Information Systems Manager, Customer Experience

About Ping Identity: 

At Ping Identity, we believe in making digital experiences both secure and seamless for all users, without compromise. We call this digital freedom. And it's not just something we provide our customers. It's something that inspires our company. People don't come here to join a culture that's built on digital freedom. They come to cultivate it. 

Our intelligent, cloud identity platform lets people shop, work, bank, and interact wherever and however they want. Without friction. Without fear. 

While protecting digital identities is at the core of our technology, protecting individual identities is at the core of our culture. We champion every identity. One of our core values, Respect Individuality, reminds us to celebrate differences so you are empowered to bring your authentic self to work. 

We're headquartered in Denver, Colorado and we have offices and employees around the globe. We serve the largest, most demanding enterprises worldwide, including more than half of the Fortune 100. At Ping Identity, we're changing the way people and businesses think about cybersecurity, digital experiences, and identity and access management. 

Ping Identity is seeking an Information Systems Manager, Customer Experience to lead the Salesforce team and service processes supporting the Global Support Organization (GSO). This role is responsible for managing both the team and operational frameworks, ensuring best-in-class SFDC processes.

The IS Manager will own the governance, standardization, and continuous improvement of Salesforce Service Cloud and Experience Cloud processes. They will serve as the primary liaison between GSO leadership and the Business Technology Operations (BTO) team, aligning priorities, driving efficiency, and ensuring seamless collaboration.

This position is not an individual contributor role but a strategic leadership position focused on process maturity, team development, and operational excellence. The IS Manager will report directly to the Director of Information Systems, ensuring alignment with broader IS initiatives.

Responsibilities

Process Leadership & Optimization

• Define and enforce standardized case management processes, ensuring adherence to best practices.
• Establish governance and frameworks for automation, workflow improvements, and AI-driven case resolution strategies.
• Partner with GSO leadership and BTO to streamline Salesforce operations, ensuring they align with business objectives.
• Drive continuous improvement initiatives to enhance the efficiency of GSO's customer support and self-service processes.

Team Leadership & Development

• Lead and develop a team of Salesforce admins and developers, ensuring high-performance execution.
• Set clear team objectives, measure performance, and ensure alignment with business priorities.
• Foster a culture of accountability, collaboration, and innovation to improve overall service delivery.
• Ensure proper capacity planning and resource allocation to meet operational needs.

Service Cloud Process Management

• Oversee and govern Salesforce Service Cloud operations within GSO, ensuring consistent execution of case lifecycle management, routing, and escalation processes.
• Optimize knowledge management, Slack integration, entitlements, and milestone tracking to drive service efficiency.
• Implement AI-driven automation, including Einstein Bots, case classification, and next-best-action recommendations to enhance case resolution.
• Ensure a cohesive Service Cloud and Experience Cloud strategy, delivering a seamless end-to-end customer experience.

Experience Cloud Strategy & Governance

• Oversee the design and governance of Salesforce Experience Cloud, ensuring it effectively supports self-service and customer engagement.
• Define policies for secure access management, community workflows, and Experience Cloud enhancements.
• Ens