Manager of Global Operations and Salesforce Support, Deloitte Global at Deloitte

Job Type: PermanentWork Model: RemoteReference code: 131341Recruiter: Ameeta James

Primary Location: Toronto, ONAll Available Locations: Toronto, ON; Ottawa, ON

Our Purpose

At Deloitte, our Purpose is to make an impact that matters. We exist to inspire and help our people, organizations, communities, and countries to thrive by building a better future. Our work underpins a prosperous society where people can find meaning and opportunity. It builds consumer and business confidence, empowers organizations to find imaginative ways of deploying capital, enables fair, trusted, and functioning social and economic institutions, and allows our friends, families, and communities to enjoy the quality of life that comes with a sustainable future. And as the largest 100% Canadian-owned and operated professional services firm in our country, we are proud to work alongside our clients to make a positive impact for all Canadians.

By living our Purpose, we will make an impact that matters.

• Have many careers in one Firm.
• Enjoy flexible, proactive, and practical benefits that foster a culture of well-being and connectedness.
• Learn from deep subject matter experts through mentoring and on the job coaching

What will your typical day look like?

Deloitte is seeking a highly skilled and experienced operations and Salesforce Support manager. The ideal candidate will serve as the first point of contact for customer issues, performing initial triage and assessments. A strong understanding of Salesforce is essential, as the role involves opening applications to diagnose whether issues are related to code or configuration and efficiently redirecting them to the appropriate team members for resolution. This position supports a globally deployed internal risk management system and may require you to direct the work tasks of teams located in India or other geographies to resolve complex issues effectively.

Key Responsibilities:

• Customer Interaction: Serve as the initial contact for customers experiencing issues, providing professional and timely responses to inquiries and concerns.
• Issue Triage: Perform first-level triage to assess the nature of issues within the globally deployed internal risk management system. Determine whether problems are related to application code or configuration settings.
• Salesforce Expertise: Utilize in-depth knowledge of Salesforce to effectively navigate and examine this internal risk management application for troubleshooting purposes.
• Problem Solving: Analyze issues to identify root causes, leveraging technical skills and Salesforce knowledge to provide preliminary solutions or escalate appropriately.
• Team Coordination: Collaborate with technical teams, ensuring issues are directed to the correct team members for further investigation and resolution. You may be required to oversee and guide teams in India or other geographies to ensure efficient problem resolution.
• Documentation: Maintain clear and accurate records of issues and resolutions, contributing to knowledge base articles and process improvements.
• Continuous Improvement: Participate in regular reviews of processes and systems to enhance efficiency and customer satisfaction.
  
  

About The Team

Deloitte Technology works at the forefront of technology development and processes to support and protect Deloitte around the world. In this truly global environment, we operate not in what is but rather what can be to help Deloitte deliver and connect with its clients, its communities, and one another in ways not previously conceived.

Enough about us, let’s talk about you

Required skills / expertise:

• Platform Knowledge: In-depth knowledge of Salesforce features, including Sales Cloud, Service Cloud, CRM Analytics, and custom objects.
• Development: Good understanding of Apex, Visualforce, SOQL, and Salesforce Lightning components.
• Team Management: Prior management expereince in coordinating with technical teams to route incidents to the right owners for investigation and resolution.
• Data Modeling: Knowledge of data modeling principles, data sharing, and visibility considerations.
• Integration and System Architecture: Strong understanding of data integrations using MuleSoft, REST API’s, ETL, Platform Events, etc.
• Salesforce Operational: Good understanding of Salesforce Production Operational metrics and Salesforce limits e.g. Governor limits, ROW lock errors, API limits, Apex code usage, test class coverage, etc.
  
