Onshore SalesForce Lead

Deloitte•Arlington, VA

About The Position

Are you an experienced, passionate pioneer in technology who wants to work in a collaborative environment? As an experienced Salesforce CRM+RCA Specialist you will have the ability to share new ideas and collaborate on projects as a consultant without the extensive demands of travel. If so, consider an opportunity with Deloitte under our Project Delivery Talent Model. Project Delivery Model (PDM) is a talent model that is tailored specifically for long-term, onsite client service delivery. Work you'll do/Responsibilities As a Project Delivery Specialist (PDS) at Deloitte, you will work within an engagement team and be responsible for supporting the overall project goals and objectives. In this role, you will interact with stakeholders and cross-functional teams. It is expected that you will be able to perform independent tasks as well as provide technical guidance to team members, as needed. Operate Lead - SFDC CRM + RCA Functional Lead is responsible for leading ongoing operational excellence and optimization of Salesforce CRM environments, with a strong emphasis on Root Cause Analysis (RCA) for incident and problem management. This leadership role ensures stable, high-performing CRM solutions, drives continuous service improvements, and develops functional teams that proactively support business objectives through analytics, process optimization, and best-in-class service management. Operational Leadership & Service Delivery: Oversee day-to-day operations, incident management, release management, and health monitoring for Salesforce CRM environments. Maintain operational SLAs by ensuring timely resolution of incidents, service requests, and escalated issues. Lead cross-functional teams deliver ongoing support, enhancements, and user adoption initiatives. Root Cause Analysis & Continuous Improvement: Own the RCA process for recurring incidents and critical issues, ensuring thorough identification, documentation, and elimination of root causes. Implement preventive measures and best practices to reduce incident volume and improve platform stability and customer satisfaction. Track and report on RCA outcomes, driving accountability and learning across teams. Team Leadership & Development: Mentor, manage, and develop a team of Salesforce functional and support analysts. Foster a culture of proactivity, collaboration, and high performance within the team. Stakeholder Management & Communication: Act as the primary point of contact for business stakeholders relating to CRM operations, enhancements, and incident communications. Facilitate regular service reviews, status updates, and performance reporting for leadership and business users. Governance & Compliance: Ensure adherence to governance policies, security standards, and data quality across all operational processes. Oversee change management processes to minimize operational risk and support robust service delivery. Service Improvement & Optimization: Continuously evaluate operational processes, client feedback, and platform metrics to i-entify opportunities for automation, efficiency, and excellence. Drive operational innovations and strategic enhancements aligned with business goals.- The Team Our Deloitte Customer team empowers organizations to build deeper relationships with customers through innovative strategies, advanced analytics, Generative AI, transformative technologies, and creative design. We can enhance customer experiences and drive sustained growth and customer value creation and capture, through customer and commercial strategies, digital products and innovation, marketing, commerce, sales, and service. We are a team of strategists, data scientists, operators, creatives, designers, engineers, and architects. Our team balances business strategy, technology, creativity, and ongoing managed services to solve the biggest problems that affect customers, partners, constituents, and the workforce. Our Digital Foundry, Operate, & Innovation offering balances strategy, technology, creativity, and managed services to solve your biggest challenges. We design and deliver services to run digital businesses, manages innovation and assets, and commercialize IP to drive growth across all Customer offerings.

Requirements

Salesforce Administrator (ADM 201) Certification or Demonstrates foundational expertise in Salesforce configuration, management, and platform governance required for leadership in operations.
Proven Leadership in Root Cause Analysis and Cross-Functional Teams
Strong problem-solving, communication, and stakeholder management skills
Bachelor's degree, preferably in Computer Science, Information Technology, Computer Engineering, or related IT discipline; or equivalent experience
Ability to travel 10%, on average, based on the work you do and the clients and industries/sectors you serve

Nice To Haves

Analytical/ Decision Making Responsibilities
Analytical ability to manage multiple projects and prioritize tasks into manageable work products
Can operate independently or with minimum supervision
Excellent Written and Communication Skills
Ability to deliver technical demonstrations

Responsibilities

Oversee day-to-day operations, incident management, release management, and health monitoring for Salesforce CRM environments.
Maintain operational SLAs by ensuring timely resolution of incidents, service requests, and escalated issues.
Lead cross-functional teams deliver ongoing support, enhancements, and user adoption initiatives.
Own the RCA process for recurring incidents and critical issues, ensuring thorough identification, documentation, and elimination of root causes.
Implement preventive measures and best practices to reduce incident volume and improve platform stability and customer satisfaction.
Track and report on RCA outcomes, driving accountability and learning across teams.
Mentor, manage, and develop a team of Salesforce functional and support analysts.
Foster a culture of proactivity, collaboration, and high performance within the team.
Act as the primary point of contact for business stakeholders relating to CRM operations, enhancements, and incident communications.
Facilitate regular service reviews, status updates, and performance reporting for leadership and business users.
Ensure adherence to governance policies, security standards, and data quality across all operational processes.
Oversee change management processes to minimize operational risk and support robust service delivery.
Continuously evaluate operational processes, client feedback, and platform metrics to i-entify opportunities for automation, efficiency, and excellence.
Drive operational innovations and strategic enhancements aligned with business goals.