Note: The job is a remote job and is open to candidates in USA. DIRECTV is seeking a senior technology strategist and technical advisor for its Customer Care Operations Project Management team. The role will shape the Salesforce/DIRECTV360 technology roadmap, validate business requirements, assess technical feasibility and risks, and support investment decisions for customer care and call center operations, including TSA-related migration initiatives.
Responsibilities
- Maintain and continuously evolve the 2 – 3-year Salesforce/DIRECTV360 technology roadmap, ensuring it reflects current business priorities and platform capabilities
- Monitor Salesforce platform releases, features, and capabilities relevant to call center operations, proactively identifying opportunities and risks
- Provide technical feasibility input and identify sequencing dependencies to support sound roadmap prioritization decisions
- Support prioritization decisions tied to the ongoing Transition Services Agreement (TSA) separation and system migration strategy
- Leverage established relationships with IT and Salesforce Program Managers to maintain visibility into upcoming platform changes, dependencies, and cross-team initiatives
- Partner directly with Strategy team leadership to shape, validate, and communicate roadmap decisions to stakeholders
- Translate business needs into requirements formatted clearly and effectively for IT development teams, reducing ambiguity and rework
- Partner in discovery and requirements grooming sessions, providing Salesforce/DIRECTV360 technical expertise to ensure requirements are technically sound and complete before handoff to delivery teams
- Maintain access to IT's development and tracking tools (e.g., Jira) to independently review and spot-check how requirements and stories have been entered, ensuring accuracy and completeness
- Serve as a liaison between business stakeholders and IT development teams, closing communication gaps and reducing miscommunication or missed requirements
- Independently validate technical feasibility assessments provided by IT development partners
- Advise the Strategy team on best practices for structuring and documenting requirements, drawing on prior IT development experience
- Provide technical input on cost, effort, and complexity considerations to support finance-facing ROI business cases
- Assess technical risk for proposed Salesforce-based solutions as needed
- Partner with Finance and Strategy team leadership on investment prioritization discussions, particularly for TSA-related migration initiatives
Skills
- Equivalent experience will be considered
- Additional Salesforce certifications a plus, such as Salesforce AI Specialist and Salesforce Data Cloud/Data360
- SAFe (Scaled Agile Framework) certification a plus
- PMP (Project Management Professional) certification or equivalent a plus
- Demonstrated ability to bridge business strategy, customer operations, Salesforce platform expertise, enterprise data strategy, AI-enabled solutions, and technology delivery to support roadmap planning and investment decisions
- Proven ability to translate business requirements into technically sound specifications for development teams, with a track record of reducing rework and miscommunication between business and IT
- Relevant professional experience in a Salesforce technical, IT product/application support, or related technology role; specific years of experience to be determined based on demonstrated expertise and platform depth
- Strong working relationships across IT, Salesforce Program Management, and cross-functional technology teams, with the ability to move quickly and contribute with minimal ramp-up time
- Exceptional analytical and problem-solving skills; able to evaluate technical feasibility and translate complex platform capabilities into clear guidance for business stakeholders
- Excellent written and verbal communication skills; able to communicate effectively with business stakeholders, IT development teams, vendor partners, and senior leadership
- Proven ability to manage competing priorities across roadmap, requirements, and business case workstreams simultaneously
- Demonstrated financial and business acumen to support cost/effort estimation and investment prioritization discussions
- This position requires, but is not limited to, 20% travel
- This is a remote position that can be located anywhere in the United States, with the exception of Alaska
- Bachelor's degree in Business Administration, Information Technology, Computer Science, or a related field preferred
- Salesforce Administrator certification preferred
- Subject matter expertise in the Salesforce platform preferred, with hands-on experience in Salesforce architecture, capabilities, and implementation within a Customer Care/Call Center or similar operational environment
- Experience with IT development and tracking tools (e.g., Jira) and familiarity with how technical requirements, user stories, and capabilities are structured and documented preferred
- Strong understanding of Salesforce platform roadmap, releases, and emerging capabilities (including AI-enabled and data strategy features) relevant to Customer Care operations
Benefits
- This is a remote position that can be located anywhere in the United States, with the exception of Alaska.
- Bonus and benefits are provided as part of the total compensation package.
Company Overview
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