) is a strategic leader with technical expertise responsible for designing, architecting, and overseeing the business-side management of scalable CRM solutions on the Salesforce platform. The Customer Care Solutions Manager (CXE) oversees multiple initiatives under CXE, ensuring alignment with customer experience goals, business strategies, and enterprise architecture standards.

While leading solution design and validation, the Customer Care Solutions Manager (CXE) partners closely with ICT for production deployment, system development, and infrastructure governance. The role focuses on translating business needs into robust platform solutions, enabling operational agility and innovation without bypassing ICT control.

• Lead the business-side solution design and validation for Salesforce-based CRM initiatives, ensuring alignment with CX strategies and enterprise architecture standards.
• Collaborate with internal stakeholders, ICT, and external vendors to translate business needs into system requirements and solution specifications.
• Guide business-side prototyping efforts in sandbox environments to validate design concepts before transition to formal development cycles managed by ICT.
• Review and align proposed development efforts with business objectives, scalability targets, and Salesforce best practices.
• Drive automation, workflow optimization, and efficient use of Salesforce features such as Flows and Apex within approved governance boundaries.
• Lead the preparation of business-side technical documentation and platform enhancement blueprints for all CXE projects.
• Serve as the business-technical liaison between functional teams, developers, and vendor partners.
• Manage the CRM platform backlog and lead the prioritization of business-driven enhancement requests in coordination with stakeholders.
• Collaborate with the Digital Engagement and Unified Communications teams to ensure CRM insights support self-service, mobile, and messaging platforms.
• Contribute to AI-driven automation initiatives by defining CRM workflow logic and coordinating with ICT for system delivery.
• Ensure that all CRM system changes requiring backend development, production deployment, or infrastructure changes are executed in close collaboration with ICT.

• Business Alignment: Skilled at translating business processes into platform logic and agile solutioning.
• Vendor & ICT Coordination: Proven experience managing cross-functional collaboration and third-party vendor delivery alignment.
• AI Awareness: Familiarity with AI/automation tools and ability to support data-driven CRM enhancements.
• Salesforce CRM Architecture: Proficient in designing scalable, modular solutions within Salesforce governance.
• Automation & Logic: Advanced expertise in Salesforce Flows, Apex logic design, and platform automation.
• Integration Expertise: Strong in defining API specifications and collaborating with ICT for integration execution.
• Solution Validation & Governance: Skilled in reviewing proposed developments for business fit, scalability, and platform integrity.
• UI Components: Basic to intermediate proficiency in Lightning Web Components (LWC).

• Bachelor's degree in Information Technology, Computer Science, Engineering, or related field.
• Certifications:
• Salesforce Administrator (Required)
• Salesforce Platform App Builder (Required)
• Salesforce Platform Developer I (Preferred)
• Salesforce Solution Architect (Preferred)
• Additional Salesforce certifications (e.g., Sales/Service Consultant) are a plus
• Skills:
• Strong technical problem-solving and analytical thinking
• Effective communicator and cross-team collaborator
• Structured, solution-oriented, and business-focused mindset
• Skilled at managing business-to-ICT solution translation
• Strategic planning and solution validation leadership
• Relevant Experience:
• 6–8 years of total work experience in technology or CRM-related roles
• Minimum 4 years hands-on experience with Salesforce CRM architecture, automation, and integrations
• Proven experience in leading Salesforce solution delivery in enterprise settings
• Exposure to CRM strategy and customer experience-led digital initiatives