Manager, Business Systems Operations - Salesforce

Fastly helps people stay better connected with the things they love. Fastly’s edge cloud platform enables customers to create great digital experiences quickly, securely, and reliably by processing, serving, and securing our customers’ applications as close to their end-users as possible — at the edge of the Internet. The platform is designed to take advantage of the modern internet, to be programmable, and to support agile software development. Fastly’s customers include many of the world’s most prominent companies, including Vimeo, Pinterest, The New York Times, and GitHub.

We're building a more trustworthy Internet. Come join us.

Posting Open Date: 2025.03.10 

Anticipated Posting Close Date: 2025.05.30 

Job posting may close early due to the volume of applicants.

Operations Manager, Business Systems

The Fastly Business Systems team is seeking a dynamic and experienced Operations Manager to join our Go-to-Market Business Systems team. This role will be instrumental in ensuring the smooth and efficient operation of our critical business systems, particularly Salesforce and its ecosystem. You will lead a team of Systems Administrators and partner closely with cross-functional teams to deliver impactful solutions that drive business growth and operational excellence. The ideal candidate possesses a strong technical background, exceptional leadership skills, and a proven ability to manage complex projects in a fast-paced environment. This role will report to the Director, Business Systems.

What You'll Do:

• Team Leadership and Management:
  • Lead, mentor, and develop a team of Systems Administrators, fostering a collaborative and high-performing environment.
  • Oversee day-to-day operations and provide guidance on complex technical issues.
  • Conduct performance reviews, set goals, and provide ongoing feedback to team members.
• Systems Operations and Maintenance:
  • Responsible for CI/CD Environment and Release Management
  • Manage the Support & Sustaining Workstreams
  • Ensure the stability, reliability, and scalability of our business systems, including Salesforce, Marketo, Logisense, NetSuite, and related integrations.
  • Manage system upgrades, patches, and maintenance activities.
  • Monitor system performance and proactively identify and resolve issues.
  • Manage and improve the on call rotation for the business systems team.
• Sustaining Support Management and Delivery:
  • Responsible for managing Incident Response and Support Escalation
  • Plan, prioritize, and manage tasks related to system enhancements, integrations, and implementations.
  • Responsible for planning for and reducing technical debt
  • Collaborate with business stakeholders and BSAs to gather requirements and define project scope.
  • Ensure timely and successful delivery of tasks and testing of new features or changes
• Process Improvement and Optimization:
  • Identify opportunities to streamline processes and improve system efficiency.
  • Develop and implement best practices for system administration and support.
  • Drive continuous improvement initiatives to enhance the overall effectiveness of the Business Systems team.
• Stakeholder Collaboration and Communication:
  • Build strong relationships with internal stakeholders across sales, marketing, finance, and customer success.
  • Communicate effectively with technical and non-technical audiences.
  • Provide regular updates on system performance and project progress.
• Compliance and Security:
  • Ensure compliance with all relevant security and data privacy regulations.
  • Maintain accurate system documentation and audit trails.

What We're Looking For:

• 7+ years of experience in business systems administration or operations, with a focus on Salesforce and related applications.
• 3+ years of experience in a management or leadership role.
• Strong understanding of Salesforce platform capabilities, including Sales Cloud, Service Cloud, CPQ, and integrations.
• Proven track record of managing and delivering complex business systems projects.
• Excellent problem-solving and analytical skills.
• Strong communication and interpersonal skills.
• Ability to work effectively in a fast-paced and dynamic 1 environment.  
• Experience with B2B Lead-to-Quote and Quote-to-Cash processes.
• Experience in a SaaS or usage/consumption-based business preferred.
• Knowledge of integration platforms and methodologies.
• Basic understanding of Database and SOQL.
• Ability to manage and prioritize a teams workload.