Manager, Enterprise Applications Operations

FULL-TIME JOB VACANCY
Manager, Enterprise Applications Operations
Enterprise Applications Division
Multiple Locations Considered
Application Date: April 25, 2025

The Enterprise Applications Division of Human Rights Watch (HRW) is seeking a highly organized Manager, Enterprise Applications Operations to oversee the day-to-day activities of the three technical teams that support the Enterprise Applications division within Human Rights Watch: Enterprise Resource Planning (ERP) Team, Customer Relationship Management (CRM) Team, and the Integration Team.

This individual will be responsible for coordinating, tracking, and optimizing the technical tasks related to maintaining and enhancing the core system. The ideal candidate will have a deep understanding of strong technical project management skills, and the ability to drive efficient cross-team execution of complex technical deliverables. This position reports to CRM Director, Information Technology based in San Francisco. This position may be based in the following locations where HRW has an office: New York, Washington, Stockholm, Miami, London, Brussels, Amsterdam, Berlin, Nairobi, Stockholm, Sao Paulo or Johannesburg. This position is fully remote and will have the option to work as desired from an HRW office.

Responsibilities:

1. Coordinate Technical Operations Across Teams: Act as the primary technical lead between the ERP, CRM, and Integration teams, ensuring effective collaboration and execution of tasks related to Salesforce, ERP systems, and integrations, within the framework of HRW’s SDLC processes.
   • Cross-Functional Requirements Validation: Collaborate with stakeholders from the ERP, CRM, and Integration teams to ensure technical requirements are well-defined and achievable. Ensure that all technical solutions align with HRW’s goals and SDLC standards.
2. Salesforce Administration & Customization: Oversee the technical configuration and customization of HRW’s Salesforce platform, including managing data models, automation (Salesforce Flow, Process Builder), custom development (Apex, Visualforce, Lightning components), and ensuring alignment with HRW’s operational needs.
3. Release & Team Management:
   • Architectural Integrity: Maintain consistency and quality across competing pressures, such as projects with varying priorities, timelines, and technologies.
   • Project Planning and Tracking: Develop and track detailed project plans that outline technical milestones, deadlines, and dependencies between teams. Ensure all technical deliverables are met on time and to specification.
   • SDLC Oversight for Enterprise Applications: Manage the full SDLC process for technical activities related to enterprise applications. This includes overseeing planning, design, development, testing, deployment, and post-production support for all Salesforce-related tasks, system integrations, and custom solutions.
   • Change Management & Release Control: Ensure that all changes, configurations, and customizations within Salesforce and other enterprise applications are properly documented, reviewed, and deployed following formal change management processes, aligned with SDLC methodologies.
   • Quality Assurance & Testing: Oversee the QA process for Salesforce-related configurations, integrations, and custom development. Ensure that testing protocols are followed to verify that all applications meet functional, security, and performance standards before deployment.
   • Post-Deployment Monitoring & Optimization: Monitor the performance of enterprise applications post-deployment, ensuring that any issues are promptly addressed. Work with the relevant teams to optimize the Salesforce platform and other systems for efficiency, reliability, and security
   • Data Security & Compliance: Ensure that HRW’s Salesforce platform and other enterprise systems comply with data privacy and security regulations, particularly in the handling of sensitive human rights data. Implement best practices for data protection across all integrated systems.
   • Documentation & Reporting: Maintain thorough technical documentation for all system changes, configurations, integrations, and customizations. Provide clear, concise reports on project milestones, technical risks, and resolutions to HRW leadership.
   • Manage Data Models and Data Flow: Ensure that the ERP, CRM, and Integration teams adhere to best practices for data management, including designing data models, ensuring data integrity, and facilitating data migration where applicable.
   • Technical Issue (Ticket) Resolution: Act as the point of escalation for any technical challenges or roadblocks that arise during system builds or integrations. Work with the ERP, CRM, and Integration teams to resolve issues efficiently and ensure minimal disruption to project timelines.
   • System Integration Management: Oversee the technical integration efforts between core and third-party applications, and other internal tools. Ensure data flows smoothly and accurately across platforms, and troubleshoot integration challenges as needed.
   • Technical Documentation & Reporting: Maintain detailed technical documentation for configurations, system enhancements, and integrations. Provide clear reports on system changes, deployment statuses, and project milestones.
   • Optimize Workflow Automation: Work with the CRM Team to implement and manage automation solutions such as workflow rules, process builder, and Salesforce Flow to streamline business processes across the ERP and CRM systems.
   • Performance Monitoring: Oversee the monitoring and analysis of system performance across Salesforce, ERP, and integration points. Ensure optimal performance and stability by identifying potential issues and working with the teams to address them.
   • Training and Knowledge Transfer: Assist in developing technical training materials for internal teams and end-users. Provide guidance on technical best practices for the CRM, ERP, and Integration teams.

