Application Manager, Salesforce Service Cloud

Application Manager, Salesforce Service Cloud

Meta's Care team is at the heart of Meta's mission of providing customer service for our Reality Labs business as well as internal teams. By transforming the way our services work, we're helping to bring billions of people around the world closer together. We're setting a new industry benchmark for how people get faster help when needed. Enabling operations to run core business requires unconventional thinking and lightning-fast, real-time solutions. We are seeking an Application Manager to own and maintain the Salesforce platform, being part of the Care Enterprise Products team group. The role will contribute to the management of Service Cloud features and will guide the work of our Salesforce development team.

Responsibilities

• Capture business requirements and translate into end-to-end solution design and architecture, leveraging 3P enterprise tooling to drive strategic business objectives
• Collaborate with business stakeholders to integrate 3P solutions into the product strategy. Identify investments and develop roadmaps to support business objectives and architectural vision
• Understand the context of the supported product and product portfolio within the organization and its competitive landscape and 3P application domains
• Monitor and improve application health through system upgrades, patches, modernization, End of Life, establish clear production support processes to address bugs, enhancements, performance, and availability issues
• Identify gaps, define and implement policies, controls, and governance processes to ensure compliance with applicable regulatory requirements

Minimum Qualifications

• Bachelor's degree in Computer Science, Computer Engineering, relevant technical field, or equivalent practical experience
• 5+ years of experience implementing Salesforce Applications
• Demonstrated experience of crafting and owning the 2–3 year product roadmap and vision
• 3+ years of experience integrating systems with third-party service vendors
• Proficiency using flow builder, process builder, Omni-channel, entitlement and other out of the box solutions
• Demonstrated experience working in a fast-paced deadline-focused environment
• Demonstrated success in challenging the status quo and driving impact across stakeholders
• Understand the context of the supported product and product portfolio within the organization and its competitive landscape
• Successful candidate must remain in role in the same team in India for a minimum period of 24 months before being eligible for transfer to another role, team or location

Preferred Qualifications

• Experience in implementing latest AI technology such as Agentforce, Einstein AI, Gen AI and machine learning
• Experience in handling business and leadership communication with internal and external stakeholders and users
• 8+ years of experience implementing or building solutions with enterprise software
• Preferred Certifications: Advanced Administrator, Service Cloud Consultant, Application Architect and Agentforce Specialist
• Demonstrated experience with lightning component development and Apex code
• Experience in managing large initiatives and multi-tenant Salesforce orgs

Meta builds technologies that help people connect, find communities, and grow businesses. When Facebook launched in 2004, it changed the way people connect. Apps like Messenger, Instagram and WhatsApp further empowered billions around the world. Now, Meta is moving beyond 2D screens toward immersive experiences like augmented and virtual reality to help build the next evolution in social technology. People who choose to build their careers by building with us at Meta help shape a future that will take us beyond what digital connection makes possible today—beyond the constraints of screens, the limits of distance, and even the rules of physics.

Meta is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. You may view our Equal Employment Opportunity notice here.

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