Job Description

The Cash App Salesforce Systems Manager will lead the everyday work of a team of systems analysts to ensure alignment with project and operational commitments. As the successful candidate, you will serve as a subject matter expert in our operational tools ecosystem - understanding how they work, the user experience of those tools, the metrics they generate, how they are configured and administered, and the data flows between them. You anticipate problems before they become problems, using exceptional critical thinking skills, problem solving, and sound decision making to rapidly diagnose and resolve impediments to the optimal performance of our systems. You will get to use your strong collaboration skills by connecting the dots between business needs and technology solutions, as well as process optimization. You are passionate about seeing others succeed and support professional development through mentorship, training, and coaching. The role reports to a Senior System’s Lead and partners closely with Customer Operations, Shared Services, and Engineering teams. 

You will: 

● Track team OKRs and goals with a focus on systems optimization. 

● Assess, action, and report on system performance and against established metrics 

● Conduct regular 1:1s with team members to provide feedback on performance, mentorship and career guidance. 

● Act as an escalation point for issues during business and non-business hours, as well as attend meetings in other timezones when needed. 

● Lead project delivery, addressing risks and issues through effective contingency plans; tracks project schedules and budgets; ensures requirements are addressed during implementation 

● Identify and recommend improvements in tools 

You will also: 

● Build constructive relationships with team members and peers in other Cash Customer Operations and non-Cash Customer Operations areas, and ensure exceptional support for Cash Customer Operations. 

● Carefully monitor systems health and coordinate response to triage of any system issues

● Develop and document standard operating procedures 
 

Qualifications

You have: 

● 3-5 years’ experience working in a leadership role 

● Analyst, Architect, or Engineering experience with Salesforce, enterprise grade workforce management tools, such as NICE, content management tools, and/or social tools. Experience with ML or automation a plus 

● Excellent oral and written skills