Senior Manager, Customer Care Operations Project Management

Role Description

The Sr. Manager, Customer Care Operations Project Management is an expert-level strategist and technical advisor responsible for shaping the multi-year technology roadmap and ensuring business requirements are technically sound before handoff to delivery teams, with a specific focus on the Salesforce/DIRECTV360 platform supporting Customer Care and Call Center operations. This role bridges business strategy and IT technical expertise.

• Maintain and continuously evolve the 2 – 3-year Salesforce/DIRECTV360 technology roadmap, ensuring it reflects current business priorities and platform capabilities.
• Monitor Salesforce platform releases, features, and capabilities relevant to call center operations, proactively identifying opportunities and risks.
• Provide technical feasibility input and identify sequencing dependencies to support sound roadmap prioritization decisions.
• Support prioritization decisions tied to the ongoing Transition Services Agreement (TSA) separation and system migration strategy.
• Leverage established relationships with IT and Salesforce Program Managers to maintain visibility into upcoming platform changes, dependencies, and cross-team initiatives.
• Partner directly with Strategy team leadership to shape, validate, and communicate roadmap decisions to stakeholders.
• Translate business needs into requirements formatted clearly and effectively for IT development teams, reducing ambiguity and rework.
• Partner in discovery and requirements grooming sessions, providing Salesforce/DIRECTV360 technical expertise to ensure requirements are technically sound and complete before handoff to delivery teams.
• Maintain access to IT's development and tracking tools (e.g., Jira) to independently review and spot-check how requirements and stories have been entered, ensuring accuracy and completeness.
• Serve as a liaison between business stakeholders and IT development teams, closing communication gaps and reducing miscommunication or missed requirements.
• Independently validate technical feasibility assessments provided by IT development partners.
• Advise the Strategy team on best practices for structuring and documenting requirements, drawing on prior IT development experience.
• Provide technical input on cost, effort, and complexity considerations to support finance-facing ROI business cases.
• Assess technical risk for proposed Salesforce-based solutions as needed.
• Partner with Finance and Strategy team leadership on investment prioritization discussions, particularly for TSA-related migration initiatives.

Qualifications

• 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 (Scaled Agile Framework) certification a plus.
• PMP (Project Management Professional) certification or equivalent a plus.

Requirements

• Subject matter expertise in the Salesforce platform preferred, with hands-on experience in Salesforce architecture, capabilities, and implementation within a Customer Care/Call Center or similar operational environment.
• Demonstrated ability to bridge business strategy, customer operations, Salesforce platform expertise, enterprise data strategy, AI-enabled solutions, and technology delivery to support roadmap planning and investment decisions.
• Experience with IT development and tracking tools (e.g., Jira) and familiarity with how technical requirements, user stories, and capabilities are structured and documented preferred.
• Proven ability to translate business requirements into technically sound specifications for development teams, with a track record of reducing rework and miscommunication between business and IT.
• Relevant professional experience in a Salesforce technical, IT product/application support, or related technology role; specific years of experience to be determined based on demonstrated expertise and platform depth.

Benefits

• DIRECTV's compensation structure is designed to be market-competitive and fully supports efforts to attract and retain employees.
• Salary ranges are determined by role, level, and location.
• Base Salary range: $91,770 - $166,635.
• Individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.
• Salary ranges reflect base salary only and do not include bonus or benefits.