Specialist Digital Product Management

JOB SUMMARY

The Specialist, Digital Product Management acts as a Salesforce Administrator and configuration developer. This role is responsible for the day-to-day configuration, support, and maintenance of the organization's Salesforce platform, with expertise across Sales Cloud and Service Cloud. This role balances two core areas of work: time-sensitive production support for user-reported issues and structured product enhancement projects that improve platform functionality. The Salesforce Administrator partners with Client Services, Clinical Operations, Revenue Cycle Management, and other cross-functional stakeholders to translate business needs into scalable Salesforce solutions, while maintaining backlog management, clear stakeholder communication, and sound data governance across the platform. This role sits within the Salesforce Product team and works closely with the Technology team, providing hands-on declarative development work as part of larger multi-platform projects. 

KEY RESPONSIBILITIES

Production Support

• Serve as a primary point of contact for time-sensitive user support requests, troubleshooting and resolving production issues related to Salesforce functionality, configuration, and data.
• Apply ITIL-aligned processes for incident management, change management, and problem management to ensure production issues are resolved consistently and documented appropriately.
• Prioritize and manage competing demands across urgent support tickets and planned project work, communicating status and timelines clearly to affected stakeholders.
• Provide support primarily during Central Time business hours, with occasional after-hours availability required to address urgent production issues.

Platform Configuration and Enhancement

• Manage all aspects of user and license administration, including user setup and deactivation, roles, profiles, permissions, public groups, organization-wide defaults, and sharing rules.
• Configure and maintain Flow-based automation, including new Flow builds, ongoing maintenance, and troubleshooting of existing automated processes.
• Manage the installation, configuration, and ongoing maintenance of connected apps and API integrations, ensuring secure and reliable data exchange between Salesforce and third-party systems.
• Lead structured product enhancement projects from requirements gathering through deployment, using tools such as Gearset, Jira, and Confluence to manage releases, documentation, and change tracking.
• Maintain a well-groomed backlog of enhancement requests, working with stakeholders to prioritize based on business impact and platform capacity.

Reporting, Data, and Platform Expertise

• Design and maintain advanced reporting and dashboard development to give stakeholders accurate, timely visibility into operational and business performance.
• Perform bulk data management using Data Loader and similar tools, including data imports, exports, updates, and deduplication, while maintaining data integrity and security standards.
• Support platform functionality across Pardot or Marketing Cloud, OmniChannel, and CPQ as applicable, partnering with relevant teams to configure and troubleshoot these tools.
• Evaluate new Salesforce releases and features, recommending and implementing changes that benefit the organization.

Stakeholder Collaboration

• Build strong working relationships with business stakeholders across departments, serving as a trusted liaison between technical solutions and operational needs.
• Communicate clearly and professionally with both technical and non-technical audiences regarding project status, production issues, and platform changes.
• Comply with all company policies, procedures, and applicable regulatory requirements.
• Perform other duties as assigned to support team and organizational objectives.

QUALIFICATIONS

Required

• Bachelor's degree in Computer Science, Information Systems, Business, or a related field.
• Salesforce Administrator certification.
• Demonstrated hands-on experience administering Salesforce, with working knowledge of both Sales Cloud and Service Cloud.
• Experience with Flow configuration and maintenance, custom reports and dashboards, and bulk data management using Data Loader or similar tools.
• Experience with deployment and release management tools such as Gearset, along with collaboration tools such as Jira and Confluence.
• Strong stakeholder communication skills, with the ability to work across technical and non-technical audiences.
• Strong organizational and time management skills, with the ability to manage competing priorities between production support and project work.
• Equivalent combination of education and experience may be considered.

Preferred

• Experience supporting Salesforce in HIPAA-regulated environments.
• Experience with Pardot or Marketing Cloud, OmniChannel, and CPQ.
• Familiarity with ITIL processes for incident, change, and problem management.
• Experience with backlog management and Agile or similar delivery methodologies.

COMPETENCIES

• Salesforce platform configuration and automation
• Production support and incident troubleshooting
• Reporting and data management
• Stakeholder communication and relationship management
• Time management and prioritization across competing demands

PHYSICAL DEMANDS AND WORK ENVIRONMENT

• Location: Remote, hybrid, or onsite based on business needs and role requirements.
• Ability to work at a computer for extended periods and communicate effectively in virtual and in-person settings.
• Requires regular collaboration with internal stakeholders across departments and may involve participation in meetings, testing sessions, or training activities.
• May require occasional travel for team collaboration, training, implementation support, or business meetings.
• Work is performed primarily in a standard office or remote work environment with routine use of computer and communication technologies.

EEO STATEMENT

Baylor Genetics is proud to be an equal opportunity employer committed to fostering an inclusive and diverse workplace. We welcome and encourage applicants from all backgrounds to apply. We do not discriminate on the basis of race, color, religion, national origin, sex, sexual orientation, gender identity, age, veteran status, disability, genetic information, pregnancy, childbirth, or any other status protected by applicable federal, state, or local law. If you need an accommodation during the application process, please contact our Human Resources team.