Senior Manager, Customer Care Operations – Project Management

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $91.8k - $166.6k / year

⏰ Full Time

🟠 Senior

👷‍♀️ Project Manager

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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DIRECTV

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1994

📡 Telecommunications

📱 Media

Telecommunications • Media

DIRECTV is a leading provider of satellite TV and internet-based television services in the United States. They offer a variety of television packages that include a wide range of channels, premium networks, sports, and movies. Customers can choose between satellite TV or streaming via existing internet services without the need for a satellite dish. DIRECTV is known for its extensive sports programming, including exclusive access to NFL Network and NFL RedZone, as well as regional sports networks. Additionally, DIRECTV provides services for both residential and business customers and offers a variety of deals and promotions, including discounts and reward cards for new customers.

📋 Description

• Maintain and continuously evolve the 2–3-year Salesforce/DIRECTV360 technology roadmap • Monitor Salesforce platform releases, features, and capabilities relevant to call center operations • Identify opportunities, risks, technical feasibility considerations, and sequencing dependencies • Support prioritization decisions related to TSA separation and system migration strategy • Maintain visibility into platform changes, dependencies, and cross-team initiatives through relationships with IT and Salesforce Program Managers • Shape, validate, and communicate roadmap decisions with Strategy leadership and stakeholders • Translate business needs into clear requirements for IT development teams • Participate in discovery and requirements grooming sessions • Provide Salesforce/DIRECTV360 technical expertise to ensure requirements are complete before handoff to delivery teams • Review and spot-check requirements and stories in IT development and tracking tools such as Jira • Serve as liaison between business stakeholders and IT development teams • Independently validate technical feasibility assessments from IT development partners • Advise the Strategy team on requirements structuring and documentation best practices • Provide technical input on cost, effort, and complexity for finance-facing ROI business cases • Assess technical risk for Salesforce-based solutions • Partner with Finance and Strategy leadership on investment prioritization, especially TSA-related migration initiatives • Lead roadmap and requirements strategy with broad scope and significant independence

🎯 Requirements

• Bachelor's degree in Business Administration, Information Technology, Computer Science, or a related field preferred; equivalent experience will be considered • Salesforce Administrator certification preferred • Additional Salesforce certifications a plus, such as Salesforce AI Specialist and Salesforce Data Cloud/Data360 • SAFe certification a plus • PMP certification or equivalent a plus • Subject matter expertise in the Salesforce platform preferred • Hands-on experience in Salesforce architecture, capabilities, and implementation within a Customer Care/Call Center or similar operational environment • Ability to bridge business strategy, customer operations, Salesforce platform expertise, enterprise data strategy, AI-enabled solutions, and technology delivery • Experience with IT development and tracking tools such as Jira • Familiarity with technical requirements, user stories, and capabilities structure and documentation • Ability to translate business requirements into technically sound specifications for development teams • Relevant professional experience in a Salesforce technical, IT product/application support, or related technology role • Strong working relationships across IT, Salesforce Program Management, and cross-functional technology teams • Exceptional analytical and problem-solving skills • Strong understanding of Salesforce platform roadmap, releases, and emerging capabilities, including AI-enabled and data strategy features • Excellent written and verbal communication skills • Ability to manage competing priorities across roadmap, requirements, and business case workstreams • Financial and business acumen to support cost/effort estimation and investment prioritization • May require a background check • Qualified applicants with arrest and conviction will be considered in accordance with local ordinances and state law • Must be located in the United States, excluding Alaska

🏖️ Benefits

• Base salary compensation structure designed to be market-competitive • Bonus eligibility implied as part of total compensation, though not included in the displayed base salary range • Benefits included in the total compensation package • 20% travel