Salesforce Domain Owner
hace 19 horas
Dayton
Ready to pioneer the future of customer support technology? Trimble is looking for an analytical, forward-thinking leader to orchestrate our Salesforce Service Cloud ecosystem and drive AI-driven transformation across global industries. In this role, you will serve as the premier strategic architect for our global customer support ecosystem, directly driving the integration of next-generation AI, automation, and omnichannel solutions to shape how millions of customers interact with our technology. Key responsibilities include: • Own and drive the end-to-end roadmap for the Salesforce Support Center domain., • Align domain strategy with customer experience goals, operational KPIs (CSAT, SLA, resolution time), and business objectives., • Define and track measurable outcomes for service efficiency, agent productivity, and customer satisfaction., • Continuously evolve the domain to support new business models, products, and customer expectations., • Engage with Customer Support, Operations, Product, and Business stakeholders to gather requirements and prioritize capabilities., • Act as the single point of accountability for translating stakeholder needs into actionable domain initiatives., • Balance competing priorities across regions, channels, and business units., • Collaborate with stakeholders across multiple time zones to ensure alignment and execution., • Coordinate activities across multiple teams including Salesforce delivery, integrations, data, AI/automation, and support operations., • Ensure seamless collaboration between business, engineering, and operations teams., • Identify and resolve gaps in ownership, accountability, and execution across participating teams., • Drive alignment across adjacent domains (e.g., Sales, Billing, Entitlements, Fulfillment)., • Own the creation and lifecycle of Epics aligned to the domain roadmap., • Ensure Epics are clearly defined, prioritized, and aligned with business outcomes., • Partner with Functional Architects, Product Owners, and Delivery Teams to ensure successful execution., • Oversee backlog health, delivery progress, and outcome realization., • Oversee key capabilities within Salesforce Service Cloud, including:, • Case Management & Lifecycle, • Omnichannel Routing (voice, chat, email, messaging), • Knowledge Management & Self-Service, • Entitlements, SLAs, and Escalations, • Field Service integration (where applicable), • Drive standardization and optimization of support processes and agent workflows., • Drive adoption of automation and AI capabilities within the support domain (e.g., chatbots, case classification, agent assist)., • Identify opportunities to reduce manual effort and improve response times., • Partner with AI/ML teams to implement intelligent routing, predictive insights, and self-service solutions., • Measure and track the impact of automation initiatives on operational efficiency., • Establish and enforce governance frameworks, standards, and best practices for the domain., • Ensure consistency in process design, data standards, and system usage., • Own and maintain comprehensive domain documentation, including process flows, capability maps, and architecture overviews., • Ensure compliance with enterprise architecture, security, and data governance policies., • Lead evaluation of new tools, platforms, and enhancements relevant to the support domain., • Assess build vs. buy decisions and integration feasibility within the Salesforce ecosystem., • Stay current with Salesforce roadmap and emerging technologies in customer service., • Drive innovation to enhance customer and agent experiences. Essential skills and experience include: • 8+ years of dedicated experience managing CRM and customer support systems, with a deep mastery of Salesforce Service Cloud., • Proven track record of managing enterprise domain-level strategy, product roadmaps, and global KPI tracking., • Deep understanding of modern contact center operations, case management systems, and agent workflows., • Natural collaborator skilled at aligning globally distributed stakeholders across multiple time zones., • Bachelor's degree in Business, Information Systems, or a related technical discipline. Bonus points for: • Professional Salesforce Service Cloud Consultant or Architect certifications., • Hands-on experience implementing AI-driven customer service tools like Einstein Bots or Agent Assist., • Practical familiarity with omnichannel contact center technologies, CTI, and messaging platforms., • Strong background with ITIL or structured service management frameworks. Location: Westminster, CO Travel Requirement: 10% Why You'll Love Working With Us At Trimble, we're not just a company that "does good"we are a team dedicated to making a tangible, positive real-world impact. We build innovative solutions designed to solve the world's most critical challenges. From construction sites to transportation hubs, our work tangibly improves how people live, build, move, and grow. You'll work on projects that truly matter: Our purpose-driven culture means you'll be helping to build and deliver solutions that make work faster, safer, and more sustainable for millions of people worldwide. Our impact is tangible, from connected machines that save fuel to data-driven insights that reduce waste. Collaborate with like-minded people: Our strong internal culture is a "hidden gem." You will work with a collaborative, supportive team that shares your purpose and fosters a genuine sense of belonging. We're a company of "visionary pragmatists" who think boldly and build things that work. Be an owner: Trimble thrives on individuals who take initiative and embrace ownership. You'll find an entrepreneurial spirit where success is often "self-authored," empowering proactive "doers." Compensation: Trimble provides the following compensation range and general description of other compensation and benefits that it in good faith believes it might pay and/or offer for this position. This compensation range is based on a full time schedule. Trimble reserves the right to ultimately pay more or less than the posted range and offer additional benefits and other compensation, depending on circumstances not related to an applicant's sex or other status protected by local, state, or federal law. Hiring Range: $170,600.00$234,600.00 Pay Rate Type: Salary Bonus Eligible? Yes Commission Eligible? No Benefits: Trimble offers comprehensive core benefits that include Medical, Dental, Vision, Life, Disability, Time off plans and retirement plans. Most of our businesses also offer tax savings plans for health, dependent care and commuter expenses as well as Paid Parental Leave and Employee Stock Purchase Plan. If this position is identified above as commission- or bonus-eligible, the terms of the commission plan or discretionary bonus plan for which you are eligible will be provided following the employee start date.