Job Description

Job Summary:
Information and Technology Services (ITS) is looking for a Salesforce Program Manager to join the Enterprise Application Services team within ITS.

The Salesforce Program Manager will help shape the University's enterprise Salesforce strategy and lead the delivery and ongoing operation of its Salesforce services. The role supports the Salesforce Center of Excellence (SFCOE) in planning for future needs, managing day-to-day priorities, and delivering major initiatives, including Education Cloud for student recruitment and advising.

The Program Manager will supervise Salesforce developers and business systems analysts (BSAs), guide solution architecture, and work with university stakeholders to turn business needs into secure, sustainable solutions.

Who we are:
Information and Technology Services (ITS) supports U-M faculty, researchers, staff, and students in their use of technology to teach, learn, research, and work, and be leaders in their fields. We are dedicated to creating cohesive digital experiences and promoting university wide innovations. ITS's mission is to be trusted enablers of technology for the U-M community. ITS works together to provide cohesive digital experiences and seamless support to the U-M community. For more information about ITS, visit: https://its.umich.edu/about

Responsibilities:
Partner with SFCOE leadership on Salesforce strategy, service planning, roadmaps, investment priorities, and governance.
Lead the planning and delivery of enterprise Salesforce initiatives, particularly Education Cloud implementations for recruitment, advising, and student success.
Manage operational needs, including service requests, production issues, enhancements, release planning, and support priorities.
Supervise, coach, and set priorities for Salesforce developers and BSAs, balancing project delivery with ongoing service commitments.
Guide architecture and solution design across applications, data, integrations, security, automation, and user experience.
Partner with stakeholders to define requirements, scope, timelines, dependencies, and measures of success.
Coordinate testing, data migration, change management, deployment, and transition to operational support.
Manage vendor and implementation partner deliverables, identify risks, and provide clear recommendations to sponsors and governance groups.
Required Qualifications:
Bachelor's degree in information technology, computer science, business administration, or a related field, or an equivalent combination of education and relevant experience.
Experience managing complex Salesforce programs and ongoing platform operations.
Experience designing or leading Salesforce solution architecture, including data, integration, and security decisions.
Experience implementing or supporting Salesforce Education Cloud, preferably in recruitment, advising, student success, or other higher education processes.
Experience supervising Salesforce developers and BSAs, including work prioritization, coaching, and delivery oversight.
Strong knowledge of Salesforce configuration, development practices, release management, and platform governance.
Ability to connect strategic goals with practical delivery plans and operational priorities.
Strong communication and stakeholder management skills.
Desired Qualifications:
Experience with Experience Cloud, Marketing Cloud, Data Cloud, Education Cloud, or other Salesforce technologies.
Experience with enterprise integrations, student data, privacy requirements, and identity and access management in higher education.
Experience developing platform roadmaps, service models, and standards for a Salesforce Center of Excellence.
Preferred Salesforce Certifications

Salesforce Certified Platform Administrator and Salesforce Certified Education Cloud Consultant.
Salesforce Certified Application Architect or Salesforce Certified System Architect, reflecting the role's architecture design responsibilities.
Salesforce Certified Business Analyst, Platform Data Architect, or Platform Integration Architect.
Certifications relevant to the services managed, such as Experience Cloud Consultant or Marketing Cloud Engagement Administrator.