QUALIFICATIONS:

Education: A bachelor's degree or equivalent work experience is required.

The following certifications, or work experience demonstrating the relevant competency, are required: Salesforce Administrator Certification; Platform Developer I Certification; Netsuite Suite Foundation; Non-Profit Cloud or NPSP Certification; Marketing Cloud Administrator Certification; and Platform App Builder Certification.

The following certifications, or work experience demonstrating the relevant competency, are preferred: Salesforce Advanced Administrator Certification; Netsuite Administrator; Dell Boomi Associate Developer; Platform Developer II Certification; Business Analyst Certification; and Engaging Networks experience.

Experience: A minimum of five years of relevant experience is required

Related Skills and Knowledge:

1. Strong organizational and time-management skills, showing an ability to work under pressure and multi-task, consistently deliver on established schedules, guidelines, protocols, and deadlines.
2. Ability to translate business needs, requirements, and solutions into technical language and to document that information using existing templates in order to capture functional requirements for design and development.
3. Strong knowledge of system architecture, data modeling, and data flow management, APIs, Dell Boomi.
4. Experience in executing and maintaining best practices in SDLC frameworks, Project Management tools (Asana) and methodologies (Agile, Waterfall).
5. Proven track record of successfully managing technical teams and driving complex system integrations.
   • Experience working with teams domestically & internationally that demonstrates effective interpersonal skills that led to productive relationships with a diverse population of colleagues.
   • Experience managing off shore teams is required.
6. Excellent communication skills, both written and verbal, with the ability to convey complex technical information to both technical and non-technical stakeholders.
   • Demonstrated ability to communicate data and Data management systems to both technical and non-technical audiences.
7. Strong attention to detail and organizational skills, with the ability to manage multiple technical initiatives simultaneously.

Technical Applications:

• Salesforce: NPSP – currently reviewing Non-Profit Cloud
• Salesforce: Marketing Cloud
• Engaging Networks
• Dell Boomi
• NetSuite
• Concur
• Ultipro

Preferred Skills:

• Dev Ops level understanding of Salesforce structure and data in order to perform basic admin tasks including, user management, data management, security management, enhancement requests (design, document, build, test, deploy) and production ticket support.
• Familiarity with DevOps practices and tools for Salesforce preferred.

Salary and Benefits: HRW seeks exceptional applicants and offers competitive compensation and employer-paid benefits including medical, dental, vision, disability and life insurance.  HRW offers a relocation assistance package and will assist employees in obtaining necessary work authorization, if required; citizens of all nationalities are encouraged to apply. The salary range for this position if based in the US is USD 80,000 – 88,000 plus benefits. Salary ranges outside of the US vary based on location, and you will receive specific salary ranges based on your location early during the recruitment process.

How to Apply: Please apply April 25, 2025 by visiting our online job portal at careers.hrw.org and attaching a cover letter and resume, preferably in PDF format. No calls or email inquiries, please. Only complete applications will be reviewed, and only shortlisted candidates will be contacted.

If you are experiencing technical difficulties with your application submission or require a disability related accommodation, please email recruitment@hrw.org. Due to the large response, application submissions via email will not be accepted and inquiries regarding the status of applications will go unanswered.

Human Rights Watch is strong because it is diverse. We actively seek a diverse applicant pool and encourage candidates of all backgrounds to apply. Human Rights Watch does not discriminate on the basis of disability, age, gender identity and expression, national origin, race and ethnicity, religious beliefs, sexual orientation, or criminal record. We welcome all kinds of diversity. Our employees include people who are parents and nonparents, the self-taught and university educated, and from a wide span of socio- economic backgrounds and perspectives on the world. Human Rights Watch is an equal opportunity employer.

Human Rights Watch is an international human rights monitoring and advocacy organization known for its in-depth investigations, its incisive and timely reporting, its innovative and high- profile advocacy campaigns, and its success in changing the human rights-related policies and practices of influential governments and international institutions.