Basic information
Job Name:
Product Manager, Client Servicing
Location:
New York/340
Line of Business:
Global Technology & Solutions
Job Function:
Investor Services
Date:
Tuesday, August 27, 2024
Product Manager, Client Servicing
The Carlyle Group
Product
New York, NY, USA
Posted on Dec 17, 2024
Position Summary
This role is responsible for ensuring Carlyle’s Salesforce org is properly maintained at a platform level and continues to add functional capabilities to serve business stakeholders and processes across the firm as their needs change and evolve. The position will work closely with the Program Manager, scrum masters, business analysts, developers, testers, and application support resources within the Investor Relations (IR) Technology team, as well as the technology teams and business stakeholders across domains who are reliant on Salesforce as a foundational system of record.
The Salesforce Platform Owner is responsible for the following key functions:
- Develop a deep understanding of Carlyle’s Salesforce platform and how various stakeholders across the business leverage it in their daily activities.
- Work with business stakeholders across Investor Relations, Fund Management, and Corporate Services to identify new business capabilities, and evaluate whether Salesforce is the best solution.
- Work with the Salesforce stakeholders to prioritize implementation of new capabilities, bug fixes, and technical backlog items across domains, based on firm- and domain-level goals.
- Work with IR Technology team technical architect and Salesforce development team to define technical and platform-level backlog and communicate impact and priority of backlog items to the Salesforce steering committee as an input to the Salesforce roadmap.
- Continually assess team capacity in order predict a consistent delivery cadence and advise team leadership on potential changes to the resource model.
- Assess the skills of team members, and mentor and develop less experienced staff, with the goal of continually evolving and upskilling the team.
- Maintain the Salesforce platform roadmap, informed by business and technology team stakeholders’ prioritization. Review the roadmap with stakeholders quarterly and update based on changing business priorities.
- Work with the Salesforce business analysts and development team to refine backlog items needed to deliver on the value streams prioritized by Salesforce stakeholders, so that they can move forward with implementation.
- Work with the Salesforce development team to proactively identify Salesforce capabilities that could be leveraged by the business to make existing processes more efficient or effective, and present to the Salesforce steering committee for consideration.
- Take the lead in gathering and providing information about Carlyle’s Salesforce platform to support audit and regulatory processes.
- Manage relationships with vendors providing software and/or consulting services in support of Carlyle’s Salesforce platform in order to maximize Carlyle’s ROI in the platform.
Responsibilities
Value Stream Delivery
- Work with Salesforce delivery team to refine prioritized backlog items.
- Work with Salesforce development team on design of enhancements and bug fixes.
- Review implemented capabilities to ensure value is delivered as expected.
Roadmap Definition
- Work with business and technology stakeholders of the Salesforce platform to identify and prioritize needs.
- Develop and maintain Salesforce roadmap, and review and update with stakeholders quarterly.
Support
- Work with Salesforce Support team to refine support processes for the platform in order to reduce friction with business users.
- Work with Salesforce Support team to identify persistent support requests/incidents that could be mitigated by enhancements to the platform.
Innovation
- Work with Salesforce development team to identify Salesforce capabilities not currently being leveraged that may help the business work more effectively or efficiently.
Qualifications
Education & Certificates
- Bachelor’s Degree, required.
- Concentration in Information Systems, Computer Science, or Finance, preferred
Professional Experience
- Minimum 7 years of overall relevant experience, required.
- Knowledge and experience with Salesforce, required.
- Experience interfacing across business and technology, required.
- Experience as a platform owner or product owner for strategic projects that involve Salesforce development teams, required.
- Ability to identify approaches, risks, mitigation strategies.
- Financial services industry experience, a plus.
- Experience working in Agile/Scrum framework preferred.
- Strong communication skills required.
- Dedicated to exemplary customer service.
- Willingness to take on new responsibilities as the environment evolves and new skills are needed.
- Self-starter who takes initiative to accomplish tasks independently or with minimal guidance from supervisor.
- Flexibility in self-managing across a variety of tasks and adjusting as priorities change.
- Experience in leading a team of technology professionals with a wide range of skills and tenure.
Competencies & Attributes
- Mid-level proficiency in Microsoft Excel, Word, and PowerPoint, required.
- Experience in JIRA, Confluence, a plus.
Benefits/Compensation
The compensation range for this role is specific to Washington, DC and takes into account a wide range of factors including but not limited to the skill sets required/preferred; prior experience and training; licenses and/or certifications.
The anticipated base salary range for this role is $170,000 to $195,000.
In addition to the base salary, the hired professional will enjoy a comprehensive benefits package spanning retirement benefits, health insurance, life insurance and disability, paid time off, paid holidays, family planning benefits and various wellness programs. Additionally, the hired professional may also be eligible to participate in an annual discretionary incentive program, the award of which will be dependent on various factors, including, without limitation, individual and organizational performance.
Due to the high volume of candidates, please be advised that only candidates selected to interview will be contacted by The Carlyle Group.
Company Information
The Carlyle Group (NASDAQ: CG) is a global investment firm with $435 billion of assets under management and more than half of the AUM managed by women, across 606 investment vehicles as of June 30, 2024. Founded in 1987 in Washington, DC, Carlyle has grown into one of the world's largest and most successful investment firms, with more than 2,200 professionals operating in 29 offices in North America, Europe, the Middle East, Asia and Australia. Carlyle places an emphasis on development, retention and inclusion as supported by our internal processes and seven Employee Resource Groups (ERGs). Carlyle's purpose is to invest wisely and create value on behalf of its investors, which range from public and private pension funds to wealthy individuals and families to sovereign wealth funds, unions and corporations. Carlyle invests across three segments - Global Private Equity, Global Credit and Investment Solutions - and has expertise in various industries, including: aerospace, defense & government services, consumer & retail, energy, financial services, healthcare, industrial, real estate, technology & business services, telecommunications & media and transportation.
At Carlyle, we value diversity as a key driver of performance and success. Our CEO, Harvey Schwartz, has stated that, "To build better businesses and create value for all of our stakeholders, we are focused on assembling leadership teams with the strongest insights from a range of perspectives." Our aim is to cultivate a community where insights are continually exchanged and different perspectives are embraced. We recognize that diverse teams perform better and we are dedicated to leveraging diversity as a competitive advantage at Carlyle.