Senior Salesforce Reporting Manager

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The Senior Salesforce Reporting Manager is responsible for delivering and continuously supporting critical Salesforce/GPS reporting capabilities that enable leaders and business partners to effectively manage operational performance and make data-informed decisions.

Key Responsibilities

• Own the delivery, quality, and operational stability of critical Salesforce/GPS reports, dashboards, and recurring reporting processes supporting Commercial Contact Center operations.
• Build new reports and enhance existing reports based on business and operational needs.
• Maintain reporting assets as organisational structures, departments, supervisor assignments, and business processes evolve.
• Translate business requirements into scalable reporting solutions that provide clear and actionable outputs.
• Enable insights for business stakeholders by analysing reporting trends, highlighting key drivers, and translating data into clear, actionable recommendations.
• Validate reporting results and investigate discrepancies raised by leaders, operations teams, and business partners.
• Serve as a consultative partner on reporting feasibility, reporting limitations, and report design decisions.
• Support reporting access, permissions, save/share capabilities, and related user support needs.
• Investigate reporting defects and platform issues affecting data accuracy or reporting functionality, including cross-functional coordination where needed.
• Document reporting logic, business rules, known limitations, and transition materials to support sustainability and knowledge transfer.
• Provide reporting training, user coaching, and job aids that improve reporting adoption and effective use.
• Identify and lead process improvement opportunities that improve reporting efficiency, reduce manual work, and strengthen reporting consistency and governance.
• Partner with business stakeholders to understand operational challenges and recommend where data, reporting, or automation can improve processes and outcomes.
• Evaluate and apply new data and reporting technologies to automate manual processes, expand analytical capabilities, and enable self-service insights.

Leadership & Collaboration Scope

• Functions as a subject matter expert in Salesforce/GPS reporting.
• Serves as a trusted advisor to leaders and business partners on reporting design, feasibility, and interpretation.
• Collaborates across operations, reporting, and technical partners to support reporting solutions and issue resolution.
• Leads through expertise, credibility, collaboration, and influence rather than formal organisational authority.

Decision-Making & Impact

• Makes decisions regarding report design, filters, logic, and reporting structure within assigned areas of responsibility.
• Accountable for the accuracy, reliability, timeliness, and usability of reporting deliverables.
• Balances business requests, reporting limitations, and operational priorities to recommend practical solutions.
• Provides reporting visibility and guidance that supports business decisions and operational management.
• Identifies and escalates risks, dependencies, and reporting issues that may affect leadership reporting or business operations.

Required Qualifications

• 2+ years Salesforce report building and platform administrative experience is required for this role or a combination of 1+ years’ experience and at least one current, active Salesforce administrator certification.
• 2+ years demonstrated experience building, modifying, maintaining, and troubleshooting reports and dashboards in Salesforce.
• 2+ years’ experience in Google BigQuery and SQL, writing and executing queries from multiple data sources.
• Experience validating data accuracy, investigating reporting discrepancies, and explaining findings to business partners or leaders.
• Experience translating business questions into reporting requirements and advising on reporting feasibility, design, and limitations.
• Experience supporting reporting access, permissions, and user support needs.
• Strong analytical, problem-solving, and critical-thinking skills.
• Strong written and verbal communication skills, including the ability to explain reporting logic and findings clearly.
• Proven ability to manage multiple priorities and deliver results in a fast-paced environment.
• Demonstrated ability to work across cross-functional teams and stakeholders.

Benefits

• Medical, dental, and vision coverage.
• Paid time off.
• Retirement savings options.
• Wellness programs.

Pay Range

$82,940.00 - $182,549.00