Senior Manager, Business Systems - Platform Support, Operations & Quality

Ready to Be a Titan?

We are seeking an experienced, dynamic, and hands-on Senior Manager, Business Systems - Platform Support, Operations & Quality to join our Business Technology team. This role is critical in ensuring the stability, scalability, and availability of our core business platforms (Salesforce and Workday). The ideal candidate will have a strong background in production support, QA automation, and platform operations, with a proven track record of defining and operationalizing processes in a global organization.

What You'll Do:

Strategic Leadership & Team Management

• Lead and mentor a team responsible for platform support, QA automation, and operations to ensure stable, scalable, and secure business systems.

• Establish a global support team in partnership with production support partners, ensuring seamless 24/7 operations.

• Scale QA automation as a shared service across business systems, driving consistent quality and efficiency.

• Foster a collaborative and innovative team culture, focused on continuous improvement and customer-centric solutions.

Production Support & Operational Excellence

• Define, adopt, and operationalize robust production support processes to deliver high availability and performance of business systems.

• Manage incident response, root cause analysis, and issue resolution, ensuring minimal impact on business operations.

• Partner with cross-functional teams to align support strategies with business objectives.

• Develop and monitor SLAs and KPIs to measure support performance and ensure accountability.

Platform Operations & Scalability

• Oversee the scalability, security, and availability of Salesforce, Workday and other core business application platforms, ensuring alignment with organizational growth.

• Implement best practices for system monitoring, maintenance, and optimization to prevent downtime and enhance user experience.

• Collaborate with stakeholders to plan and execute platform upgrades, migrations, and integrations.

Quality Assurance Automation

• Scale and standardize QA automation frameworks and tools to support all business systems, driving efficiency in testing processes.

• Develop and implement strategies to ensure comprehensive test coverage and reduce manual testing efforts.

• Establish metrics to measure and improve the quality of deliverables.

Documentation, Training & Continuous Improvement

• Develop and maintain comprehensive technical documentation, including support processes, QA frameworks, and operational guidelines.

• Provide training and enablement to internal teams, ensuring effective utilization of business systems.

• Stay updated with emerging technologies and best practices, incorporating them to drive innovation and operational excellence.

What You'll Bring:

Education & Experience

• Bachelor’s degree in Computer Science, Information Systems, or a related field.

• 10+ years of experience in managing business systems with a focus on Salesforce and Workday platforms.

• Proven expertise in production support, platform operations, and QA automation within global organizations.

Technical Skills

• Strong experience in Salesforce and Workday platform operations, including technical solutions, data security, integration, and scalability.

• Familiarity with other key business applications (ex. Talkdesk, Salesloft, Gong, Assembled etc.)  is a plus.

• Prior experience with QA automation tools, such as AccelQ, Kainos or similar frameworks.

• Strong knowledge of ITIL practices, incident management, and operational governance.

Certifications (Preferred)

• ITIL Foundation or Practitioner Certification

• Salesforce Administrator Certifications will be a plus

Leadership & Soft Skills

• Demonstrated ability to lead and scale teams in a fast-paced, global environment.

• Excellent communication and stakeholder management skills, with the ability to bridge technical and business perspectives.

• Strategic thinker with a problem-solving mindset and a passion for driving operational excellence.

Be Human With Us:

Being human isn’t about checking every box on a list. It’s about the experiences we have, people we meet, and the perspectives we share. So, if you have the skills but are hesitant to apply because of your background, apply anyway. We need amazing people like you to help us challenge the conventional and think differently about the problems that we’re solving. We’re in this together. Come be human, with us. 

What We Offer:

When you join our team, you’re not just accepting a job. You’re making a career move. Here’s how we’ll support you in doing some of the most impactful work of your career:

• Flextime, recognition, and support for autonomous work: Flexible time off with ample learning and development opportunities to continue growing your career. We offer a comprehensive onboarding program, leadership training for Titans at all levels, and other programs and events. Great work is rewarded through Bonusly, peer-nominated awards, and more. 

• Holistic health and wellness benefits: Company-paid medical, dental, and vision (with 100% employer paid options and 90% coverage for dependents), FSA and HSA, 401k match, and telehealth options including memberships to Headspace, Galileo, One Medical, Ginger and more. 

• Support for Titans at all stages of life: Parental leave and support, up to $20k in adoption reimbursement, on demand maternity support through Maven Maternity, free breast milk shipping through Maven Milk, pet insurance, legal advisory services, financial planning tools, and more.

At ServiceTitan, we celebrate individuality and uniqueness. We believe that the convergence of fresh perspectives and experiences from all walks of life is what makes our product and culture so great. We strongly encourage people from underrepresented groups to apply. We do not discriminate against employees based on race, color, religion, sex, national origin, gender identity or expression, age, disability, pregnancy (including childbirth, breastfeeding, or related medical condition), genetic information, protected military or veteran status, sexual orientation, or any other characteristic protected by applicable federal, state or local laws.

ServiceTitan is committed to fair and equitable compensation for all of our employees. We thoughtfully consider a wide range of factors when determining individual compensation. The expected salary range for this role for candidates residing in the United States is between $166,500 USD - $222,700 USD. Compensation for candidates residing outside the United States will vary by location and the specific salary range will be discussed during the hiring process. Actual compensation for an individual may vary depending on skills, performance over time, qualifications, experience, and location. In addition to the base salary, the total compensation package also includes an annual bonus, equity and a holistic suite of benefits.