Meta - Fremont, CA
posted 5 months ago
Meta's Application Management Team is dedicated to driving business enablement at scale by optimizing and evolving the usage and investment of vendored platforms across the enterprise. The Care team at Meta is central to the mission of delivering outstanding customer service for both the hardware business and internal teams. By transforming the way internal and external services operate, we aim to bring billions of people closer together. This role is crucial in not only enhancing operational efficiency at Meta but also in setting a new industry benchmark for providing faster assistance when needed. The Application Manager will be responsible for managing and maintaining the Salesforce platform and its various components and applications for the Care team group. This position will play a key role in the management of ServiceCloud features and will guide the Salesforce development team. The ideal candidate will have prior experience in the Customer Service industry and will be expected to contribute significantly to the management of the Salesforce platform. The Application Manager will be responsible for the end-to-end solution design and architecture, crafting and owning a 2-3 year application roadmap and vision. This role requires delivering innovative technical products on an aggressive timeline with a team of world-class engineers and administrators. The candidate will need to possess influencing skills to foster a culture of change, excellence, and innovation while constructively challenging the status quo. Understanding the context of the supported product or product portfolio within the organization and its competitive landscape is essential. The Application Manager will work closely with Business, Product Management, and Engineering to document the business architecture that the product supports, including business capabilities, value streams, and business processes. Collaboration with product managers, application managers, and other stakeholders will be necessary to create product strategies, identify investments, and develop roadmaps that align with business goals and the minimum viable architecture (MVA). Effective communication of technical requirements to engineers and non-technical requirements to the business is a critical aspect of this role. The candidate will also need to maintain in-depth knowledge of the organization's technologies and architectures, as well as IT industry best practices and emerging technologies.