Manager IT Consumer Applications

Advanced Drainage Systems•Hilliard, OH

19h•Onsite

About The Position

The Manager, Consumer Applications is responsible for the strategic direction, delivery, support, maintenance, and continuous improvement of the enterprise Salesforce platform and related capabilities supporting Sales, Marketing, and Customer Service. The role translates business priorities into a practical platform roadmap and ensures technology investments deliver measurable business and customer value. The position leads a multidisciplinary team and balances platform strategy, project and enhancement delivery, production stability, governance, vendor management, and talent development. It also advances automation and responsible AI capabilities while ensuring solutions remain secure, scalable, reliable, and aligned with enterprise architecture and data standards. The role partners with business and IT leaders, oversees Salesforce portfolio delivery and operations, manages vendors and resources, develops team capabilities, and contributes to enterprise IT strategy. Travel may be required as business needs dictate, and occasional support outside standard working hours may be necessary for critical releases, production incidents, or significant business events.

Requirements

Bachelor’s degree in Information Technology, Computer Science, Business, Engineering, or a related field; an equivalent combination of education and relevant enterprise application leadership experience may be considered.
Progressive experience leading enterprise application delivery, support, maintenance, and continuous improvement within a complex organization.
People-management experience leading technical and functional professionals such as Salesforce administrators, developers, architects, business analysts, quality engineers, or project resources.
Experience managing Salesforce or another enterprise CRM platform supporting Sales, Marketing, and Customer Service.
Experience overseeing the software delivery lifecycle, including governance, production support, release management, platform operations, and third-party delivery.
Strong strategic leadership and business-partnership capabilities, including influencing senior stakeholders and establishing shared priorities.
Working knowledge of Salesforce capabilities, platform governance, security, data management, integrations, release management, and application support.
Ability to translate business goals and customer needs into technology strategies, platform roadmaps, measurable delivery plans, and investment recommendations.
Strong business acumen and understanding of enterprise operating models and Sales, Marketing, and Customer Service processes.
Demonstrated ability to lead cross-functional delivery across projects, enhancements, maintenance, and production support.
Knowledge of Agile, Waterfall, and hybrid software delivery lifecycles, including requirements, testing, release, and change-management practices.
Strong people leadership skills, including coaching, mentoring, performance management, professional development, succession planning, and capacity management.
Ability to manage vendors, contracts, budgets, service levels, risks, and external delivery partners.
Strong analytical, strategic-thinking, problem-solving, planning, decision-making, and execution skills.
Excellent written, verbal, facilitation, negotiation, and executive-level presentation abilities.
Ability to communicate technical issues, dependencies, risks, and trade-offs clearly to technical and nontechnical audiences.
Customer-focused approach emphasizing adoption, value realization, service reliability, and user experience.
Understanding of automation and responsible AI practices, including data governance, security, privacy, human oversight, and measurable value.
Ability to lead through change, ambiguity, and competing priorities while maintaining focus on quality and business outcomes.
Commitment to inclusive leadership, constructive collaboration, continuous learning, and continuous improvement.
Willingness and ability to travel as business needs require.
Flexibility to support critical releases, production incidents, or significant business events outside standard working hours when necessary.
Employment is subject to applicable work-authorization requirements.

Nice To Haves

Master’s degree in Business, Information Technology, or a related discipline.
Experience with Salesforce Sales Cloud, Service Cloud, Marketing Cloud, Experience Cloud, Data Cloud, Revenue Cloud, CPQ, or related capabilities.
Experience leading enterprise transformation initiatives and applying Agile delivery practices at scale.
Experience integrating Salesforce with platforms such as MuleSoft, Oracle, ServiceNow, enterprise data platforms, APIs, middleware, and event- or batch-based services.
Experience establishing or expanding automation, AI, product-management, platform-governance, or community-of-practice capabilities.
Experience managing strategic vendors, managed-service providers, contracts, financial resources, and service-level performance.
Salesforce, ITIL, Agile, product management, project management, or related professional certification.

Responsibilities

Build partnerships with Sales, Marketing, Customer Service, and IT leaders to align Salesforce capabilities with business strategy, customer needs, and measurable outcomes.
Develop and maintain a Salesforce roadmap that balances strategic priorities, platform health, technical debt, innovation, capacity, and investment decisions.
Lead the Salesforce portfolio, including projects, enhancements, application support, maintenance, integrations, and platform lifecycle management.
Prioritize, plan, sequence, and execute work using Agile, Waterfall, or hybrid approaches appropriate to each initiative.
Coordinate cross-functional delivery among product owners, business analysts, architects, developers, administrators, quality assurance, data, integration, infrastructure, security, and business teams.
Ensure disciplined execution across requirements, solution design, estimation, testing, user acceptance testing, release readiness, deployment, documentation, production validation, and post-release support.
Establish transparent reporting for portfolio scope, schedules, capacity, risks, dependencies, service performance, adoption, and delivered business value.
Oversee major production incidents, root cause analysis, corrective actions, and service improvements.
Lead the strategy and responsible adoption of Salesforce automation and AI capabilities, including identifying, evaluating, prioritizing, piloting, and scaling use cases.
Partner with data, architecture, security, privacy, compliance, and business teams to establish governance, human oversight, and value measurement for AI-enabled solutions.
Monitor Salesforce product developments, industry practices, emerging technologies, and regulatory changes to identify opportunities for improvement and innovation.
Establish and enforce platform governance, development standards, configuration controls, documentation requirements, security practices, and data-quality expectations.
Collaborate with enterprise and solution architects on scalable design patterns, integration standards, performance optimization, reuse, and technical debt reduction.
Coordinate Salesforce integrations with enterprise applications and services, including ERP, middleware, data platforms, marketing technologies, APIs, and IT service-management solutions.
Ensure effective incident, problem, change, release, environment, access, and application lifecycle management practices.
Manage strategic vendors, managed-service providers, and contract resources, including statements of work, deliverables, service levels, acceptance criteria, escalations, and performance.
Partner with Procurement and IT leadership on contract management, financial stewardship, resource planning, vendor accountability, and knowledge transfer.
Lead, coach, and develop a multidisciplinary Salesforce team by setting goals, encouraging collaboration and inclusion, and providing feedback and career development.
Develop workforce, capacity, and succession plans aligned with the platform roadmap, operating model, and future business needs.
Promote platform adoption and value realization through stakeholder engagement, change readiness, training support, communication, and outcome-based measurement.
Contribute to enterprise IT strategy as a member of the IT leadership team and advocate for technology solutions that create sustainable business value.