CRM Operations Manager

Axos Bank

Target Range:

$90,000.00 /Yr. - $105,000.00 /Yr.

Actual starting pay will vary based on factors including, but not limited to, geographic location, experience, skills, specialty, and education.

Eligible for an Annual Discretionary Cash Bonus Target: 10%

Eligible for an Annual Discretionary Restricted Stock Units Bonus Target: 10%

These discretionary target bonuses may be awarded semi-annually based upon your achievement of performance goals and targets.

About This Job

The CRM Operations Manager will oversee the Salesforce platform, including Sales and Service Cloud, and will lead a team of administrators and developers. Responsibilities include strategic planning, maintaining documentation, supporting operations, troubleshooting issues, and implementing enhancements. This role requires deep Salesforce expertise, strong problem-solving skills, and experience in a Scrum/Agile environment.
This position is 100% on-site at our HQ in San Diego, CA.

Responsibilities:

• Provide day-to-day ownership of highly complex and rapidly evolving Salesforce platform, including Sales Cloud and Service Cloud
• Lead and mentor a team of Salesforce admins and developers, ensuring appropriate resource allocation and output at all times
• Contribute to the Salesforce strategic vision and roadmap for the evolution of Salesforce within Axos
• Continually expand personal and enterprise knowledge of the Salesforce suite of systems; research innovations for review and/or adoption by the Bank including each Salesforce release
• Understand the Bank's diverse business units and strategic initiatives; ensure capacity is anticipated and enterprise perspective is considered
• Develop and maintain complete and current governance and project and system architecture documentation
• Ensure the project management and development protocols and processes are adhered to by the CoE team
• Help and guide the team in troubleshooting system issues or outages; determine root causes and resolve issues
• Oversee daily operations leveraging internal admin, development and PMO resources to deliver scalable solutions that delight the businesses using them
• Deep understanding or experience on industry best practices in terms of Customer Experience and Contact Center technologies
• Maintain re-usable development standards that help implement each solution and/or enhancements to existing systems to meet current and future needs.
• Perform enhancements and bug fixes as required
• Perform any additional duties as assigned

Required Key Knowledge Skills/ Experience:

• Comfortable working in a Scrum/Agile Environment
• Deep knowledge of the following platforms: Salesforce Sales Cloud, Salesforce Service Cloud, Salesforce Mobile App, Experience Cloud, Interactive Voice Response (IVR) and/or Intelligent Virtual Agent (IVA) technologies (i.e., Five9)
• Expertise in developing custom reports & dashboards in Salesforce to monitor and pro-actively manage platform health
• Declarative automation design via process builders, flows, etc.
• Deep understanding of native Salesforce features and functionality, role hierarchies, data models, and when to use out of the box features vs. custom development
• Superior problem-solving skills, self-motivation, and the capacity to work under pressure and tight deadlines
• Strong customer focus, excellent problem solving and analytical skills
• Excellent verbal and written communication skills, including ability to simplify complex concepts for technical and non-technical audience
• Ability to work independently under minimal supervision and strong track record of setting and meeting delivery commitments

Requirements:

• Bachelor's degree in Computer Science, Information Systems, Computer Engineering or related field
• 5+ years' experience Salesforce.com in enterprise-level environment (200+ users)
• Understanding of the Marketing Cloud, Five9, and DemandTools Salesforce integrations preferred
• Data quality and integrity governance best practices
• Strong understanding of Salesforce.com best practices and functionality to ensure scalability beyond 1,000 users
• General understanding of API data flow, APEX, and Lightning pages
• Strong understanding of data management and best practices
• Demonstrated project management skills with a sense of commitment and urgency
• nCino/CPQ knowledge preferred (not required)

Axos Employee Benefits May Include:

About Axos

Born digital-first, Axos delivers financial tools and services that allow individuals, small businesses, and companies to access and manage their money how, when, and where they want. We’re a diverse team of dynamic, insightful, and independent innovators who are excited to provide technology-driven solutions that offer unbeatable value to our customers.

Axos Financial is our holding company and is publicly traded on the New York Stock Exchange under the symbol "AX" (NYSE: AX).

Learn more about working at Axos

Pre-Employment Background Check and Drug Test:

All offers are contingent upon the candidate successfully passing a credit check, criminal background check, and pre-employment drug screening, which includes screening for marijuana. Axos Bank is a federally regulated banking institution. At the federal level, marijuana is an illegal schedule 1 drug; therefore, we will not employ any person who tests positive for marijuana, regardless of state legalization.

Equal Employment Opportunity:

Axos is an Equal Opportunity employer. We are committed to providing equal employment opportunities to all employees and applicants without regard to race, religious creed, color, sex (including pregnancy, breast feeding and related medical conditions), gender, gender identity, gender expression, sexual orientation, national origin, ancestry, citizenship status, military and veteran status, marital status, age, protected medical condition, genetic information, physical disability, mental disability, or any other protected status in accordance with all applicable federal, state, and local laws.

Job Functions and Work Environment:

While performing the duties of this position, the employee is required to sit for extended periods of time. Manual dexterity and coordination are required while operating standard office equipment such as computer keyboard and mouse, calculator, telephone, copiers, etc.

The work environment characteristics described here are representative of those an employee may encounter while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.