Sr Mgr, Customer Care Operations Project Mgmt

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 — bringing deep Salesforce platform knowledge, familiarity with IT development tools and practices, and established relationships across IT and Salesforce Program Management teams to drive roadmap planning, requirements readiness, and investment decisions. This role serves as a trusted technical advisor to the Strategy team, IT partners, and leadership, playing a significant role in ensuring the success of complex, cross-functional technology initiatives — including the organization's ongoing technology transformation and migration of capabilities into DIRECTV360.

Here’s what you’ll do:

• 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.

What you’ll need to be successful:

Education:

• 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.

Knowledge & Experience:

• 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.

Skills & Competencies:

• Strong working relationships across IT, Salesforce Program Management, and cross-functional technology teams, with the ability to move quickly and contribute with minimal ramp-up time.
• Exceptional analytical and problem-solving skills; able to evaluate technical feasibility and translate complex platform capabilities into clear guidance for business stakeholders.
• Strong understanding of Salesforce platform roadmap, releases, and emerging capabilities (including AI-enabled and data strategy features) relevant to Customer Care operations.
• Excellent written and verbal communication skills; able to communicate effectively with business stakeholders, IT development teams, vendor partners, and senior leadership.
• Proven ability to manage competing priorities across roadmap, requirements, and business case workstreams simultaneously.
• Demonstrated financial and business acumen to support cost/effort estimation and investment prioritization discussions.

Level Criteria:

• Complexity: Handles complex and ambiguous technical and business problems with innovative and strategic solutions; integrates Salesforce platform expertise with business strategy and enterprise technology planning.
• Scope: Receives assignments in the form of objectives and leads roadmap and requirements strategy with broad scope, determining how best to apply technical expertise to meet organizational goals.
• Impact: Has significant impact on business outcomes, including the success of technology migration initiatives tied to the TSA separation; erroneous technical guidance or incomplete requirements may impact delivery timelines and cost.
• Supervision: Operates with a high degree of independence; follows company policies and established procedures while recommending changes and improvements to requirements and roadmap practices.

May require a background check due to job duties requiring routine access to DIRECTV and DIRECTV customer’s proprietary data. Qualified applicants with arrest and conviction will be considered for employment in accordance with local ordinances and state law.

This position requires, but is not limited to, 20% travel.

This is a remote position that can be located anywhere in the United States, with the exception of Alaska. #LI-Remote

A career with us comes with big rewards:

DIRECTV's compensation structure is designed to be market-competitive and fully supports efforts to attract and retain employees. It is the company's policy to offer pay that is competitive with other employers in the local market. Our salary ranges are determined by role, level, and location.

The Base Salary range displayed below reflects the minimum and maximum target salary for each of DIRECTV's 4 (four) US Labor Market Zones. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.

DIRECTV WAGE ZONES: $91,770 - $166,635

Low (N1): $91,770 - $137,655

Mid (N2): $96,600 - $144,900

High (N3): $106,260 - $159,390

Top (N4): $111,090 - $166,635

Click HERE to review information on some of the largest Designated Market Areas (DMAs). Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

Please note that the salary ranges reflect base salary only and do not include bonus or benefits - when you consider all of these together, it represents a pretty impressive total compensation package.

Apply today!

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