Business Operations

• Own and optimize Salesforce as the primary CRM for Servicing, operations, compliance, and customer success
• Set technical strategy for the team on a year-long timescale and align projects with business goals
• Collaborate across teams (Product, Design, Analytics, Ops, Security, Engineering) through the product development lifecycle
• Act as a force-multiplier by defining and advocating technical solutions and operational processes
• Maintain and support integrations between Salesforce and core systems (Snowflake, Amazon Connect, internal tools) to enable Case Creation flows and automation
• Develop and enforce best practices for system governance, security, and data integrity; ensure compliance with fintech regulations (PCI-DSS, GDPR, SOC 2)
• Drive DevOps automation leveraging Salesforce DevOps Center and/or GitHub Actions
• Build and improve Lightning Flows, Agentforce, and other low-code tools to eliminate manual processes
• Manage system enhancements and customizations including configurations, flows, Lightning components, and API integrations
• Oversee JIRA boards for business systems projects: define requirements, manage sprints, and ensure timely execution
• Develop metrics for system observability, availability, and performance; monitor and troubleshoot systems
• Provide training and documentation to ensure high adoption and effective use of business systems

Business Systems Lead – Agent and Channel Experience

Associate Manager, Business Process Re-engineering

Manager, Business Process Re-engineering

Business Systems Administrator

Business Operations Manager – Senior

Director, Business Operations