Circular Action Alliance

Manage and optimize producer-facing Salesforce platforms, lead UAT, and coordinate with IT and business teams to ensure system enhancements meet organizational needs. | Requires 5+ years in CRM management, Salesforce experience, and skills in system analysis, project coordination, and cross-department collaboration. | Role Overview The Manager, Producer Solutions & Product Owner (Salesforce) owns the suite of producer-facing platforms by defining the roadmap, prioritizing enhancements, and translating business goals into system requirements that enable internal teams to execute producer onboarding, compliance, reporting, and engagement workflows. This role leads day to day oversight of platform functionality, coordinates User Acceptance Testing (UAT) and business readiness, supports requirements for regulatory updates, and drives cross functional alignment across operations, finance, communications, and compliance. Focused on enabling rather than operating these systems, the Manager ensures internal teams are equipped to act, supports change management and training, and partners with IT to continuously improve platform capabilities while supporting others in daily operational execution and technical Salesforce Administration. Key Responsibilities Product Ownership and Roadmap Leadership * Define andmaintainthe roadmap for producer-facing Salesforce capabilities across Sales Cloud, Service Cloud, Marketing Cloud Account Engagement (MCAE), Experience Cloud, and related workflows. * Translate organizational goals, regulatory requirements, and departmental needs into clear system requirements, user stories, and acceptance criteria. * Prioritize enhancements, fixes, and new capabilities based on business value, operational impact, and compliance timelines. * Ensure platform capabilities align to producer onboarding, reporting, compliance, andengagementworkflows executed by internal teams. Salesforce Platform Optimization * Sales Cloud:Oversee capability improvements supporting lead intake, producer registration, onboarding workflows, and compliance tracking. Ensure data structures and workflows supportreal timevisibility for key users and process owners. * Service Cloud:Optimizecase management tools, routing, knowledgebase integration, and reporting structures to enhance producer support operations. Coordinate with IT on configuration updates, workflow automation, and emerging AI analytics tools that support internal teams. * Marketing Cloud Account Engagement (MCAE):Coordinate with IT to ensure MCAE is configured to support internal teams’ campaign, journey, and segmentation strategies. Collaborate with communications and engagement teams to understand needs and ensure platform capabilities align, while not directlyoperatingcampaigns. * Experience Cloud (Producer Portal):Improve portal functionality,submissionsworkflows, account management features, and compliance related producer transactions. Validate that portal capabilities support internal teams’ producer-facing processes. Ensure Knowledge Base structures, permissions, and integrations support the team’s ability to publish, organize, andmaintainproducer resources. Partner with IT to coordinate enhancements, troubleshoot issues, andoptimizethe overall portal experience for producers and internal team workflows. IT Relationship Management * Collaborate with IT to collect, document, and communicate business requirements for CRM, Producer Portal, and MCAE enhancements. * Participate in release planning and coordination, including scheduling, testing, deployment planning, and post-release validation. * Track, escalate, and help resolve technical issuesimpactingproducer relatedworkflows, partnering closely with IT and business teams. * Lead User Acceptance Testing (UAT) cycles, including test case development, coordination with business stakeholders, and validation of new features or fixes. * Advocate for business needs in technical discussions, clearly articulating operational priorities and system capability requirements. * Maintain continuous communication with IT on project status, blockers, risks, and feedback loops. UAT, Governance, and Release Readiness * Lead UAT planning, execution, and feedback consolidation across producer-facing business functions. * Ensure enhancements meet acceptance criteria and business readiness standards prior to deployment. * Govern system logic, business rules, workflow definitions, and compliance related requirements to ensure accuracy and consistency across releases. * Maintain process and capability documentation for producer-facing systems. Cross Functional Alignment * Partner with operations, finance, communications, compliance, and producer services teams to understand process needs and translate them into system capabilities. * Serve as the primary business owner in Salesforce producerplatformsdiscussions, ensuring alignment across teams and clarity on requirements and dependencies. Change Management and Enablement * Develop training content, SOP updates, and internal communication materials for new or updated system capabilities. * Train internal teams on how to use Salesforce enhancements and producer portal capabilities to support onboarding, reporting, and service workflows. * Promote best practices in system usage and data stewardship.   