Specialist Digital Product Management

Baylor Genetics•,

14d

About The Position

The Specialist, Digital Product Management acts as a Salesforce Administrator and configuration developer, responsible for day-to-day configuration, support, and maintenance of the organization's Salesforce platform, with expertise across Sales Cloud and Service Cloud. The role balances time-sensitive production support for user-reported issues with structured product enhancement projects that improve platform functionality. The Salesforce Administrator partners with Client Services, Clinical Operations, Revenue Cycle Management, and other cross-functional stakeholders to translate business needs into scalable Salesforce solutions while maintaining backlog management, clear stakeholder communication, and sound data governance. This position is part of the Salesforce Product team and works closely with the Technology team, providing hands-on declarative development as part of larger multi-platform projects. The work location may be remote, hybrid, or onsite based on business needs and role requirements. The role primarily supports users during Central Time business hours, with occasional after-hours availability required for urgent production issues. The work is primarily performed in a standard office or remote work environment, with routine use of computer and communication technologies. Occasional travel may be required for team collaboration, training, implementation support, or business meetings.

Requirements

Bachelor's degree in Computer Science, Information Systems, Business, or a related field; an equivalent combination of education and experience may be considered.
Salesforce Administrator certification.
Demonstrated hands-on experience administering Salesforce, with working knowledge of Sales Cloud and Service Cloud.
Experience configuring and maintaining Flows, creating custom reports and dashboards, and managing bulk data with Data Loader or similar tools.
Experience with deployment and release management tools such as Gearset and collaboration tools such as Jira and Confluence.
Strong stakeholder communication skills and ability to work with technical and non-technical audiences.
Strong organizational and time management skills, including the ability to manage competing production support and project priorities.

Nice To Haves

Experience supporting Salesforce in HIPAA-regulated environments.
Experience with Pardot or Marketing Cloud, OmniChannel, and CPQ.
Familiarity with ITIL processes for incident, change, and problem management.
Experience with backlog management and Agile or similar delivery methodologies.

Responsibilities

Serve as a primary contact for time-sensitive user support requests, troubleshooting and resolving production issues related to Salesforce functionality, configuration, and data.
Apply ITIL-aligned incident, change, and problem management processes to resolve and document production issues consistently.
Prioritize and manage urgent support tickets alongside planned project work, communicating status and timelines to affected stakeholders.
Provide support primarily during Central Time business hours and be occasionally available after hours for urgent production issues.
Manage user and license administration, including user setup and deactivation, roles, profiles, permissions, public groups, organization-wide defaults, and sharing rules.
Configure and maintain Flow-based automation, including building new Flows and maintaining and troubleshooting existing processes.
Manage installation, configuration, and maintenance of connected apps and API integrations to ensure secure and reliable data exchange between Salesforce and third-party systems.
Lead product enhancement projects from requirements gathering through deployment, using tools such as Gearset, Jira, and Confluence for releases, documentation, and change tracking.
Maintain and groom an enhancement-request backlog, working with stakeholders to prioritize requests according to business impact and platform capacity.
Design and maintain advanced reports and dashboards that provide accurate, timely visibility into operational and business performance.
Perform bulk data imports, exports, updates, and deduplication using Data Loader or similar tools while maintaining data integrity and security standards.
Support Pardot or Marketing Cloud, OmniChannel, and CPQ functionality as applicable, partnering with relevant teams on configuration and troubleshooting.
Evaluate Salesforce releases and features and recommend and implement changes that benefit the organization.
Build relationships with business stakeholders across departments and serve as a liaison between technical solutions and operational needs.
Communicate professionally with technical and non-technical audiences about project status, production issues, and platform changes.
Comply with company policies, procedures, and applicable regulatory requirements.
Perform other duties as assigned to support team and organizational objectives.