Job Description
Job Description: Senior Director, Service Applications Overview The Senior Director of Service Applications will be a key leader, responsible for bridging the gap between our internal service organizations (including Call Center and Implementation) and the technical delivery of our customized software solutions. This role requires a blend of executive relationship management, deep technical acumen, and a passion for optimizing the tools that power our service representatives and delight our customers. The successful candidate will own the strategy for our service application ecosystem, ensuring technical rigor in how we customize, build in workflows, and integrate with our core product applications. This is a highly collaborative role, translating the voiced needs of service teams into technical requirements and changes that align with modern software development lifecycle (SDLC) practices and architectural best practices. Key ResponsibilitiesStrategic Leadership & Stakeholder Management Develop and maintain strong, collaborative relationships with Vice Presidents and leaders across Call Center and Implementation teams to understand their strategic objectives and operational challenges. Act as the primary technical liaison, capturing business requirements and pain points from service teams and translating them into a clear, prioritized technical roadmap for service application enhancements. Champion changes that serve the dual purpose of improving the customer experience and increasing the efficiency and effectiveness of our service representatives. Lead the planning and prioritization of service application initiatives, ensuring alignment with overall company goals and product strategy. Technical Oversight & Execution Bring technical rigor to the customization and configuration of our service applications, with a strong focus on Salesforce best practices.