Manager, Salesforce Operations

Navia Benefit Solutions•Moraine, OH

17d•$120,000 - $160,000•Hybrid

About The Position

Navia Benefit Solutions is seeking a Manager, Salesforce Operations to own, build, configure, and evolve our Salesforce.com platform. Salesforce is the operational backbone of the organization—powering Service (case management, participant support), Sales (pipeline, quoting, renewals), Product Support (escalation workflows, knowledge), and Marketing (campaigns, lead management). This role sits within Service Operations, reports to the COO, and is accountable for the platform’s roadmap, hands-on configuration and customization, data integrity, cross-functional alignment, and vendor management. A Data Architect reports directly into this position. This is a hands-on builder role, not a delegator. The ideal candidate is a Salesforce expert who can personally architect solutions, build complex Flows, configure multi-cloud environments, write Apex when needed, and deliver working platform capabilities—while also managing stakeholder priorities, a direct report, and the vendor relationship. You are the person who opens Setup every day.

Requirements

5 + years of hands-on Salesforce.com configuration and administration, with expert-level proficiency across the declarative toolset (Flows, Process Builder, validation rules, custom objects, page layouts, permission sets, sharing rules).
Demonstrated ability to build and ship Salesforce solutions end-to-end—from requirements through sandbox build, UAT, and production deployment—across Service Cloud, Sales Cloud, and Marketing Cloud (or Pardot/MCAE).
Working proficiency in Apex (triggers, classes, test classes) and Lightning Web Components; able to write, review, and debug custom code.
Deep knowledge of Salesforce data model design: object relationships, record types, formula fields, roll-up summaries, and cross-object reporting.
Hands-on experience with Salesforce release management, sandbox strategy, and deployment tools (Gearset, Copado, or change sets).
Experience managing cross-functional stakeholder relationships at the director+ level while personally delivering platform work.
Familiarity with integration middleware (MuleSoft, Boomi, or equivalent) and hands-on experience configuring API-based integrations.
Working knowledge of HIPAA compliance requirements and healthcare data handling.

Nice To Haves

Salesforce certifications required or strongly preferred: Administrator, Advanced Administrator, Platform App Builder. Platform Developer I is a plus.
Experience in the benefits administration, TPA, or healthcare services industry.
Background in Agile/Scrum delivery with experience managing a prioritized backlog while personally executing configuration work.
Experience with Salesforce Einstein, Agentforce, or Data Cloud capabilities.
Hands-on experience building Salesforce-to-external-system integrations (REST, SOAP, platform events, change data capture).
Experience with PowerBI or Tableau for Salesforce reporting and analytics.

Responsibilities

Hands-On Platform Configuration & Development Personally design, build, and maintain Salesforce solutions: Flows, process automations, custom objects, page layouts, record types, validation rules, permission sets, and Lightning pages across Service Cloud, Sales Cloud, and Marketing Cloud.
Write and review Apex triggers, classes, and Lightning Web Components (LWC) when declarative tools are insufficient; know when code is the right answer and when it isn’t.
Build and optimize reports, dashboards, and list views that give each business unit self-service visibility into their operational data.
Configure and maintain integrations with Navia’s core systems via Boomi, REST/SOAP APIs, and platform events; troubleshoot integration failures hands-on.
Manage the full release lifecycle: sandbox configuration, change sets or CI/CD tooling (Gearset, Copado), UAT coordination, and production deployment.
Own the Salesforce platform roadmap across Service, Sales, Product Support, and Marketing—aligning platform investments to business outcomes (e.g., case resolution time, pipeline velocity, renewal rate, campaign ROI).
Define quarterly OKRs for platform health, adoption, and capability delivery; present progress to COO and functional leadership.
Evaluate Salesforce ecosystem tools (AppExchange, ISV partners, managed packages) and new capabilities (e.g., Einstein AI, Agentforce, Data Cloud) against build vs. buy criteria.
Maintain a living technical debt register and drive structured paydown alongside feature delivery.
Serve as the single point of accountability for Salesforce across four business domains—Service, Sales, Product Support, and Marketing—each with distinct workflows, data models, and success metrics.
Run intake, scoping, and prioritization with functional stakeholders; translate business requests into configured solutions, not just tickets—prototype in a sandbox, demo to stakeholders, iterate, deploy.
Manage competing demand across business units using transparent prioritization frameworks (e.g., WSJF, RICE, value vs. effort).
Partner with IT and Engineering on environment strategy (sandbox governance), org-wide architectural standards, and deployment cadence.
Direct the Data Architect in designing and maintaining scalable data models, integration patterns, and data quality standards across the Salesforce org.
Own data governance policies: field-level security, record-type strategy, duplicate management, and archival/purge schedules.
Ensure compliance with HIPAA and healthcare-industry data handling requirements as they apply to participant and employer data stored in Salesforce.
Drive integration architecture decisions for connections to Navia’s core benefit administration systems, payment platforms, and reporting tools (e.g., PowerBI, Boomi, middleware).
Own the full Salesforce license inventory: actively manage user license assignments, deactivations, and role-based license type allocation (e.g., full CRM vs. Platform vs. Identity vs. Community/Experience Cloud licenses) to minimize waste.
Conduct regular license audits—identify inactive users, underutilized licenses, and permission set license sprawl; reclaim and reallocate as needed.
Track and forecast Salesforce spend across editions, add-on SKUs (e.g., Marketing Cloud, Data Cloud, Shield), API call volumes, and storage consumption; present cost trends and optimization opportunities to COO.
Own the Salesforce commercial relationship: contract renewals, edition/SKU strategy, and Salesforce Account Executive engagement—negotiate with data, not gut.
Manage third-party ISV and AppExchange vendor relationships, renewals, per-seat costs, and performance; sunset tools that aren’t earning their keep.
Maintain a living license and cost model that connects user counts, license types, and feature usage to annual platform TCO.
Define and track platform adoption metrics by business unit; identify and resolve friction points.
Partner with training and enablement teams to deliver role-specific onboarding and ongoing Salesforce training.
Lead change management for major platform releases, ensuring stakeholder communication, UAT coordination, and rollback planning.
Establish and monitor platform SLAs: system uptime, integration reliability, data quality scores, and case/issue resolution times for platform support tickets.
Own incident response for Salesforce outages or degraded performance; coordinate with Salesforce Premier Support and internal teams.
Maintain platform documentation: architecture diagrams, process flows, configuration standards, and runbooks.