[Hiring] IT Application Development Manager @Paradigm

Role Description

We are seeking a full-time, remote IT Application Development Manager. This position will plan, coordinate, and manage all activities related to strategy, configuration, enhancement, support, and governance of Salesforce-based application solutions supporting customer issue management, case management, workflow automation, and operational reporting.

This role will lead a team responsible for supporting and optimizing a purchased Salesforce application that serves as the enterprise platform for customer issue intake, tracking, escalation, investigation, resolution, and reporting. The manager will champion a configuration-first philosophy, leveraging standard Salesforce capabilities and packaged application functionality whenever possible while minimizing custom development.

The successful candidate will partner closely with business stakeholders, product owners, vendors, and IT teams to continuously improve customer resolution processes, enhance user adoption, ensure platform stability, and maximize business value from Salesforce investments. This role manages a team of employees and contractors while overseeing application delivery, vendor relationships, integrations, operational support, release management, and continuous process improvement initiatives.

Demonstrates a customer-first mindset through a commitment to delivering the best possible outcomes for our customers, which include injured workers, payors, clients, providers, stakeholders, and internal teams.

Responsibilities

• Salesforce Application Management
  • Manage the administration, support, enhancement, and optimization of Salesforce-based applications.
  • Establish and enforce a configuration-first philosophy utilizing Salesforce declarative capabilities.
  • Evaluate requests for custom development and ensure a documented business case exists before customization is approved.
  • Collaborate with business stakeholders to translate requirements into scalable and supportable Salesforce solutions.
  • Maintain application architecture, configuration standards, data governance standards, and documentation.
  • Ensure platform security, compliance, and access management requirements are maintained.
  • Stay current on Salesforce platform enhancements and emerging capabilities.
  • Lead platform upgrades and manage the adoption of new Salesforce features and capabilities.
  • Manage Salesforce sandbox environments, release processes, and deployment activities.
  • Ensure business continuity through proper backup, recovery, testing, and deployment practices.
  • Supervise the work of other application development team professionals and effectively delegate responsibilities.
  • Develop mentoring relationships with multiple staff personnel and manage related HR activities.
  • Work closely with other IT leadership to ensure that Application Strategies align with business objectives.
  • Ensure frequent, timely, and accurate communication between team members and business users.
  • Identify enhancements to improve the supportability, operability, or performance of applications.
  • Collect, analyze, and report SLA and KPI data to drive application stability and usability.
  • Manage established budgets and forecasts.
  • Work with business partners to ensure appropriate prioritization for scheduled maintenance.
  • Manage the release calendar for all activity.
  • Participate in on-call responsibilities 24x7x365 as needed.
  • Further DevOps and Agile methodologies within your application portfolio.
  • Identify, sponsor, and implement continuous improvement initiatives.
  • Demonstrated ability and experience working in a matrix environment.
  • Demonstrated successful implementation of SDLC.
  • Advanced knowledge of solution development, systems analysis/design, programming techniques, testing, and release management.
• Customer Resolution Platform Leadership
  • Serve as the technology owner for the enterprise Customer Issue Resolution and Tracking platform.
  • Partner with business stakeholders to define, improve, and optimize customer issue workflows.
  • Ensure the platform supports end-to-end visibility into customer issues.
  • Drive continuous improvement initiatives through analysis of business processes and operational metrics.
  • Collaborate with business leaders to balance operational needs and technical capabilities.
  • Partner with Product Owners and PMO teams to align platform investments with strategic business objectives.
  • Ensure adoption of best practices for customer service management and operational reporting.
• Reporting, Analytics, and Business Insights
  • Define, monitor, and report key operational metrics related to customer issue management.
  • Develop dashboards and reporting solutions that provide visibility into case volumes and resolution effectiveness.
  • Partner with business leaders to identify trends and opportunities for operational improvement.
  • Support executive reporting and KPI tracking through Salesforce Reports and analytics tools.
  • Provide data-driven recommendations that improve customer experience and operational performance.
• Application Development
  • Manage the maintenance and support of existing systems and the implementation of new systems.
  • Define, develop and implement best practices in design, development, build/deployments, and unit testing.
  • Work with cross functional teams to develop and track software development project deliverables.
  • Lead the assessment and implementation of third-party controls.
• Technology Expertise
  • Required Experience
    • Salesforce Service Cloud
    • Salesforce Flow Automation
    • Salesforce Reporting and Dashboards
    • Case Management Solutions
    • Knowledge Management
    • Omni-Channel Routing
    • Experience Cloud
  • Desirable
    • Salesforce AI, Agentforce, Einstein AI, and workflow automation capabilities
    • Healthcare provider data management
    • Customer service operations and call center technologies
    • Low-code/no-code platform development
    • Integration Architecture and APIs
    • Azure Service Bus and Azure Integration Services
    • Azure DevOps
    • Agile and Scrum Delivery Methodologies
    • DevOps and Release Management
    • Enterprise SaaS Platforms
    • Application Security and Data Governance

Qualifications

• Bachelor's degree in Computer Science, Information Systems, or related field required.
• Minimum 8 years of experience supporting, implementing, or managing enterprise business applications.
• Minimum 3 years of experience leading application development, Salesforce, or enterprise platform support teams.
• Demonstrated experience supporting Salesforce applications with a strong emphasis on configuration, process optimization, and platform governance.
• Experience implementing or supporting Salesforce Service Cloud or similar customer service platforms strongly preferred.
• Healthcare industry experience, particularly involving provider data, provider operations, or healthcare workflows, strongly preferred.
• Experience managing packaged software solutions and vendor relationships.
• Experience leading Agile teams and collaborating across matrixed organizations.
• Strong communication, stakeholder management, organizational, and leadership skills.
• Experience with Azure-based integration patterns and enterprise application integrations preferred.

Certifications Preferred

• Salesforce Administrator
• Salesforce Advanced Administrator
• Salesforce Platform App Builder
• Salesforce Business Analyst
• Salesforce Service Cloud Consultant
• Agile or Scrum Certification

Benefits

• Health and wellness: PPO, HDHP, and HMO health insurance options with Cigna and Kaiser (CA employees only).
• Financial incentives: Competitive salaries, 401(k) matching contributions, employer-paid life and disability insurance, flexible spending and commuter accounts, and employer-matched HSA contributions.
• Vacation: Paid time off and personal holiday programs for work-life balance.
• Volunteer time: One paid day per calendar year for community engagement.
• Learning and development: Support for continual learning through the Learning Excellence at Paradigm (LEAP) program.