Salesforce Product & Program Lead

The YMCA of Greater New York is here for all New Yorkers – to empower youth, improve health, and strengthen community. Founded in 1852, today the Y serves a diverse population of more than half a million New Yorkers who learn, grow, and thrive through programs and services at our 24 branches. Community is the cornerstone of the Y. Together, we connect active, engaged New Yorkers to build stronger communities.

To help fulfill our mission, we cultivate a culture of learning, leading, and collaboration to enhance community impact. Through our talented staff and “LEAP” career framework (Leadership, Empowerment, Accountability, Personal Growth), we are committed to a people-first approach that fosters trust, inclusion, growth, and development for all.

The YMCA of Greater New York Association Office is seeking a Salesforce Product & Program Lead. The Salesforce Product & Program Lead is the strategic owner and operator of the YMCA of Greater New York’s Salesforce platform. This role leads the planning, implementation, and ongoing management of the Salesforce ecosystem across multiple phases of development. Phase 1 (Fund Development) is currently live, and Phase 2 will be developed in collaboration with a consulting partner. The Lead is responsible for supporting both phases - ensuring the product roadmap is cohesive, support processes are efficient, and platform performance is continuously improved. They work cross-functionally with internal teams, external consultants, and technical roles. The ideal candidate brings a blend of product strategy, program management, vendor coordination, and hands-on experience with Salesforce platforms.

This role is ideal for a strategic Salesforce leader who thrives in a collaborative, mission-driven environment and wants to drive meaningful impact through technology.

Benefits:
The YMCA of Greater New York offers a variety of benefits to its staff members, including retirement benefits, medical benefits, paid time off, free YMCA membership, and more! Benefit eligibility is determined by an individual’s employment status (i.e., full-time or part-time), tenure, and/or the number of hours scheduled to work. Click here for more information.

How to Apply:
If you would like to be a member of our dynamic team, please complete our online application and submit your résumé and a thoughtful cover letter that explains your interest in the role and our organization.

• Bachelor’s degree or equivalent work experience required.
• Five (5+) years of Salesforce experience, ideally across multiple phases or modules.
• Salesforce Administrator Certification.
• Experience working with or within a Salesforce Center of Excellence.
• Prior involvement in Enterprise Salesforce migration or rebuild.
• Strong understanding of IT products and services.
• Strong experience with issue triage, support workflows, and ticketing tools (e.g., Jira).
• Excellent communication, analytical, and organizational skills.

Product Strategy & Roadmap Management

• Define and own a multi-phase Salesforce product roadmap, aligned with YMCA goals.
• Coordinate roadmap execution across both internal teams and consultants.
• Evaluate user needs, platform feedback, and industry trends to inform strategy.
• Ensure consistency, scalability, and integration across phases.
• Coordinate product releases across internal and consulting teams.
• Ensure successful deployment, post-release monitoring, and user support.
• Stay informed about Salesforce platform updates, seasonal releases, and impacts to configuration/ customizations.

Team Leadership & Oversight

• Directly supervise Salesforce Admins, QA Engineers, Developers, and Database Administrators as they relate to Salesforce workstreams.
• Set priorities, provide mentorship, and ensure alignment with organizational objectives.
• Foster a collaborative, proactive, and accountable team culture.

Post-Go-Live Support & Ticket Management

• Oversee end-to-end ticket lifecycle:
  • Vetting and triaging incoming issues
  • Assigning to the appropriate SME (internal or vendor)
  • Escalating unclear tickets and closing invalid ones
  • Monitoring resolution progress and ensuring SLAs are met
  • Provide guidance on complex issues and facilitate root cause analysis
  • Maintain documentation for recurring issues, resolutions, and process improvements
• Define and monitor ticket urgency tiers:Low, Medium, High, Critical

Program & Vendor Coordination

• Serve as primary liaison with Salesforce consulting partner for Phase 2.
• Coordinate dependencies between Phase 1 support and Phase 2 development efforts.
• Maintain a backlog of feature enhancements and drive vendor accountability.
• Support product governance and enforce consistency across implementations.
• Ensure vendor solutions adhere to YMCA security, privacy, and compliance standards.

Jira & Communication Reporting

• Manage dashboards and reports:Ticket volume and priority
• SLA compliance and overdue issues
• Status summaries for leadership and branch updates
• Curate key messages for branch-level Salesforce calls and internal reporting.

Stakeholder Engagement & UX

• Conduct demos, usability reviews, and testing, and stakeholder feedback loops.
• Promote product adoption and continuous improvement.
• Collaborate with cross-departmental teams to align product design with user needs.
• Track KPIs and user feedback to assess system performance.
• Identify improvement opportunities and implement enhancements aligned with business needs.