Senior Manager Information Systems (Services IT)

Overview

At Zebra, we are a community of innovators who come together to create new ways of working. United by curiosity and a culture of caring, we develop smart solutions that anticipate our customer’s and partner’s needs and solve their challenges.

Being part of Zebra Nation means you are seen, heard, valued, and respected. Drawing from our unique perspectives, we collaborate to deliver on our purpose. Here you are part of a team pushing boundaries today to redefine the work of tomorrow for organizations, their employees, and those they serve.

You’ll have opportunities to learn and lead in a forward-thinking environment, defining your path to a fulfilling career while channeling your skills toward causes you care about—locally and globally.

Come make an impact every day at Zebra.

What We're Looking For

Senior Manager : Services IT Applications: The Senior Manager : Services IT Applications will need to be proficient with Salesforce Service Cloud and will lead the strategy, architecture, and delivery of next-generation customer service experiences powered by Salesforce Service Cloud, AgentForce, and the broader Salesforce AI ecosystem. This role requires deep expertise in Service Cloud, autonomous AI agents, generative AI, and enterprise-scale platform design. The ideal candidate will drive the adoption of AI-first service strategies, architect intelligent automation solutions using AgentForce, and ensure the Salesforce platform delivers scalable, secure, and high-performance outcomes aligned with business objectives.

• Own the end-to-end architecture, design, and roadmap for Salesforce Service Cloud, including Omni-Channel, Case Management, Knowledge, Entitlements, Milestones, Service Console, and Field Service Lightning
• Lead the design and implementation of AgentForce autonomous AI agents, defining agent topics, actions, guardrails, and escalation patterns to automate customer service workflows at enterprise scale
• Architect AI-first service experiences leveraging Einstein AI, Einstein Copilot, Prompt Builder, Einstein Bots, and AgentForce to deflect cases accelerate resolution and enhance agent productivity.
• Design and deploy intelligent routing, sentiment analysis, next-best-action recommendations, and predictive service models to transform the customer service lifecycle. Drive the integration of Data Cloud with Service Cloud to create unified customer profiles, enabling real-time personalization and AI-driven insights across all service touchpoints.
• Architect scalable solutions that span Service Cloud, Sales Cloud, Experience Cloud, Marketing Cloud, Manufacturing Cloud, and Data Cloud where cross-cloud capabilities are required.
• Lead design of digital experience sites, self-service portals, and community platforms with embedded AI-powered search, chatbots, and autonomous agent experiences.
• Provide architectural oversight for high-complexity projects involving custom development, API integrations, and multi-cloud capabilities
• Define and enforce platform implementation standards, technical documentation, and architectural best practices.

AgentForce & Autonomous AI Strategy

• Serve as the organizational subject matter expert on AgentForce, guiding business teams on where autonomous agents can replace or augment traditional service workflows.
• Design agent orchestration patterns including multi-agent coordination, human-in-the-loop escalation, and feedback loops for continuous agentimprovement.
• Establish governance frameworks for AI agent deployment, including testing strategies, guardrail configuration, prompt management, and hallucination mitigation.
• Evaluate and integrate emerging Salesforce AI capabilities (Einstein Trust Layer, grounding, retrieval-augmented generation) into the servicearchitecture.
• Build proof-of-concepts and prototypes to demonstrate AI-driven service transformation opportunities to executive leadership.

Security, Compliance & Risk Management

• Conduct internal and external Salesforce security risk assessments and implement mitigation strategies, with particular focus on AI data privacy and ethical AI use.
• Oversee platform security posture including identity, access management, governance policies, and data protection practices.
• Define security and compliance standards for AI agent interactions, ensuring customer data handling meets regulatory requirements and the Einstein Trust Layer is properly configured.
• Ensure adherence to compliance frameworks and support audit activities as needed.

DevOps & Release Governance

• Establish DevOps standards using tools such as Flosum, code scanners, and OwnBackup to ensure high-quality, secure, and reliable deployments.
• Define CI/CD practices and enforce release governance across multiple development teams.
• Implement testing and deployment standards specific to AI components, including agent behavior validation, prompt regression testing, and performance benchmarking.

