Salesforce Implementation Lead (Service Cloud)

Who We Are:

On Location is a global leader in premium experiential hospitality, offering ticketing, curated guest experiences, live event production and travel management across sports, entertainment, fashion and culture. On Location provides unrivaled access for corporate clients and fans looking for official, immersive experiences at marquee events, including the Olympic and Paralympic Games, FIFA World Cup 2026, Super Bowl, NCAA Final Four, and more. An official partner and/or service provider to over 150 iconic rights holders, such as the IOC (the Milano Cortina 2026 and Los Angeles 2028 Olympic Games), FIFA, NFL, NCAA, UFC, WWE, and PGA of America, the company also owns and operates a number of its own unique experiences. On Location is a subsidiary of TKO Group Holdings, Inc. (NYSE: TKO), a premium sports and entertainment company.

The Role and What You’ll Do:

We are seeking a Salesforce Implementation Lead (Service Cloud) who can blend strategic solutioning with successful execution. This role involves engaging with stakeholders to understand Guest Services needs, while also configuring and enhancing Service Cloud directly. The ideal candidate is comfortable gathering requirements (functional and non-functional), and designing solutions, while mentoring team members and contributing thought leadership to support best practices. The Salesforce Service Cloud Lead will spearhead the design (including architecture), implementation, and optimization of Salesforce Service Cloud solutions with a strong emphasis on incorporating AI capabilities. The role bridges technical strengths with business acumen to deliver solutions that maximize service efficiency and business outcomes.

 

The Salesforce Implementation Lead (Service Cloud) will:

·       Lead full lifecycle Salesforce Service Cloud designs, implementations and enhancements, integrating agentic AI capabilities using Salesforce Agentforce and ensuring alignment of technical solutions with business needs.

·       Architect and deliver advanced automated solutions leveraging Salesforce Flows, Approval Processes, and Einstein Automate to simplify workflows, streamline processes, and boost productivity.

• Collaborate closely with sales, service, IT and senior stakeholders to identify customer service challenges and develop scalable Service Cloud solutions.

• Lead a team of Service Cloud specialists, provide guidance and mentorship, fostering a culture of continuous improvement and proactive problem solving.

·       Manage project timelines, backlog, team resources, and governance ensuring compliance with security and data privacy policies. 

• Lead a team of Service Cloud specialists, provide guidance and mentorship, fostering a culture of continuous improvement and proactive problem solving.

·       Architect and deliver automated and AI-powered autonomous workflows that interact seamlessly with CRM data and business processes. 

• Configure and tailor Service Cloud features, such as omni-channel routing, Service Console, flows, automation, case management, and reporting.

• Conduct platform testing, resolve issues efficiently, and ensure ongoing system stability and user satisfaction.

·       Drive adoption through training and change management.

·       Oversee project planning, risk mitigation, and communication.

• Conduct platform testing, resolve issues efficiently, and ensure ongoing system stability and user satisfaction.

·       Collaborate with business stakeholders and Salesforce team members to identify automation opportunities and translate them into intelligent (and ideally AI-based) solutions. 

• Research and implement agentic AI tools (e.g., Agentforce and other Salesforce-adjacent AI solutions) to elevate agent productivity and facilitate team, stakeholder, and customer engagement.

• Document processes, configurations, and support effective