  

Required Qualifications

• Education: Bachelor’s degree in computer science, Information Technology, Business Administration, or a related field.
• Experience: Minimum of 8+ years of experience in technical support or analyst role, with a focus on Salesforce applications.
• Technical Skills: Proficient in Salesforce platform functionalities, including configuration and code troubleshooting.
• Lead and manage globally distributed teams with prior experience providing day-to-day direction, performance oversight, and cross–time-zone coordination to global teams.
• Communication Skills: Excellent verbal and written communication skills, with the ability to interact effectively with customers and team members.
• Problem Solving: Strong analytical skills with a proactive approach to identifying and resolving issues.
• Organizational Skills: Ability to manage multiple priorities and tasks simultaneously in a fast-paced environment. Experience in managing cross-cultural teams is a plus.
  
  

Preferred Qualifications

• Experience with Salesforce Clouds (Experience, Marketing), Data Cloud and AppExchange solutions.
• Experience with DevOps tools (ADO, Copado) and CI/CD pipelines for Salesforce.
• Previous consulting experience with a top-tier professional services firm.
  
  

Total Rewards

The salary range for this position is $85,000 - $156,000, and individuals may be eligible to participate in our bonus program. Deloitte is fair and competitive when it comes to the salaries of our people. We regularly benchmark across a variety of positions, industries, sectors, targets, and levels. Our approach is grounded on recognizing people's unique strengths and contributions and rewarding the value that they deliver.

Our Total Rewards Package extends well beyond traditional compensation and benefit programs and is designed to recognize employee contributions, encourage personal wellness, and support firm growth. Along with a competitive base salary and variable pay opportunities, we offer a wide array of initiatives that differentiate us as a people-first organization. On top of our regular paid vacation days, some examples include: $4,000 per year for mental health support benefits, a $1,300 flexible benefit spending account, firm-wide closures known as "Deloitte Days", dedicated days of for learning (known as Development and Innovation Days), flexible work arrangements and a hybrid work structure.

Our promise to our people: Deloitte is where potential comes to life.

Be yourself, and more.

We are a group of talented people who want to learn, gain experience, and develop skills. Wherever you are in your career, we want you to advance.

You Shape How We Make Impact.

Diverse perspectives and life experiences make us better. Whoever you are and wherever you’re from, we want you to feel like you belong here. We provide flexible working options to support you and how you can contribute.

Be the leader you want to be

Some guide teams, some change culture, some build essential expertise. We offer opportunities and experiences that support your continuing growth as a leader.

Have as many careers as you want.

We are uniquely able to offer you new challenges and roles – and prepare you for them. We bring together people with unique experiences and talents, and we are the place to develop a lasting network of friends, peers, and mentors.

The next step is yours

At Deloitte, we are all about doing business inclusively – that starts with having diverse colleagues of all abilities. Deloitte encourages applications from all qualified candidates who represent the full diversity of communities across Canada. This includes, but is not limited to, people with disabilities, candidates from Indigenous communities, and candidates from the Black community in support of living our values, creating a culture of Diversity Equity and Inclusion and our commitment to our AccessAbility Action Plan , Reconciliation Action Plan and the BlackNorth Initiative .

We encourage you to connect with us at [email protected] if you require an accommodation for the recruitment process (including alternate formats of materials, accessible meeting rooms or other accommodations) or [email protected] for any questions relating to careers for Indigenous peoples at Deloitte (First Nations, Inuit, Métis).

By applying to this job you will be assessed against the Deloitte Global Talent Standards. We’ve designed these standards to provide our clients with a consistent and exceptional Deloitte experience globally.

Deloitte Canada has 20 offices with representation across most of the country. We acknowledge that Deloitte offices stand on traditional, treaty, and unceded territories in what is now known as Canada. We recognize that Indigenous Peoples have been the caretakers of this land since time immemorial, nurturing its resources and preserving its natural beauty. We acknowledge this land is still home to many First Nations, Inuit, and Métis Peoples, who continue to maintain their deep connection to the land and its sacred teachings. We humbly acknowledge that we are all Treaty people, and we commit to fostering a relationship of respect, collaboration, and stewardship with Indigenous communities in our shared goal of reconciliation and environmental sustainability.