What are the responsibilities and job description for the Senior Manager, Technology Operations position at National Apartment Association (Naahq)?
Description
The Senior Manager Technology Operations oversees the daily execution of system processes within a Salesforce-centric production environment. This role ensures effective technology operations, user support and training. The Manager collaborates cross-functionally to deliver high-quality support and technical guidance across the organization, leveraging deep expertise in the NAA application ecosystem. Key deliverables include comprehensive documentation of processes, procedures, policies, and application configurations.
This position includes direct supervision of a small team focused on operations and project support. Performance is measured by adherence to service level agreements, achievement of team KPIs, accuracy of documentation, and timely execution of production tasks.
Principal Accountabilities
Manage External CRM Support Requests
The National Apartment Association (NAA) serves as the leading voice and preeminent resource through advocacy, education and collaboration on behalf of the rental housing industry. As a federation of 139 state and local affiliates, NAA encompasses over 113,000 members representing more than 13.7 million apartment homes. NAA believes that rental housing is a valuable partner in every community that emphasizes integrity, accountability, collaboration, responsibility, inclusivity and innovation. To learn more, visit www.naahq.org.
Benefits Overview
While performing the duties of the job, the employee is regularly required to sit, use hands to finger, handle or feel objects, tools or controls; reach with hands and arms. The employee may occasionally lift up to 20 pounds.
Work Environment
Work is regularly performed in a professional office environment and routinely uses standard office equipment.
The Senior Manager Technology Operations oversees the daily execution of system processes within a Salesforce-centric production environment. This role ensures effective technology operations, user support and training. The Manager collaborates cross-functionally to deliver high-quality support and technical guidance across the organization, leveraging deep expertise in the NAA application ecosystem. Key deliverables include comprehensive documentation of processes, procedures, policies, and application configurations.
This position includes direct supervision of a small team focused on operations and project support. Performance is measured by adherence to service level agreements, achievement of team KPIs, accuracy of documentation, and timely execution of production tasks.
Principal Accountabilities
Manage External CRM Support Requests
- Collaborate with developers, vendors, or internal stakeholders to troubleshoot and resolve deep technical issues.
- Maintain documentation of recurring issues and solutions to improve future support processes.
- Identify requests that need to go through NAA’s Project Review Team.
- Customize and configure CRM features to align with business goals.
- Work with departments (e.g., sales, marketing, customer service) to understand their needs and translate them into CRM solutions.
- Identify automation opportunities and implement workflows to improve efficiency.
- Stay current with CRM trends, tools, and integrations.
- Assess new platforms, plugins, or enhancements that could improve the CRM ecosystem.
- Provide product knowledge to the project as support for enhancements.
- Ensure CRM data is accurate, complete, and up to date by Implement regular audits
- Identify data quality issues and develop strategies to address them.
- Create and maintain standards for data entry, process compliance, and system usage.
- Monitor adherence to these standards and provide training or corrective actions as needed. Use dashboards and reports to track data quality and process performance.
- Provide leadership, mentorship, and performance management for a team.
- Assign tasks, set priorities, and ensure timely delivery of projects.
- Foster a collaborative and innovative team culture.
- Assess team capacity and skill gaps.
- Participate in hiring, onboarding, and training of new staff. Recommend promotions, role changes, or professional development opportunities.
- Perform Other Duties as Assigned
- Adheres to Data Accuracy Policy
- 2-4 years in a supervisory role in a systems management capacity
- Salesforce production experience
- 1-2 years’ staff management experience
- Nimble experience
- Salesforce proficiency specifically Sales Cloud, Service Cloud, Pardot, Agent Force and Communities
- Project management experience
- Salesforce Advanced Administrator certification
- Salesforce Administrator certification (SCA)
The National Apartment Association (NAA) serves as the leading voice and preeminent resource through advocacy, education and collaboration on behalf of the rental housing industry. As a federation of 139 state and local affiliates, NAA encompasses over 113,000 members representing more than 13.7 million apartment homes. NAA believes that rental housing is a valuable partner in every community that emphasizes integrity, accountability, collaboration, responsibility, inclusivity and innovation. To learn more, visit www.naahq.org.
Benefits Overview
- Flexible Hybrid schedule (2 days in office)
- Competitive pay
- Growth focused, ‘people first’ company culture
- Generous PTO and sick leave
- Health, vision, dental and more including newly added infertility coverage!
- 11 NAA holidays 1 floating holiday of your choice!
While performing the duties of the job, the employee is regularly required to sit, use hands to finger, handle or feel objects, tools or controls; reach with hands and arms. The employee may occasionally lift up to 20 pounds.
Work Environment
Work is regularly performed in a professional office environment and routinely uses standard office equipment.