The Director of Operations (CRM), is responsible for maintaining and enhancing IAB’s Salesforce platform. Overseeing a team of (internal and contract) technical resources, this position works hand-in-hand with the individual business lines to determine IAB’s application strategy and deliver innovative, fit for purpose solutions on time and on budget.
Duties and Responsibilities (include but not limited to):
Manage and provide direction to technical contracting resources.
Working closely with all departments to set strategy for IAB’s CRM and related applications.
Work collaboratively within the team and across the organization to design and develop innovative, fit for purpose solutions to translate strategy into execution.
Manage CRM staff (Business Analysts & Developers), including annual performance reviews, staff development, and training plans.
Work with IT and Operations senior management to develop operational and project budgets relating to CRM.
Manage the development lifecycle of identified systems and manage technical risk.
Perform analysis oversight and guidance of the designed solutions provided by technical staff.
Lead regular status meetings with the technical team to ensure development objectives are being achieved.
Develop work plans, goals, and objectives, and evaluates project progress in relation to staff activities.
Provide technical leadership and guidance in large-scale projects such as new platform releases, major functional enhancements, and module migrations.
Keep management well informed of the status of implementation and development efforts and serves as a liaison between the technical team and business lines.
Regularly assess service quality and provide transparency to results.
Perform vendor evaluation and ratings.
Perform other duties and projects as assigned.
Professional Experience / Requirements:
Requires a bachelor degree in a relevant technical discipline or minimum of 10 years in relevant field.
3+ years’ experience implementing and administering CRM systems (Salesforce or Other).
4+ years’ experience with custom reporting, modifying pages, views, and dashboards.
3+ years’ experience with Salesforce.com platform development.
3+ years’ experience working with workflows and triggers to automate tasks.
5+ years’ experience in a customer facing role and proven ability to provide high-quality service to customers.
Strong working knowledge of the Salesforce technical environment and the various elements used to expand and integrate with both cloud platforms.
Proven ability to understand underlying business problems in order to recommend appropriate technology-enabled solutions that address the needs of the business area and the overall strategic needs of the organization.
Ability to prioritize and handle multiple tasks while meeting deadlines.
Strong sense of urgency and ability to work calmly and effectively in stressful situations.
Excellent oral and written communication skills, especially when working with functional users.
Additional Knowledge, Skills, Technologies, and Abilities:
Proven project management skills, including Agile PM methodology
Strong written and verbal communication skills
Self-starter, strong analytical skills with the ability to learn quickly
Strong leadership skills
MS Office Suite
IAB is an equal employment opportunity employer in accordance with federal, state, and local law. This position requires the final candidate to successfully pass an E-Verify check.
The Interactive Advertising Bureau (IAB) empowers the media and marketing industries to thrive in the digital economy. It is comprised of more than 650 leading media and technology companies that are responsible for selling, delivering, and optimizing digital advertising or marketing campaigns. Together, they account for 86 percent of online advertising in the United States. Working with its member companies, the IAB develops technical standards and best practices and fields critical research on interactive advertising, while also educating brands, agencies, and the wider business community on the importance of digital marketing. The organization is committed to professional development and elevating the knowledge, skills, expertise, and diversity of the workforce across the industry. Through the work of its public policy office in Washington, D.C., the IAB advocates for its members and promotes the value of the interactive advertising industry to legislators and policymakers. Founded in 1996, the IAB is headquartered in New York City and has a West Coast office in San Francisco.