Manager, Salesforce Operations and Quality Assurance

About Culligan Quench
Culligan Quench’s purpose is to impact people’s lives and improve the earth by helping to eliminate the 500 million plastic bottles consumed each year.  We play a front-line role in the battle against single-use plastic water bottles by delivering on-demand filtered water solutions to more than 120,000 healthy and environmentally conscious customers across North America. Our bottle-free water coolers, ice machines, sparkling water dispensers and coffee brewers purify the existing water supply, providing an endless supply of clean water and water-based beverages for a fixed monthly fee, typically under a long term bundled service and rental subscription agreement.  Culligan Quench has grown from a small regional company to an international leader that had a successful NYSE public offering in 2016 and is now a strategic company owned by private equity backed Culligan.  Headquartered in King of Prussia, PA, Quench has more than 1,600 team members operating out of more than 90 locations across North America and Puerto Rico. For more information visit https://quench.culligan.com/

About Culligan
Founded by Emmett Culligan in 1936, Culligan is a world leader in delivering superior water solutions that will make a real difference in improving the health and wellness of consumers. The company offers some of the most technologically advanced, state-of-the-art water filtration and treatment products. These products include water softeners, drinking water systems, whole-house systems and solution for businesses. Culligan's network of franchise dealers is the largest in the world, with over 900 dealers in 90 countries. Many of Culligan dealers have valuable equity in their local communities as multigenerational family owners of their franchises. For more information visit www.culligan.com. 

Values: 5Cs
Culligan as One
Customers come first
Commitment to Innovation
Courage to do what's right
Consistently deliver exceptional results

Position Summary:

The Manager of Salesforce Operations & Quality Assurance is responsible for managing the business as usual (BAU) operations of Quench’s Salesforce issues, projects, and data updates as well as Quality Assurance for sprint release projects.  The work this person manages positively impacts Quench’s innovation, production, and revenue goals.  The Manager of SF Ops and QA is a core member of the IT Leadership Team and will lead the overall coordination of resources consisting of Salesforce Administrators, Analysts, and QA Analysts within the IT department.  This person will be a key influencer in the achievement of strategic alignment and direction through on-time and quality delivery.  Quench’s primary systems are Salesforce.com and include Zuora, ServiceMax, FinancialForce, Supply Chain Management, CPQ, as well as several other systems.  The successful candidate must be experienced with the Salesforce systems and administration and be aware of the solutions for our company’s unique needs.  This is a hands-on leadership role where you will work directly with the entire IT team and lead multiple projects as well as handle day to day operations simultaneously. They will be self-motivated, detail-oriented problem solver with excellent documentation and communication skills. They will take responsibility for the key performance indicators (KPI’s) for this group. 


Responsibilities:

The Manager of Salesforce Operations & Quality Assurance works with the IT leadership team to guide delivery of high-level service and bug fixes as well as assist with projects and major enhancements to optimize Quench's technology investments. The person in this role is also expected to be a dynamic and innovative leader and influencer, acting as an avid promoter of process improvement to enhance productivity and performance of the organization. They will also assist the VP of IT & BI on licensing and other administrative items. 

Scope of work:  

- Meet with and communicate regularly with key business stakeholders and internal IT team regarding prioritized sprint release cases 
- Overall ownership and responsibility for Salesforce basic administration including permissions, backup, restore, sandbox, and development and training orgs. 
- Translate business requirements into proposed business process improvements and system enhancements 
- Meet with IT release board members to review and prioritize release queue backlog and keep updated on in flight sprint work items 
- Acting liaison between business leaders, development team, and managed service providers 
- Facilitate QA scripting and perform or assign QA testing and regression testing for all sprint release cases 
- Support user acceptance testing with emphasis on user experience 
- Gather continuous feedback from end users to create the best customer experience 
- Support triage and definition of business support requests and delegate to appropriate resource to execute 
- Leverage analytics and reporting tools (e.g. CRM Analytics) to make data driven decisions 
- Maintain repository of business and system process workflow documentation 
- Coordinate activities across multiple cases and projects 
- Lead and contribute to projects as needed 
- Monitor team performance, track KPIs, and report on progress to stakeholders 
- Manage resource allocation across cases and projects within the program 
- Facilitate communication between teams, stakeholders, and executive leadership 
- Develop and implement change management strategies to support program initiatives 

Qualifications:

- Bachelor's degree in Computer Science, Information Systems, or other related concentration 
- 5+ years of related work experience as a Manager 
- 4+ years working within the Salesforce ecosystem. 
- Strong knowledge of program help desk and customer service best practices. 
- Able to collaborate and communicate effectively with business stakeholders / other IT team members. 
- Proven experience in managing customer facing teams 

Quench offers salary, commission, benefits, and incentive awards. We are proud to be an Equal Opportunity Employer. Quench provides equal opportunity in all of our employment practices to all qualified employees and applicants without regard to sex, sexual orientation, race, color, religion, gender, national origin, ethnicity, age, disability, marital or family status, pregnancy, military status, veteran status, genetic information or any other category protected by federal, state and local laws. This policy applies to all aspects of the employment relationship, including recruitment, hiring, compensation, promotion, transfer, disciplinary action, layoff, return from layoff, benefits, training, social and recreational programs. All such employment decisions will be made without unlawfully discriminating on any prohibited basis.
Beware of fake job offers falsely claiming affiliation with our company.
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• Our recruiters will never ask prospective employees for payment to apply for a position or as a condition of employment.
• Official emails are from our domain. Our approved emails will come from @quenchwater.com.Verify offers through our official HR channels to safeguard your privacy and security. If you have any questions or suspicions regarding the authenticity of any job posting or communication allegedly by or on behalf of Quench, please contact us immediately at jobs@quenchwater.com.

Equal Opportunity Employer
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