Vibrant Emotional Health’s groundbreaking solutions have delivered high quality services and support, when, where and how people need it for over 50 years. Through our state-of-the-art technology-enabled services, community wellness programs, and advocacy and education work, we are building a society in which emotional wellness can be a reality for everyone. Vibrant Emotional Health’s Contact Center (Here2Help Connect) is at the cutting edge harnessing new technologies to expand methods in which consumers can receive clinically sound behavioral health services. H2H Connect operates various hotlines, including New York City’s NYC 988, New York State’s HOPEline, the National Suicide Prevention Lifeline, the national Disaster Distress Helpline, and the NFL Life Line. H2H Connect continues to grow as new managed care arrangements and new technologies make it possible to reach more people in distress through more channels. The contact center currently provides crisis intervention and information and referrals to over 40,000 people every month and we expect this number to continue to grow.
CRM Delivery Manager
Location
United States
Posted
15 days ago
Salary
Not specified
No structured requirement data.
Job Description
Role Description
The Delivery Manager ensures smooth, predictable, iterative delivery across Salesforce initiatives while also gathering requirements, documenting processes, and writing user stories. The role integrates Agile delivery leadership with hands-on business analysis to support multi-org Salesforce programs, technical debt management, and cross-functional alignment.
- Assist in stakeholder interviews and workshops to gather requirements
- Produce process maps, workflow documentation, and system impact analyses
- Assist in user stories creation with clear acceptance criteria and definitions of ready
- Assist in sprint ceremonies (planning, refinement, standups, reviews, retros)
- Manage backlog prioritization and technical debt across sprints
- Coordinate with Product, Engineering, QA, Data, Telephony, and vendors
- Lead RCA (root cause analysis) efforts and maintain preventive improvement logs
- Ensure Jira governance, workflow consistency, automation, and reporting
- Support UAT planning and execution
- Drive continuous improvement and Agile maturity across teams
Qualifications
- Bachelor’s degree in Business, Economics, Data Analytics, or related field (experience may be considered in lieu of a degree)
- 5+ years of experience in Delivery Management, Agile PM, or hybrid roles
- Salesforce experience required; Salesforce Admin or BA certification preferred
- Jira workflow and reporting experience strongly preferred
- Experience supporting multi-org Salesforce environments and integrations
- Familiarity with contact center technologies, data governance, and enterprise delivery frameworks
Requirements
- Agile Delivery & Scrum Facilitation
- Business Analysis & Requirements Gathering
- Process Mapping & System Thinking
- Jira Administration & Workflow Governance
- Communication
- Technical Aptitude with Salesforce & Integrated Platforms
Benefits
- Excellent comprehensive benefits, including medical, dental, vision, supplemental income insurance
- Employer paid disability insurance
- Employer paid life insurance
- Pre-tax FSA for medical and dependent care
- 401K available
Job Requirements
- Bachelor’s degree in Business, Economics, Data Analytics, or related field (experience may be considered in lieu of a degree)
- 5+ years of experience in Delivery Management, Agile PM, or hybrid roles
- Salesforce experience required; Salesforce Admin or BA certification preferred
- Jira workflow and reporting experience strongly preferred
- Experience supporting multi-org Salesforce environments and integrations
- Familiarity with contact center technologies, data governance, and enterprise delivery frameworks
- Agile Delivery & Scrum Facilitation
- Business Analysis & Requirements Gathering
- Process Mapping & System Thinking
- Jira Administration & Workflow Governance
- Communication
- Technical Aptitude with Salesforce & Integrated Platforms
Benefits
- Excellent comprehensive benefits, including medical, dental, vision, supplemental income insurance
- Employer paid disability insurance
- Employer paid life insurance
- Pre-tax FSA for medical and dependent care
- 401K available
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