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Title

Director, Salesforce Product Management  
Category National Initiatives - National Homeownership Program  
Description

NeighborWorks America: Working Together for Strong Communities

Purpose of Division:

The National Initiatives Division of NeighborWorks America (NW) is responsible for developing, testing, and managing innovative national programs and services designed in support of the approximately 250 NeighborWorks Organizations with the overall objective of sustaining a network of excellence that creates opportunities for people to purchase affordable homes, improve their lives and strengthen their communities.

In addition, the division oversees grant programs beyond the NeighborWorks Network, including other non-profit and governmental agencies throughout the country. The areas of focus within National Initiatives include homeownership and lending, financial capability, green strategies, community and resident engagement, community stabilization, real estate and the national foreclosure mitigation counseling program.

NeighborWorks America has embarked on a multi-year, large-scale tech product development effort to realign its existing housing counseling services onto the Salesforce platform. This new tech product – NeighborWorks Compass® - will support both housing counseling and education industry and NeighborWorks Organizations (NWOs) in achieving greater sustainability, scale, efficiency, and impact through operational change.

Position Summary:

The Director, Salesforce Product Management provides strategic leadership and vision for future product builds while also directing the operational support teams to the user communities of NeighborWorks Compass®, the Salesforce-based application that supports the housing counseling field. The Director analyzes business requirements for the product, identifying gaps between current and desired end states, and ensures that the product maintains a cohesive vision and is aligned with business objectives.

The Director leads the onboarding and support teams, with a focus on providing excellent customer service from the point at which a new user purchases the product, through setup and onboarding, through to daily adoption and use of the tool. The Director monitors customer support feedback and support metric reporting to ensure that support team members are meeting customers’ needs and delivering service that meets or exceeds the support expectations in the Subscription Agreement. This position requires a thorough understanding of the business functions of the tool, an ability to conduct troubleshooting required to resolve support tickets, and the ability to engage with a diverse group of users from the NeighborWorks Network as well as from the broader housing counseling and education industry. The Director collaborates with the quality assurance team to ensure solutions are designed to meet customer needs and are accurately documented in the technical support knowledgebase.

“Due to the current pandemic circumstances and our commitment to provide the highest care for our community, NeighborWorks America requires all new employees to be fully vaccinated against COVID-19 before being hired. Candidates should be prepared to submit proof of COVID-19 vaccination upon hire or discuss accommodations in line with COVID-19 safety protocols.”

Essential Duties/Responsibilities:

  • Drive product vision and requirements, defining functional specifications to deliver an efficient user experience. Identify business trends utilizing real data, compile analysis reports to applicable stakeholders and ensure development aligns with emerging business trends.
  • Create product usage metrics to iteratively build and improve product strategy and roadmap.
  • Understand and profile high value onboarding practices, especially at scale, and leverage self-service Salesforce training and knowledgebases to continually improve onboarding process for customers.
  • Use customer feedback, product requirements, and stakeholder preferences to evaluate, prioritize, and rank which features or enhancements will be worked on, promoted, and pushed to production.
  • Facilitate functional requirements definition with design and tech partners while identifying dependencies and relative priority. Decompose defined requirements into document releases, epics, functional requirements to designer and developer-ready user stories and acceptance criteria.
  • Assist quality assurance team in generating test cases, assist with QA and UAT testing.
  • Provide guidance and support to the customer support function, helping to troubleshoot and resolve Tier 2 and 3 helpdesk tickets.
  • Provide guidance on defining the scope and service level for the customer support function.
  • Provide input and support in developing plans for deploying NeighborWorks Compass to customers and help with implementing the deployment strategy.
  • Work the Manager, Customer Experience and Product Promotion.in customer engagement to deliver roadmap updates, get product feedback, feed that information back into our development, onboarding and customer engagement processes, and identify additional challenges and opportunities.
  • Proactively leverage counseling and social enterprise best practices to deepen understanding of customers across their lifecycle
  • Other job-related duties as assigned.

Nature of Work Contacts:
Internal Divisions - Information Technology and Services, Field Operations, National Initiatives, Training, Marketing and Communications, Corporate Strategy and Impact, NeighborWorks leadership and NeighborWorks Compass Team; Salesforce Implementation Contractors; Salesforce Account Manager; Network Organization leadership and staff; and NeighborWorks Compass customer base.

Fiscal Responsibilities:
None

 
Position Requirements


Required Minimum Qualifications:
(a) Education: A Bachelor’s degree in a related field and 5-7 years of related professional or personal experience in the business management, information technology, community development or non-profit management field, with a focus on relationship management or project management, or an equivalent combination of education.


(b) Experience:

  • 7 or more years of experience in product management.
  • Deep knowledge of the nonprofit affordable housing counseling field.
  • Experience working cross-functionally with Product Management, Design, Engineering, IT, Operations, Program Management, Marketing, Sales and Customer Support.
  • Direct experience using iterative, agile, and lean methodologies.
  • Understanding of the Salesforce ecosystem products especially those related to social enterprises
  • Track record of customer success marked by positive references/feedback from customers.
  • Top notch written and oral communication skills, including experience presenting to executive leadership, business process flows, participating in the sales cycle, and resolving sensitive customer escalations.
  • A collaborative working style that brings out the best in team members from diverse backgrounds with complimentary skills.
  • 2-4 years’ experience in a supervisory or team lead role.

 

(c) Licenses, Certifications:


(d) Competencies, Knowledge, Skills & Abilities:

General:

  • Ability to work in a fast-paced environment managing multiple deadlines and requirements.
  • Exceptional writing and verbal communication skills.
  • Proven organizational and time-management skills.
  • Proven ability to provide quality assurance support to the internal team as well as product support to end-users.
  • Demonstrated ability to provide high quality customer service and communicating on varied level of product understanding.
  • Ability to engage with users in the field in a professional way with a focus on addressing their challenges and articulating complex technical solutions in a user-friendly manner.

(e) NeighborWorks America Staff are expected to demonstrate excellence in the following:

  • Sensitivity to racial, gender, sexual orientation and cultural differences
  • Effective, respectful, and timely communications with internal and external stakeholders
  • Listening effectively, seeks and accepts feedback
  • Effective teamwork
  • Analytic, thoughtful and strategic thinking
  • Considering the mission, objectives, and goals of NeighborWorks and demonstrating an understanding of the impact of her/his/their decisions and behavior on the organization

(f) Technology: Salesforce, MS Office Suite, PowerPoint

Preferred Qualifications:

Experience with Salesforce and working with the nonprofit affordable housing counseling industry.

Working Conditions:
(a) Travel: 5%
(b) Physical/Sensory Demands: This is job that requires significant screen time.

 
Duration Continuous  
Salary Range  
Division National Initiatives  
Department National Homeownership Programs  
Travel up to 5% when COVID travel restrictions are lifted  
Working Conditions This job requires significant screen time.  
Close Date 10/29/2021  
Location (Remote) location  
EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.  

This position is currently not accepting applications.

To search for an open position, please go to http://NeighborWorksAmerica.appone.com

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