Salesforce Support/Operations Lead

Job Type: Permanent
Work Model: Remote
At Deloitte, our Purpose is to make an impact that matters. We exist to inspire and help our people, organizations, communities, and countries to thrive by building a better future. It builds consumer and business confidence, empowers organizations to find imaginative ways of deploying capital, enables fair, trusted, and functioning social and economic institutions, and allows our friends, families, and communities to enjoy the quality of life that comes with a sustainable future. Enjoy flexible, proactive, and practical benefits that foster a culture of well-being and connectedness.
Deloitte is seeking a highly skilled and experienced operations and Salesforce Support manager. The ideal candidate will serve as the first point of contact for customer issues, performing initial triage and assessments. A strong understanding of Salesforce is essential, as the role involves opening applications to diagnose whether issues are related to code or configuration and efficiently redirecting them to the appropriate team members for resolution. This position supports a globally deployed internal risk management system and may require you to direct the work tasks of teams located in India or other geographies to resolve complex issues effectively.

Customer Interaction: Serve as the initial contact for customers experiencing issues, providing professional and timely responses to inquiries and concerns.
Issue Triage: Perform first-level triage to assess the nature of issues within the globally deployed internal risk management system. Determine whether problems are related to application code or configuration settings.
Salesforce Expertise: Utilize in-depth knowledge of Salesforce to effectively navigate and examine this internal risk management application for troubleshooting purposes.
Analyze issues to identify root causes, leveraging technical skills and Salesforce knowledge to provide preliminary solutions or escalate appropriately.
Team Coordination: Collaborate with technical teams, ensuring issues are directed to the correct team members for further investigation and resolution. Maintain clear and accurate records of issues and resolutions, contributing to knowledge base articles and process improvements.
Continuous Improvement: Participate in regular reviews of processes and systems to enhance efficiency and customer satisfaction.
Deloitte Technology works at the forefront of technology development and processes to support and protect Deloitte around the world. In this truly global environment, we operate not in what is but rather what can be to help Deloitte deliver and connect with its clients, its communities, and one another in ways not previously conceived.

Platform Knowledge : In-depth knowledge of Salesforce features, including Sales Cloud, Service Cloud, CRM Analytics, and custom objects.
Development : Good understanding of Apex, Visualforce, SOQL, and Salesforce Lightning components.
Team Management : Prior management expereince in coordinating with technical teams to route incidents to the right owners for investigation and resolution.
Data Modeling : Knowledge of data modeling principles, data sharing, and visibility considerations.
Strong understanding of data integrations using MuleSoft, REST API’s, ETL, Platform Events, etc.
Salesforce Operational : Good understanding of Salesforce Production Operational metrics and Salesforce limits e.g. Governor limits, ROW lock errors, API limits, Apex code usage, test class coverage, etc.

Bachelor’s degree in computer science, Information Technology, Business Administration, or a related field.
Experience: Minimum of 8+ years of experience in technical support or analyst role, with a focus on Salesforce applications.
Technical Skills: Proficient in Salesforce platform functionalities, including configuration and code troubleshooting.
Lead and manage globally distributed teams with prior experience providing day-to-day direction, performance oversight, and cross–time-zone coordination to global teams.
Excellent verbal and written communication skills, with the ability to interact effectively with customers and team members.
Organizational Skills: Ability to manage multiple priorities and tasks simultaneously in a fast-paced environment. Experience in managing cross-cultural teams is a plus.

Experience with Salesforce Clouds (Experience, Marketing), Data Cloud and AppExchange solutions.
Experience with DevOps tools (ADO, Copado) and CI/CD pipelines for Salesforce.
The salary range for this position is $85,000 - $156,000, and individuals may be eligible to participate in our bonus program. Our Total Rewards Package extends well beyond traditional compensation and benefit programs and is designed to recognize employee contributions, encourage personal wellness, and support firm growth. Along with a competitive base salary and variable pay opportunities, we offer a wide array of initiatives that differentiate us as a people-first organization. On top of our regular paid vacation days, some examples include: $4,000 per year for mental health support benefits, a $1,300 flexible benefit spending account, firm-wide closures known as "Deloitte Days", dedicated days of for learning (known as Development and Innovation Days), flexible work arrangements and a hybrid work structure.
We provide flexible working options to support you and how you can contribute.
We offer opportunities and experiences that support your continuing growth as a leader.
We bring together people with unique experiences and talents, and we are the place to develop a lasting network of friends, peers, and mentors.
At Deloitte, we are all about doing business inclusively – that starts with having diverse colleagues of all abilities. Deloitte encourages applications from all qualified candidates who represent the full diversity of communities across Canada. This includes, but is not limited to, people with disabilities, candidates from Indigenous communities, and candidates from the Black community in support of living our values, creating a culture of Diversity Equity and Inclusion and our commitment to our AccessAbility Action Plan , Reconciliation Action Plan and the BlackNorth Initiative .

We encourage you to connect with us at Voir email sur canada.jobradars.com if you require an accommodation for the recruitment process (including alternate formats of materials, accessible meeting rooms or other accommodations) or Voir email sur canada.jobradars.com for any questions relating to careers for Indigenous peoples at Deloitte (First Nations, Inuit, Métis).

By applying to this job you will be assessed against the Deloitte Global Talent Standards. We’ve designed these standards to provide our clients with a consistent and exceptional Deloitte experience globally.

We recognize that Indigenous Peoples have been the caretakers of this land since time immemorial, nurturing its resources and preserving its natural beauty. We humbly acknowledge that we are all Treaty people, and we commit to fostering a relationship of respect, collaboration, and stewardship with Indigenous communities in our shared goal of reconciliation and environmental sustainability.