Senior Manager, Business Systems - Platform Support, Operations & Quality

Ready to Be a Titan?

We are seeking an experienced, dynamic, and hands-on Senior Manager, Business Systems - Platform Support, Operations & Quality to join our Business Technology team. This role is critical in ensuring the stability, scalability, and availability of our core business platforms (Salesforce and Workday). The ideal candidate will have a strong background in production support, QA automation, and platform operations, with a proven track record of defining and operationalizing processes in a global organization.

What You'll Do:

Strategic Leadership & Team Management

• Lead and mentor a team responsible for platform support, QA automation, and operations to ensure stable, scalable, and secure business systems.

• Establish a global support team in partnership with production support partners, ensuring seamless 24/7 operations.

• Scale QA automation as a shared service across business systems, driving consistent quality and efficiency.

• Foster a collaborative and innovative team culture, focused on continuous improvement and customer-centric solutions.

Production Support & Operational Excellence

• Define, adopt, and operationalize robust production support processes to deliver high availability and performance of business systems.

• Manage incident response, root cause analysis, and issue resolution, ensuring minimal impact on business operations.

• Partner with cross-functional teams to align support strategies with business objectives.

• Develop and monitor SLAs and KPIs to measure support performance and ensure accountability.

Platform Operations & Scalability

• Oversee the scalability, security, and availability of Salesforce, Workday and other core business application platforms, ensuring alignment with organizational growth.

• Implement best practices for system monitoring, maintenance, and optimization to prevent downtime and enhance user experience.

• Collaborate with stakeholders to plan and execute platform upgrades, migrations, and integrations.

Quality Assurance Automation

• Scale and standardize QA automation frameworks and tools to support all business systems, driving efficiency in testing processes.

• Develop and implement strategies to ensure comprehensive test coverage and reduce manual testing efforts.

• Establish metrics to measure and improve the quality of deliverables.

Documentation, Training & Continuous Improvement

• Develop and maintain comprehensive technical documentation, including support processes, QA frameworks, and operational guidelines.

• Provide training and enablement to internal teams, ensuring effective utilization of business systems.

• Stay updated with emerging technologies and best practices, incorporating them to drive innovation and operational excellence.

What You'll Bring:

Education & Experience

• Bachelor’s degree in Computer Science, Information Systems, or a related field.

• 10+ years of experience in managing business systems with a focus on Salesforce and Workday platforms.

• Proven expertise in production support, platform operations, and QA automation within global organizations.

Technical Skills

• Strong experience in Salesforce and Workday platform operations, including technical solutions, data security, integration, and scalability.

• Familiarity with other key business applications (ex. Talkdesk, Salesloft, Gong, Assembled etc.)  is a plus.

• Prior experience with QA automation tools, such as AccelQ, Kainos or similar frameworks.

• Strong knowledge of ITIL practices, incident management, and operational governance.

Certifications (Preferred)

• ITIL Foundation or Practitioner Certification

• Salesforce Administrator Certifications will be a plus

Leadership & Soft Skills

• Demonstrated ability to lead and scale teams in a fast-paced, global environment.

• Excellent communication and stakeholder management skills, with the ability to bridge technical and business perspectives.

• Strategic thinker with a problem-solving mindset and a passion for driving operational excellence.

Be Human With Us:

Being human isn’t about checking every box on a list. It’s about the experiences we have, people we meet, and the perspectives we share. So, if you have the skills but are hesitant to apply because of your background, apply anyway. We need amazing