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Director of Salesforce Service Cloud - Remote (Job ID 2110564)

Nationwide

Category Contact Center
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Company Overview:
At ADT, we’ve been in the business of helping save lives for more than 145 years. As the number one smart home security provider serving residential and business customers, our people are our most important asset. Headquartered in Boca Raton, FL and at more than 200 locations across North America, our employees help empower our customers to live more secure and confident lives. Join our team and help us protect what matters most. For more information, visit www.adt.com or follow us on Twitter, LinkedIn, Facebook and Instagram.

Goal:

Implement Service Cloud for Care and Retention organizations replacing current homegrown system for Customer Service Agent Desktop, and drive improved Customer Experience and improve agent efficiency.

Position Responsibilities:

  • Salesforce Service Cloud system implementation: End to end ownership of project management, business requirements, architecture, use cases, API design, UX design, customer experience, system configuration, testing, and deployment; using an agile approach, working closely with ADT IT and System Integration partner.
  • Deep expertise in Salesforce architecture, data migration, object setup, process builder, workflow, data hygiene management.
  • Deep expertise in Design Thinking, creating wireframes, UX Design for a variety of use cases (case management, gamification, next best action, etc.)
  • Collaborate with CX Leadership team and Director, CX Technology on CX Journey, Process design, Deployment, Stakeholder management.
  • Partner with Director, CX Technology as the Program SME (subject matter expert) for detailed application design
  • Translate requirements into delivered technical solutions that optimize long term TCO and using Salesforce best practices
  • Manage scope, timelines, budget and communicate status, risks, and issues to stakeholders to ensure that the project's outcomes are achieved as defined, within budget and on time.
  • Collaborate closely with Data & Reporting teams
  • Collaborate closely with training and content teams

Indirectly manage deliverables by coordinating with a team of 20-30 including BA, developers, testers, IT, PMs, process SMEs, across the entire program lifecycle. 3 direct reports

Education, Experience, and Skills:

  • Undergraduate degree required.
  • 3+ years of Salesforce experience as a consultant, developer or architect
  • At least 1 full cycle Salesforce Service Cloud implementation experience for a mid to large sized company
  • Broad Salesforce experience (Sales cloud, Marketing Cloud) or similar CRM systems experience is a plus
  • Certifications from Salesforce.com in Development, Administration and Architecture desirable
  • Prior call center experience is a plus
  • Strong project planning, verbal, presentation, facilitation and written communication skills
  • Ability to mentor and develop staff.
ADT LLC is an Equal Employment Opportunity (EEO) employer. We are committed to having a diverse and inclusive workforce and do our best to foster a culture and environment where every employee feels valued. Our goal is to serve our customers and help save lives. We can achieve this goal when we have the best talent working in an environment where employees feel included and recognized. Visit us online at jobs.adt.com to learn more.
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