Manager, Business Systems

Position: Manager, Business Systems Reports To: Deputy Chief, Operations Department: Operations Supervisory Role: Yes Compensation Range: $110,000 – $121,000 Location: Remote, U.S. FLSA Status: Full-Time, Exempt POSITION OVERVIEW The Manager, Business Systems leads the enterprise applications environment supporting our internal operations. This position is responsible for the strategy, modernization, and delivery of internal systems that enable core business processes, support workforce productivity, and the secure, reliable use of software platforms across the organization. The Manager, Business Systems runs the modernization initiatives within business applications portfolio, including Salesforce. This position maintains stewardship of our broader portfolio of systems and their associated use policies, including internal SaaS platforms, AI-enabled workplace tools, productivity software, and research and feedback technologies. ESSENTIAL DUTIES & RESPONSIBILITIES 50% | Salesforce Strategy & Implementation Lead modernization initiatives for the Salesforce platform. Develop a roadmap for Salesforce modernization that reflects organizational priorities and capacity. Coordinate cross-functional workstreams across the team and internal stakeholders . Manage sequencing, dependencies, and risk across Salesforce modernization efforts. Optimize platform capabilities to increase user engagement, reduce complexity , and support long-term organizational needs. Establish governance standards and best practices for configuration, architecture, and usage across the organization. Champion data quality and stewardship practices to support dependable reporting, analytics, and operational use of Salesforce data. Support staff adoption through guidance, documentation, and training strategies to maximize platform utilization. Manage integration activities between Salesforce and other enterprise systems to deliver connections and operational continuity. Develop metrics and dashboards to track performance data, usage, and modernization outcomes. Lead release planning, testing cycles, and launch coordination for Salesforce updates. Provide executive leadership with updates on progress, risks, outcomes, and actionable insights for decision-making. 25% | Internal Systems Portfolio Leadership Oversee the broader portfolio of internal systems and tools to support workflows, productivity, and collaboration. Direct the evaluation, prioritization, and evolution of internal tools, including AI-enabled solutions, collaboration platforms, and productivity systems. Manage intake, prioritization, and coordination processes regularly across the portfolio to maintain delivery confidence. Balance modernization initiatives with continuing operational system needs to optimize overall business system performance. Align systems with organizational strategy, integrate platforms where appropriate, and ensure they deliver measurable value to staff. Monitor support performance across business systems, including ticket volume, user experience trends, and guide improvement initiatives as needed. 15% | Systems Governance & Oversight Collaborate with the team to support system changes with technical standards and governance frameworks. Apply governance expectations consistently while maintaining delivery momentum. Partner with Data Governance and cross-functional leaders to uphold policies, access controls, and stewardship practices. Support escalation and resolution of delivery, governance, or alignment risks. 10% | Team Leadership & Oversight Manage, mentor, and support the Business Systems Team. Define clear roles, responsibilities, and escalation paths within the team. Coordinate team efforts to meet initiative milestones and broader portfolio priorities. Champion a culture of accountability, collaboration, and continuous improvement. Remove blockers and provide direction so the team can operate staff effectively. KNOWLEDGE, SKILLS, AND EXPERIENCE Required: Bachelor’s degree in Information Systems, Computer Science, Business, or related field; or equivalent professional experience. Minimum of 5 years of experience leading or managing internal business systems. Minimum of 3 years of people management experience. Demonstrated experience leading large-scale Salesforce initiatives, including platform transformation or major system evolution. Demonstrated leadership and organizational experience. Proven ability to establish and execute system roadmaps for enterprise platforms. Proven ability to coordinate complex work across multiple teams and stakeholders. Experience reporting on initiatives’ progress, performance data, implementation risks, and business impact. Experience with strategic prioritization, sequencing, and risk identification for enterprise projects. Preferred: Salesforce certifications, such as Platform Administrator, Experience Cloud Consultant, Advanced Administrator, or equivalent credentials. Experience implementing AI-enabled workplace tools at scale. Experience with data governance frameworks and cross-functional collaboration. Experience leading stakeholder communication and engagement initiatives for enterprise systems. SUPERVISORY RESPONSIBILITIES This position reports to the Deputy Chief, Operations and may have up to 4 direct reports.