Marcusmillichap2d ago

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Lead Salesforce Platform Operations

United States·SeattleRemoteFull-timelead

OtherPlatform

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Quick Summary

Overview

Marcus & Millichap is the nation’s leading brokerage firm specializing in real estate investments with offices nationwide. Marcus & Millichap offers owners and investors the nation's most comprehensive real estate research and analysis for all types of income-producing property.

Technical Tools

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We are seeking a Lead Salesforce Platform Operations professional to own and elevate escalated support and operational stability for our Salesforce ecosystem. This role is responsible for ensuring platform reliability, rapid resolution of complex production issues, and strong governance across Salesforce administration, configuration, and integrations.
This is a hands-on leadership role for someone who thrives in high-impact support environments — setting operational standards, driving accountability, and leading stability-focused improvements that protect business-critical workflows.

Platform Stability & Tier 3 Escalations

Serve as the final escalation point for Salesforce-related production incidents, outages, and complex business-impacting issues.

Lead deep root-cause investigations across:

Salesforce configuration and automation

Role/security model issues

Data integrity and platform performance

Integration failures and API-related disruptions

Ensure platform uptime, stability, and operational resilience across all Salesforce functions.

Incident Response & Operational Excellence

Own Salesforce support operations including:

Incident response and escalation management

Problem management and recurring issue reduction

Change management and release stability controls

Lead post-incident reviews, ensuring corrective actions are implemented, tracked, and completed.

Drive improvements to monitoring, alerting, and triage workflows to reduce downtime and support load.

Salesforce Governance & Best Practices

Establish and enforce platform governance standards across:

Configuration management

Deployment controls

Environment strategy

Security and access compliance

Ensure operational best practices for:

Release coordination

Platform documentation

Audit readiness and system controls

Promote a culture of prevention over reaction

Team Leadership & Support Enablement

Lead and mentor Salesforce engineers and administrators, setting clear expectations for ownership and execution.

Coach teams on:

Technical troubleshooting discipline

Strong documentation habits

Reliable escalation and response standards

Partner with leadership on performance development, skills growth, and platform support maturity.

Cross-Functional Stakeholder Collaboration

Partner closely with Business and Technology stakeholders to align platform support priorities.

Translate business-impacting issues into structured operational and technical action plans.

Coordinate hotfixes, platform changes, and production releases to minimize disruption and risk.

Continuous Improvement & Platform Hardening

Identify systemic platform weaknesses and lead initiatives to reduce operational risk and technical debt.

Improve runbooks, knowledge sharing, and documentation across support teams.

Evaluate tools and automation opportunities to increase efficiency and reduce manual support overhead.

Support long-term Salesforce stability while enabling scalable enhancements.

5+ years of experience supporting Salesforce in production.

Strong working knowledge of:

Salesforce administration and configuration, workflow automation

Workflow automation, Flows, validation rules

Role hierarchy, permissions, governance controls

Integrations, APIs, and cross-system dependencies

Proven experience leading or mentoring technical support or platform operations teams.

Deep understanding of incident management, root-cause analysis, and operational reliability.

Salesforce certifications (Admin, Platform App Builder, Advanced Admin, or similar).

Experience supporting mission-critical or revenue-impacting Salesforce environments.

Familiarity with CI/CD release pipelines and Salesforce deployment tooling.

Experience with monitoring, logging, and proactive alerting for SaaS platforms.

Background in high-availability or regulated operational environments.

Calm, structured, and decisive during critical incidents.

Strong ownership mindset — drives issues through to permanent resolution.

Excellent communicator across technical and non-technical audiences.

Comfortable enforcing standards, governance, and accountability.

Bias toward prevention, automation, and long-term platform resilience.

This role reports to the Director of Cloud Operations and Integrations and plays a critical role in protecting Salesforce platform reliability, ensuring business continuity, and driving operational excellence across one of the company’s most important enterprise systems.

Marcus & Millichap offers a comprehensive benefits package designed to support employees’ health, well-being, and financial security. Eligible employees may have access to the following benefits, subject to the terms of applicable benefit plans:
• Health, dental, and vision insurance
• Paid time off and paid holidays
• 401(k) retirement plan with employer matching contributions
• Life and disability insurance
• Employee Assistance Program (EAP) and wellness resources
Benefits eligibility, coverage, and employer contributions may vary based on position, employment status, location, and length of service. This summary is provided for informational purposes only and does not constitute a guarantee of benefits. Additional details will be provided during the hiring process or upon request.