Lead Salesforce Platform Operations

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.

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.

Key Responsibilities:
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.

Qualifications:
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.

Preferred Qualifications:
• 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.

Benefits:
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.

Founded in 1971, Marcus & Millichap (NYSE: MMI) is a leading commercial real estate brokerage firm focusing exclusively on investment sales, financing, research, and advisory services, with nearly 1,700 investment sales and financing professionals in 80+ offices throughout the United States and Canada.

Our mission is to help our clients create and preserve wealth by providing the best real estate investment sales, financing, research, and advisory services available.

Marcus & Millichap, Inc. is a leading national real estate services firm specializing in commercial real estate investment sales, financing services, research and advisory services. As of December 31, 2025, the Company had 1,808 investment sales and financing professionals in more than 80 offices who provide investment brokerage and financing services to sellers and buyers of commercial real estate. The Company also offers market research, consulting and advisory, and leasing services to its clients. Marcus & Millichap, Inc. closed 8,818 transactions in 2025, with a sales volume of $50.8 billion.

Marcus & Millichap is an Equal Opportunity Employer. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected characteristic under federal, state, or local law.