Responsibilities
- Business immersion: In team meetings and learning workflows before anything touches a system.
- Problem intake: You surface problems instead of waiting for them, and push back on requests that aren't grounded in a real problem, including from people senior to you.
- Requirements authorship: You write and own the requirements.
- Light Salesforce configuration: Reports, dashboards, simple flows, field updates, and basic config within the published data model.
- Solutioning with your pod: You and your AI Ops partner decide together whether a fix is a Salesforce change, an automation, or an AI agent. You own the workflow context and requirements, build the light pieces, and partner on the AI-led pieces.
- Non-Salesforce systems: You own the roadmap and prioritization for your pod's tools, like Zoom Contact Center, Calendly, and Zapier.
- Roadmap visibility: A transparent roadmap of your builds, shared broadly.
- Systems enablement: You own onboarding, refreshers, and adoption for your function, and getting people using the systems well.
Requirements
- High agency: You decide what needs doing and drive it to shipped without waiting to be told.
- 6+ years in a business analyst, ops, or systems role, ideally high-volume, with the seniority to hold your ground with senior leaders.
- High Salesforce fluency, specifically experience building in the platform.
- Evidence you build beyond a CRM: an automation, an AI agent, a scripting habit, an integration. You treat Salesforce as one system among several.
- Strong discovery instincts: You interview stakeholders, observe workflows, and don't take a doc at face value.
- You get productive in an unfamiliar system or domain quickly, and you don't wait for a map.
- Real project management: You own timelines, surface risk early, and keep everyone aligned when they all think their thing is top priority.
- Clear, direct communication: You can tell a senior leader their requirement isn't ready and explain why.
- An AI-first, automation-first mindset with disciplined judgment.
Nice to Have
- Admin certification preferred.
Benefits
- Unlimited Paid Time Off
- Work from anywhere in Canada and USA
- Health and Dental benefits
- Up to $1,500 USD/ $2,025 CAD towards IT set up for your home
- Up to 2% matching RRSP / 401K
- Learning and Development opportunities
- Up to $50 USD/ $67.50 CAD towards Internet/Cell phone service
Team
Team size: 350+. Structure: Reports to Director, AI & Operational Transformation. Closest working relationship is AI Ops partner in a two-person pod. Also works closely with Systems Architect and Support, Customer Success, and Operations leadership.
How you'll spend your time
- 40% discovery, requirements, and business immersion. The core of the job. In team meetings, learning workflows, writing specs, pushing back on requests that aren't ready.
- 40% light system work and ownership. Light Salesforce configuration within the published data model (reports, dashboards, simple flows, field updates), triage, and roadmap ownership for your pod's non-Salesforce tools (Zoom Contact Center, Calendly, Zapier, etc). Increasingly, AI-built solutions with your AI Ops partner.
- 20% coordination, communication, and roadmap management.
What you don't do
- Build without scoping or take build orders directly from the business.
- Heavy Salesforce development, the object model, and integration contracts.
What great looks like
- You define scope, requirements, and a clear definition of done for every build.
- You find the problems worth solving before anyone files them, and teams trust you to shape the fix.
- You and your AI Ops partner ship what neither of you could alone.
- You set the foundation and process; they optimize and scale it, so the output is a multiple of either input.
- You know your function's workflows and available tools well enough to push back and provide clear guidance on paths forward.
