Universal Orlando Resort believes in-person collaboration is key to our success. Many of our Team Members work in a hybrid capacity, contributing from the workplace a minimum of three days per week. There are also roles that require being on-site full time. Limited remote opportunities may be available within specific departments. You’ll learn more about this during the recruitment process.

JOB SUMMARY: The Salesforce Platform Manager is responsible for supporting the overall Sales efforts for the UDX team. This role will be responsible for the overall systems and process oversight as well as the development, build, implementation, and support/ maintenance of Salesforce platforms. This role oversees the user support, governance, compliance, system architecture, business reporting and projects. This role requires partnership across business divisions and vendor relations to uncover business processes, gather requirements, document project needs and translate the information into enhancements, new tool development, architecture and the supporting business process that would then be built, evaluated, deployed, released, and supported by this role. This role should influence the broader cross-functional system infrastructure to help aid in future Salesforce functionality and process efficiency. A key component to this role is owning the management of new releases, AppExchange solutions and collaborating with business users to identify opportunities to utilize Salesforce to achieve business goals.

Position is based and located in Orlando, FL 

MAJOR RESPONSIBILITIES:

• Manage the Salesforce platform, with a focus on the Sales Cloud, Service Cloud and Custom Objects. Day-to-day maintenance, upgrades, releases, environment management, architecture, reporting, governance, testing and release management. This understanding should translate into ensuring all UO and Joint Venture data governance, process governance and best practice guidelines are followed, and business risks are escalated. Oversight of GDPR protection, compliance, IT security and consumer data.
• Lead Salesforce tool development, design, and configuration through partnership with cross-functional team members, Salesforce System Administrators, and vendors. Manage the definition of business processes, gathering of project requirements, documentation of data architecture and documentation of findings to then develop project solutions, develop implementation plans, solution tool design and design needed architecture within the confines of Salesforce and Amadeus managed package capabilities.
• Lead the development of the Salesforce org roadmap with the Salesforce Development team which encompasses user requested enhancements from Event Management, Event Sales, Resort Sales, and cross-functional partners, identified process efficiency projects, architectural projects and the management of technical debt. Identify new declarative and programmatic Salesforce functionality, Apps and tools that could have a positive impact on business processes and lead the conversation with internal and external teams to vet potential implementation and assess potential impacts within the Salesforce ecosystem.
• Manage vendor contract and relationship with Amadeus for the Delphi Sales & Catering managed packaged and oversee data compliance, governance, and architectural standards across the managed package through partnership with Amadeus and cross-functional partners.
• Understands and actively participates in Environmental, Health & Safety responsibilities by following established UO policy, procedures, training and team member involvement activities.
• Performs other duties as assigned.

EDUCATION: Bachelor’s degree is required in either Computer Information System, Data Analytics, Business or related field.

EXPERIENCE:

• 5+ years of work experience in a Salesforce support role.
• 3+ years of experience in leadership roles.
• Knowledge of SQL, declarative based development, and Lightning Components
• Experience required in Salesforce, specifically the Sales Cloud, Service Cloud and custom objects data management, and project management.
• Strong knowledge of Salesforce standard object model. Aptitude to learn additional platforms and how to integrate and connect these with Salesforce.
• Knowledge of Agile and Scrum
• Experience with managing Salesforce System Administrators
• Sales lifecycle knowledge a plus.
• Meetings and Event knowledge a plus

CERTIFICATIONS, LICENSES, REGISTRATIONS:

• Salesforce Administrator certification - Required.
• Salesforce Advanced Administrator certification – Preferred.
• Salesforce Platform App certification – Preferred.
• Amadeus Delphi Sales & Catering experience – Preferred.
• Product Owner/Manager in Digital Platforms – Preferred.

ADDITIONAL INFORMATION:

• Works with internal business clients and external vendors.
• Ability to read, analyze, and action business and user requirements.
• Ability to write reports, business correspondence, and procedure manuals.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Your talent, skills and experience will be rewarded with a competitive compensation package.

Universal is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at Universal Orlando via-email, the Internet or in any form and/or method without a valid written Statement of Work in place for this position from Universal Orlando HR/Recruitment will be deemed the sole property of Universal Orlando. No fee will be paid in the event the candidate is hired by Universal Orlando as a result of the referral or through other means.

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