Cross-Functional Leadership & Collaboration

• Build and mentor strong cross-functional teams, collaborating closely with product owners, business stakeholders, contact center leadership, engineering groups, and executive leadership.
• Partner with customer experience and contact center teams to translate service KPIs (CSAT, FCR, AHT, deflection rates) into architectural decisions and AI-driven solutions.
• Present architectural recommendations, AI adoption roadmaps, and cross-functional project proposals to senior management and business units.
• Facilitate alignment between technical capabilities and evolving business strategies, championing an AI-first mindset across the organization.

Project & Program Management

• Develop strategic plans, cost estimates, budgets, and schedules for Service Cloud enhancements, AI implementations, and new AgentForce deployments.
• Manage full lifecycle delivery of large-scale Salesforce projects using both Scrum and Kanban frameworks.
• Build and maintain Confluence documentation, Jira boards, and project workflows.
• Lead ongoing assessment of service platforms, AI agent performance, and infrastructure, providing recommendations to improve performance, scalability, and efficiency.

Business & Technical Analysis

• Analyze complex customer service challenges and identify opportunities for automation and AI-driven resolution through Salesforce solutions.
• Partner with internal and external stakeholders, applying a strong understanding of current industry trends in conversational AI, autonomous agents, and Salesforce innovations.
• Guide teams in evaluating, selecting, and implementing solutions that are cost-effective and meet user, organizational, and customer experience requirements.
• Define and track AI adoption metrics, including agent deflection rates, autonomous resolution rates, and time-to-resolution improvements.

Minimum Qualifications

• Bachelor’s Degree required. Advanced Degree preferred.
• Minimum 12+ years of experience in IT or equivalent discipline with at least 5 years of management experience.
• Minimum of 10+ years of Salesforce
• Salesforce Agentforce

Preferred Qualifications

• Ability to manage leaders of others
• Experience managing budgets
• Ability to apply strategic concepts for process improvement
• Demonstrate regular interactions with Senior management or executive levels on matters concerning several functional areas, business units, and/or Customers
• Experience with technical and leadership skill

Equal Opportunity Employer

Zebra is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability and protected veteran status, or any other basis prohibited by law. If you are an individual with a disability and need assistance in applying for a position, please contact us at [email protected].

Know Your Rights

https://www.eeoc.gov/sites/default/files/2022-10/EEOC\_KnowYourRights\_screen\_reader\_10\_20.pdf

Conozca Sus Derechos

https://www.eeoc.gov/sites/default/files/2022-10/22-088\_EEOC\_KnowYourRightsSp\_10\_20.pdf

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation at [email protected] .

Pay Range

$138,800.00 - $208,200.00 Annual

Incentive Compensation

In addition to base pay, Zebra offers this role the opportunity to earn a performance-based annual cash incentive, at a target equal to 15% of base pay, in accordance with the terms of the applicable incentive plan.

Zebra Total Rewards

Zebra Total Rewards includes more than just pay and is structured to meet the needs of our changing global business and evolving talent. We are committed to providing our employees with a benefits program that is comprehensive and competitive – including healthcare, wellness, inclusion networks, and continued learning and development offerings. We offer community service days, in addition to the traditional insurances, compensation, parental leave, employee assistance program and paid time off offerings depending on the country where you work.

Salary offered will vary depending on your location, job-related skills, knowledge, and experience.

Additionally, all Zebra roles are eligible for cash incentive programs. For example, sales roles have additional opportunity to earn substantial variable compensation tied to quota achievement. In most other roles, the Zebra annual cash incentive program links Company and individual performance together. Some roles may also be eligible for long-term incentive equity awards.

Benefits

We understand the importance of work-life balance and wellbeing, which is why we offer flexibility for our teams including: hybrid work, adaptable hours, Summer Flex Fridays, Focus Fridays, and an annual companywide well-being day to promote revitalization and success.

Job Posting Statement

To protect candidates from falling victim to online fraudulent activity involving fake job postings and employment offers, please be aware our recruiters will always connect with you via @zebra.com email accounts. Applications are only accepted through our applicant tracking system and only accept personal identifying information through that system. Our Talent Acquisition team will not ask for you to provide personal identifying information via e-mail or outside of the system. If you are a victim of identity theft contact your local police department.

AI Technology Statement

Zebra Technologies leverages AI technology to evaluate job applications using objective, job-relevant criteria. This approach enhances efficiency and promotes fairness in the hiring process. However, every decision regarding interviews and hiring is made by our dedicated team, because we believe people make the best decisions about people. For more on how we use technology in hiring and how we process applicant data, see our Zebra Privacy Policy.