Salesforce Application Manager

Auto Club Enterprises is seeking an Application Manager to lead the development, delivery, and ongoing support of Salesforce Service Cloud applications that power our member service experience.

This role will help build a unified workspace for service representatives across contact centers and branches, connecting membership, insurance, billing, and other enterprise capabilities. You will partner with business leaders, product owners, architects, and technology teams to translate business priorities into reliable, scalable solutions.

The ideal candidate combines strong people management with hands-on Salesforce technical expertise. You will be accountable for delivery, production stability, engineering quality, and the development of an internal team that can confidently build, enhance, and support the platform.

What You’ll Do

• Lead and develop the team. Manage Salesforce developers and technical leads, establish clear individual ownership, provide regular coaching, and set expectations for technical quality, communication, and delivery.
• Own application delivery. Partner with product owners to maintain a prioritized backlog, define achievable release plans, manage dependencies, and deliver capabilities that improve member service and representative productivity.
• Guide Service Cloud solutions. Oversee the design and implementation of case management, Service Console experiences, Omni-Channel routing, Knowledge, guided workflows, and service automation.
• Provide technical leadership. Review architecture, solution designs, and code across Apex, Lightning Web Components, Flow, and integrations. Promote modular, reusable solutions and sound decisions about standard functionality versus customization.
• Deliver a connected service experience. Work with enterprise teams to integrate Salesforce with Genesys, Guidewire, membership and billing systems, and customer master data platforms through governed APIs and event-driven patterns.
• Build internal engineering capability. Structure vendor collaboration around joint design, implementation, code reviews, and testing. Ensure knowledge transfer results in demonstrated internal ownership of the codebase and production support.
• Own production reliability. Establish monitoring, support procedures, escalation paths, and recovery runbooks. Lead application response to critical incidents, communicate business impact, and drive root-cause analysis and corrective actions.
• Strengthen testing and release discipline. Own the application testing strategy, including automated regression and end-to-end integration coverage. Coordinate business UAT and enforce release-readiness reviews, deployment controls, rollback planning, and post-release validation.
• Advance AI-enabled service. Partner with business and architecture teams to evaluate and implement Agentforce and intelligent automation, with appropriate data access, quality controls, and human handoffs.
• Manage performance and investment. Track delivery predictability, production defects, application health, team capability, vendor performance, and resource needs. Maintain a roadmap for platform improvements and technical debt.
• Communicate clearly across the organization. Provide timely updates on progress, risks, dependencies, and decisions. Explain technical trade-offs in terms of member experience, operational impact, cost, and long-term maintainability.

Qualifications

• Bachelor’s degree in Computer Science, Information Systems, or a related field, or equivalent practical experience.
• 10+ years of progressive experience in enterprise application development and delivery, including substantial Salesforce experience.
• Proven experience managing software engineering teams, including hiring, coaching, performance management, and technical skill development.
• Strong experience delivering Salesforce Service Cloud solutions in complex enterprise or contact center environments.
• Hands-on technical depth in Apex, Lightning Web Components, Flow, SOQL, Salesforce security, data modeling, and platform limits.
• Experience with case management, Omni-Channel, Knowledge, Service Console configuration, and business process automation.
• Experience designing and supporting enterprise integrations using REST/SOAP APIs, Platform Events, Change Data Capture, and middleware platforms such as MuleSoft.
• Demonstrated ownership of business-critical production applications, including incident response, troubleshooting, recovery, and prevention of recurring issues.
• Experience with Agile delivery, source control, CI/CD, automated testing, environment management, and release governance.
• Ability to manage internal and vendor teams while maintaining clear accountability for outcomes.
• Strong stakeholder management and executive communication skills.

Preferred Qualifications

• Experience with Genesys Cloud, Salesforce voice capabilities, or other contact center telephony integrations.
• Experience integrating Salesforce with Guidewire, customer master data platforms such as Reltio, and membership or billing systems.
• Experience with Agentforce, conversational AI, or AI-assisted service workflows.
• Familiarity with Salesforce Field Service and the connection between contact center and field operations.
• Experience supporting insurance, membership services, roadside assistance, or other high-volume service organizations.
• Relevant Salesforce certifications in Service Cloud, platform development, or architecture.
• Experience using tools such as Splunk for application monitoring and Tricentis Tosca for test automation.

The starting pay range for this position is:

$145,900.00 - $194,600.00

Additionally, for full time positions, you will be eligible to participate in our incentive program based upon the achievement of organization, team and personal performance.

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Remarkable benefits:
•    Health coverage for medical, dental, vision

•    401(K) saving plans with company match AND Pension    

•    Tuition assistance

•    Floating holidays and PTO for community volunteer programs

•    Paid parental leave

•    Wellness programs

•    Employee discounts (membership, insurance,

travel, entertainment, services and more!)

Auto Club Enterprises is the largest club within the national AAA federation. We have nearly 17,000 employees in 24 states helping more than 18 million members. The strength of our organization is our employees. Bringing together and supporting different cultures, backgrounds, personalities, and strengths creates a team capable of delivering legendary, lifetime service to our members. When we embrace our diversity – we win. All of Us! With our national brand recognition, long-standing reputation since 1900, and constantly growing membership, we are seeking career-minded, service-driven professionals to join our team.

“Through dedicated employees we proudly deliver legendary service and beneficial products that provide members peace of mind and value.”

AAA is an Equal Opportunity Employer

Our organization participates in E-Verify

The Automobile Club of Southern California will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable federal, state, and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance (FCIHO), the Unincorporated Los Angeles County (ULAC) regulation, and the California Fair Chance Act (CFCA).