Continuous Improvement and Innovation * Identifyopportunities to enhance CRM and portal capabilities through workflow optimization, automation, segmentation strategies, anddata drivenimprovements. * Monitor system performance, user feedback, and operational challenges to inform roadmap updates and continuous improvement initiatives. * Evaluate and propose innovative solutions supporting compliance, reporting, and producer engagement. * Otherjob-relatedduties as assigned. Skills & Competencies * Demonstrated ability to translate business needs into system requirements, user stories, and structured acceptance criteria. * Experience coordinating UAT cycles, system releases, and cross functional project teams. * Proficiencywith JIRA or similarissueand deployment tracking tools. * Strong analytical skills with proven ability toidentifysystem improvements and operational efficiencies. * Ability to collaborate effectively across departments, including operations, communications, finance, compliance, and customer service. * Excellent communication, facilitation, and decision-making skills. Preferred * Experience in EPR environments, nonprofits, startups, or trade associations. * Familiarity with compliance driven business processes, reporting cycles, or regulatory system requirements. * Salesforce certifications such as Business Analyst, Sales Cloud Consultant, Service Cloud Consultant, or Experience Cloud Consultant. * Experience with MCAE features including segmentation, engagement tracking, and journey architecture. * Understanding ofdata governance best practices and CRM data model design. * Familiarity with Microsoft 365, including Teams, Word,Exceland PowerPoint * Familiarity with Microsoft Copilot Qualifications * Bachelor’s degree in Data Science, Business Analytics, Business Information Systems, Marketing, ora relatedfield. * 5+years of experience in CRM management, business systems analysis, product ownership, data analytics, or similar fields. * Hands-on experience with Salesforce Sales Cloud, Service Cloud, Experience Cloud, and Marketing Cloud Account Engagement (MCAE). Compensation & Other Information * Location: Remote * Pay Rate: Based on a variety of factorsin accordance withapplicable law including the successfulcandidate’srelevant experience, skills,knowledge,and experience. * Reports To: Senior Manager, Producer Services Operations Circular Action Alliance is an equal employment opportunity employer. All qualified applicants for employment will be considered without regard to race, color, religion, sex (including pregnancy, childbirth, lactation, and related medical conditions), national origin, military or veteran status, sexual orientation, gender identity, age or any other category protected by applicable federal, state, or local law. If you require accommodation as part of the application process, please contact careers@circularaction.org [careers@circularaction.org].

Manage and optimize the organization's SharePoint intranet and knowledge systems, ensuring content quality, governance, and user engagement. | Experience in managing digital workplace platforms, knowledge management, content governance, and familiarity with AI tools like Copilot, with at least 5 years of relevant experience. | Role Overview The Manager, Digital Experience & Knowledge Management serves as CAA’s digital workplace lead and enterprise knowledge librarian, responsible for designing and managing the organization’s SharePoint‑based intranet, overseeing content governance and ensuring employees have seamless access to accurate, reliable and well‑organized information. Reporting to the Senior Manager, Internal Communications, the Manager drives continuous improvement in digital employee experience, oversees content architecture and lifecycle governance and enables smarter, more efficient knowledge sharing. This role also champions the adoption of AI‑powered tools, including Copilot, to modernize workflows, enhance search and improve organizational productivity. The ideal candidate brings deep expertise in SharePoint and digital workplace platforms, strong information architecture and governance instincts, and a passion for building intuitive, employee‑centered digital experience. Key Responsibilities Digital Workplace Platform Strategy & Intranet Management * Lead the design, build and ongoing management of CAA’s SharePoint‑based intranet, ensuring an intuitive, engaging and scalable employee experience * Develop and manage site architecture, navigation, templates, permissions and structural standards that support seamless employee workflows and content discovery * Partner with IT, vendors and internal stakeholders to