Manager, Business Systems Engineering

POSITION SUMMARY

The Manager, Business Systems Engineering will lead the design, development, delivery, and ongoing support of AbleNet’s business systems, with a strong emphasis on Salesforce CRM, marketing automation, and customer service technology. This role will manage a team responsible for building scalable solutions across Salesforce, Account Engagement, Marketing Cloud Engagement (MCE), and related platforms.

The Manager will partner closely with Marketing, Customer Experience, Revenue, and other business stakeholders to translate strategy into reliable, measurable, and well-governed technology solutions. The role is also responsible for anticipating system needs, resolving issues with urgency, and developing team members to deliver high-quality outcomes.

POSITION RESPONSIBILITIES

• Lead and develop Business Systems Engineering team members to achieve high standards, meet commitments, and support evolving business needs.
• Own the design, build, delivery, and ongoing optimization of solutions across Salesforce CRM, Account Engagement, Marketing Cloud Engagement (MCE), and connected applications.
• Translate marketing and customer service strategies into scalable system capabilities, including campaigns, lead management, segmentation, journeys, automation, case workflows, and customer communications.
• Partner with Marketing, Customer Experience, Revenue, and other stakeholders to define scope, requirements, priorities, success measures, and delivery plans.
• Manage day-to-day team deliverables with clear accountability, transparent stakeholder communication, and timely escalation of risks or barriers.
• Establish and enforce engineering standards for solution design, testing, documentation, release management, data quality, consent, and platform governance.
• Review, scope, approve, and validate business system requests and projects in collaboration with the Business Systems project team and business owners.
• Monitor platform health, integrations, automation performance, deliverability, and system incidents; coordinate break-fix resolution internally and with external partners.
• Maintain a prioritized roadmap and continuity plans for business-critical CRM, marketing automation, and customer service capabilities.
• Coach team members, promote cross-functional collaboration, and perform other duties as assigned.

CORE COMPETENCIES, SKILLS & ABILITIES

• Must have strong knowledge of marketing operations, customer lifecycle strategy, lead generation, segmentation, nurture, campaign execution, conversion, and performance measurement.
• Must be able to lead and teach teams in the effective use of Salesforce CRM, Account Engagement, Marketing Cloud Engagement (MCE), and related technologies.
• Must understand customer service operations and how technology supports case management, communications, service quality, and customer experience.
• Must be able to collaborate with Marketing, Customer Experience, Revenue, ERP, CRM, eCommerce, Analytics, website, and external technology stakeholders.
• Must be able to translate business goals into scalable technical solutions, roadmaps, and clearly defined delivery plans.
• Must be able to manage multiple projects and priorities while meeting deadlines and maintaining stakeholder transparency.
• Must demonstrate strong people leadership, coaching, delegation, decision-making, and accountability skills.
• Must have a high attention to detail and a strong commitment to testing, documentation, data quality, governance, and operational reliability.
• Must have strong written and verbal communication skills, including the ability to communicate technical concepts to non-technical audiences.
• Must exercise sound judgment and understand when to escalate risks, incidents, delivery concerns, or strategic decisions to leadership.
• Bachelor’s degree in a relevant field
• 6-8 years of Salesforce or marketing automation delivery experience
• 2-4 years of people management experience
• Required software and platform experience:
• Microsoft Office (Excel, Word, and Outlook)
• Salesforce Sales Cloud and/or Service Cloud
• Salesforce Account Engagement and Marketing Cloud Engagement (MCE)