Senior Product Manager – Activation & Expansion
Ramp
CloudSQL
Business Systems Lead – Agent and Channel Experience
Affirm
full-time
Posted on:
Origin: • 🇨🇦 Canada
Visit company websiteSalary
💰 CA$102,000 - CA$142,000 per year
Job Level
Senior
Tech Stack
CloudSQL
About the role
- 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
Requirements
- 5+ years of experience in Business Systems Engineering, Software or Enterprise Applications (preferably in fintech, SaaS, or high-growth tech)
- Deep expertise in Salesforce (certifications preferred: Salesforce Admin, Advanced Admin, Platform App Builder, Developer I)
- Experience implementing and improving Salesforce platform observability and availability best practices
- Experience with Salesforce Service Cloud: Case Management, Knowledge Base, Omni-Channel, Service Console configurations
- Hands-on experience implementing and optimizing Service Cloud features: Skill-Based Routing, Entitlements, Messaging for In-App and Web (MIAW), Einstein Gen AI for Service
- Familiarity with Lightning Web Components, Apex, BuildKite, GitHub and other development or CI/CD tools
- Technical proficiency in Salesforce administration and declarative development (Flows, Process Builder, validation rules, SQL) and basic Apex development
- Strong understanding of data modeling, reporting, and analytics, with experience leveraging Snowflake
- Hands-on experience with JIRA, Notion, and Agile methodologies
- Project management and exceptional communication skills; keen eye for detail
- Ability to thrive in ambiguity and in a fast-paced, high-performance culture
- Excellent problem-solving and communication skills
