Business Systems Lead, Agent and Channel Experience

About the Role

Join our Business Systems team as a Lead, focusing on Agent and Channel Experience, where you will drive high-impact technical solutions to empower our Service Agents and optimize business operations.

Responsibilities

• Own and optimize Salesforce as the primary CRM, ensuring it meets business needs across Servicing, operations, compliance, and customer success.
• Set and execute technical strategy for your team on a year-long timescale, aligning with critical business-impacting projects.
• Lead high-impact projects from inception to completion, ensuring alignment with company strategic goals and delivering measurable results.
• Serve as the technical lead for a team of system leads, providing technical strategy for platform improvement and project deliverables.
• Collaborate across teams in the product development lifecycle, including product management, design, and analytics, to ensure technical sustainability and mitigate risks.

Requirements

• Strong background in the Salesforce ecosystem, including Service Cloud.
• Proven experience in project management.
• Exceptional communication skills and a keen eye for detail.
• Demonstrated ability to work nimbly and efficiently, adapting in a constantly evolving environment.
• Ability to craft simple, sophisticated technical solutions.
• This role is remote within Canada.

About the Team

As an integral member of the Business Systems team within Servicing, you will collaborate with Engineering, Product, Operations, and key stakeholders to transform the way our Service Agents thrive.