Manager, Business Systems and Process

Adelphi Group•New York, NY

5d•$50,000 - $95,000•Hybrid

About The Position

Orion Worldwide is seeking a Manager, Business Systems and Process to support business operations and transformation. The role works with teams across the business to drive the evolution and adoption of Salesforce and the workflows that operate within it. Responsibilities may expand over time to include other business systems and related workflows. The manager develops working knowledge of agency processes performed in Salesforce, maintains process and data-use documentation, supports business users, and coordinates with the central Salesforce support team. The role gathers and prioritizes enhancement requests, translates business needs into requirements, tracks requests through resolution, validates that enhancements solve the original problem, and identifies recurring issues or training gaps for continuous improvement. The position is subject to Omnicom’s policy requiring employees to work in the office at least three days per week, to the extent permitted by local law, unless additional in-office days are directed by the agency or manager.

Requirements

5–7 years in business systems analysis, business process ownership, or a related operations role.
Strong functional knowledge of Salesforce capabilities, limitations, and common configuration patterns.
Requirements-gathering and business analysis skills, including the ability to translate ambiguous business pain points into clear, actionable requirements.
Stakeholder-management skills and comfort working with internal business users across multiple functions and a central technical team.
Ability to influence without direct authority and advocate effectively for prioritization without owning the development backlog.
Strong documentation and process-writing skills.
Analytical mindset and ability to diagnose whether an issue is related to data, training, or a system limitation.
Ability to work in a dynamic, fast-paced business environment.

Nice To Haves

Salesforce-specific functional experience as a power user, business analyst, or process owner; Salesforce administrator or developer certification is not required.
Experience working within a shared-platform or shared-services model where system administration sits outside the role’s direct control.
Media or advertising agency experience, particularly familiarity with client/account management workflows.

Responsibilities

Develop deep working knowledge of the agency’s business processes performed within Salesforce.
Document and maintain data-entry standards, workflow rules, and usage guidelines specific to the agency’s needs.
Identify inconsistent or incorrect Salesforce usage that causes downstream problems, such as reporting inaccuracies or workflow breakdowns.
Serve as the first point of contact for business users experiencing issues or proposing enhancements.
Triage and troubleshoot issues, determining whether they stem from training or process gaps or require a technical fix.
Maintain visibility into open issues and enhancement requests across the business.
Gather, document, and prioritize enhancement requests from across business functions.
Apply the function’s prioritization framework to determine urgency and escalation path.
Translate business needs and pain points into clear requirements for the central Salesforce team.
Track submitted requests through resolution and close the loop with requesting business users.
Manage business needs and urgency when prioritizing tickets for the central Salesforce team.
Validate that delivered enhancements solve the original business problem before closing requests.
Maintain documentation of agency-specific Salesforce configurations and processes as they evolve.
Identify recurring issues or training gaps and recommend process or documentation improvements.