implement enhancements, integrations and platform capabilities * Establish and maintain digital workplace governance frameworks to ensure consistency across all intranet and departmental areas Knowledge Management and Governance * Serve as CAA’s KMS Librarian, responsible for maintaining taxonomy, metadata, tagging standards and overall system structure to ensure consistency and usability across the organization * Define and enforce KMS governance policies, standards and best practices for content creation, classification, findability and lifecycle management * Oversee version control, archival processes and content lifecycle workflows after materials are published to the KMS * Configure and manage SharePoint document libraries, including metadata, content types, tagging logic, navigation and permissions that support a structured, searchable “single source of truth” * Conduct regular content audits to maintain accuracy, identify gaps or redundancies and ensure proper classification and retirement of outdated materials * Deliver user training and support through onboarding materials, training sessions, guidance documentation and communication plans to enable proper use of the KMS and intranet Content Quality & Lifecycle * Develop and enforce content quality standards, naming conventions, tagging guidelines and publishing rules across all digital workplace channels * Manage content lifecycle processes, proactively identifying expiring or redundant content and coordinating updates with content owners * Oversee approval workflows and ensure content integrity, accuracy and relevance across the intranet and KMS Employee Experience & Enablement * Train and support content owners on SharePoint management, governance compliance, metadata use, and effective content publishing * Monitor analytics, search trends and behavioral insights to improve searchability, navigation, taxonomy and content effectiveness * Translate insights into recommendations that inform broader internal communications strategy and digital employee experience improvements AI-Powered Efficiency & Copilot Enablement * Drive adoption of Copilot and other AI tools to automate workflows, enhance search and improve metadata population, classification and content generation. * Identify opportunities to apply AI to improve knowledge discovery, tag content intelligently, support versioning and streamline repetitive tasks. * Train employees on AI‑enabled features to support digital fluency and innovation across internal communications and knowledge management * Partner with IT and governance leaders to ensure responsible AI practices and alignment with organizational standards * Other duties as assigned. Skills & Competencies * Expertise in building, configuring and managing SharePoint intranets and document libraries * Strong understanding of KMS administration, content governance, taxonomy and metadata * Ability to enforce content standards, manage content lifecycle and conduct audits for accuracy and relevance * Skill in designing intuitive digital experiences and enabling employee engagement through technology * Experience leveraging Copilot and other AI-powered tools to drive efficiency, automate workflows and enhance search/discovery * Ability to onboard, train and support content owners and stakeholders in best practices * Proficiency in monitoring usage data, interpreting analytics and recommending improvements * Strong interpersonal skills for partnering with IT, vendors and cross-functional teams Qualifications * Bachelor's degree in Communications, Information Science, Business or related field * 5+ years of experience in knowledge management, intranet/digital work place manage mentor internal communications * Demonstrated experience building and managing SharePoint sites and document libraries * Familiarity with AI-powered tools (e.g., Copilot) and their application in digital workplace environments * Strong organizational, analytical and project management skills * Excellent written and verbal communication skills * Experience training and supporting non-technical users * Ability to manage multiple priorities and drive projects to completion Compensation & Other Information * Location: Fully Remote * Pay Rate: Based on a variety of factors in accordance with applicable law including the successful candidate’s relevant experience, skills, knowledge, and experience. * Reports To: Senior Manager, Internal Communications Circular Action Alliance is an equal employment opportunity employer. All qualified applicants for employment will be considered without regard to race, color, religion, sex (including pregnancy, childbirth, lactation, and related medical conditions), national origin, military or veteran status, sexual orientation, gender identity, age or any other category protected by applicable federal, state, or local law. If you require accommodation as part of the application process, please contact careers@circularaction.org [careers@circularaction.org] listed below.