Meta - Fremont, CA
posted 3 months ago
The Application Manager for Salesforce ServiceCloud at Meta plays a pivotal role in enhancing customer service for both internal teams and external partners. This position is integral to the Enterprise Product's Care team, which is dedicated to transforming service delivery and setting new industry standards for customer support. The Application Manager will oversee the Salesforce platform, ensuring its effective implementation and integration across various business functions. The ideal candidate will possess extensive experience in ServiceCloud and a strong background in the customer service industry. This role requires innovative thinking to design and build new solutions, challenge existing configurations, and leverage every challenge as an opportunity for improvement. The team is responsible for driving business enablement at scale, optimizing the use of vendor platforms, and ensuring that Meta's operations run efficiently. In this role, the Application Manager will be responsible for the end-to-end solution design and architecture of Salesforce applications. They will craft and own a 2-3 year application roadmap, delivering innovative technical products within aggressive timelines alongside a team of skilled engineers and administrators. The position demands strong influencing skills to foster a culture of change and innovation while effectively communicating technical requirements to both technical and non-technical stakeholders. The Application Manager will maintain a deep understanding of the organization's technologies, architectures, and industry best practices, working closely with business, product management, and engineering teams to document the business architecture that supports the product portfolio, including business capabilities and processes.