Job Description

Paradigm is an accountable specialty care management organization focused on improving the lives of people with complex injuries and diagnoses. The company has been a pioneer in value-based care since 1991 and has an exceptional track record of generating the very best outcomes for patients, payers, and providers. Deep clinical expertise is the foundation for every part of Paradigm’s business: risk-based clinical solutions, case management, specialty networks, home health, shared decision support, and payment integrity programs.

We’re proud to be recognized—again! For the fourth year in a row, we’ve been certified by Great Place to Work®, and for the third consecutive year, we’ve earned a spot on Fortune's Best Workplaces in Health Care™ list. These honors reflect our unwavering commitment to fostering a positive, inclusive, and employee-centric culture where people thrive.

Watch this short video for a brief introduction to Paradigm.

We are seeking a full-time, remote IT Application Development Manager. This position will plan, coordinate, and manage all activities related to strategy, configuration, enhancement, support, and governance of Salesforce-based application solutions supporting customer issue management, case management, workflow automation, and operational reporting. This role will lead a team responsible for supporting and optimizing a purchased Salesforce application that serves as the enterprise platform for customer issue intake, tracking, escalation, investigation, resolution, and reporting. The manager will champion a configuration-first philosophy, leveraging standard Salesforce capabilities and packaged application functionality whenever possible while minimizing custom development. The successful candidate will partner closely with business stakeholders, product owners, vendors, and IT teams to continuously improve customer resolution processes, enhance user adoption, ensure platform stability, and maximize business value from Salesforce investments. This role manages a team of employees and contractors while overseeing application delivery, vendor relationships, integrations, operational support, release management, and continuous process improvement initiatives. Demonstrates a customer-first mindset through a commitment to delivering the best possible outcomes for our customers, which include; injured workers, payors, clients, providers, stakeholders, and internal teams. By fully leveraging Paradigm’s solutions, delivering consistently high quality service, and collaborating effectively with internal and external partners, we create an exceptional customer experience.

RESPONSIBILITIES:

SALESFORCE APPLICATION MANAGEMENT

• Manage the administration, support, enhancement, and optimization of Salesforce-based applications.
• Establish and enforce a configuration-first philosophy utilizing Salesforce declarative capabilities such as Flows, Validation Rules, Dynamic Forms, Permission Sets, Approval Processes, Reports, and Dashboards.
• Evaluate requests for custom development and ensure a documented business case exists before customization is approved.
• Collaborate with business stakeholders to translate requirements into scalable and supportable Salesforce solutions.
• Maintain application architecture, configuration standards, data governance standards, and documentation.
• Ensure platform security, compliance, and access management requirements are maintained.
• Stay current on Salesforce platform enhancements and emerging capabilities including Service Cloud, AI, workflow automation, and analytics.
• Lead platform upgrades and manage the adoption of new Salesforce features and capabilities.
• Manage Salesforce sandbox environments, release processes, and deployment activities.
• Ensure business continuity through proper backup, recovery, testing, and deployment practices.
• Supervise the work of other application development team professionals and effectively delegate responsibilities to staff to enhance their professional growth.
• Develop mentoring relationships with multiple staff personnel and manage related HR activities, including annual reviews and performance feedback.
• Work closely with other IT leadership to ensure that Application Strategies and design align with business objectives and conform to best practices.
• Ensure frequent, timely, and accurate communication between team members and business users.
• Identify enhancements to improve the supportability, operability, or performance of applications (and develop supporting business cases for suggested enhancements)
• Collect, analyze, and report SLA and KPI data (and take corrective actions as warranted) to drive application stability and usability
• Manage established budgets and forecasts
• Work with business partners to ensure appropriate prioritization for scheduled maintenance, including coordination of priorities across applications when required
• Manage the release calendar for all activity (code fixes and work orders)
• Participate in on-call responsibilities 24x7x365 as needed, managing team rotation schedules
• Further DevOps and Agile methodologies within your application portfolio, working with infrastructure and development partners alike
• Identify, sponsor, and implement continuous improvement initiatives within the application development and support team
• Demonstrated ability and experience working in a matrix environment
• Demonstrated successful implementation of SDLC, ensuring minimum required development artifacts are developed and completed by development team members
• Advanced knowledge of solution development, systems analysis/design, programming techniques, testing, and release management
CUSTOMER RESOLUTION PLATFORM LEADERSHIP

• Serve as the technology owner for the enterprise Customer Issue Resolution and Tracking platform.
• Partner with business stakeholders to define, improve, and optimize customer issue intake, assignment, escalation, investigation, and resolution workflows.
• Ensure the platform supports end-to-end visibility into customer issues, root causes, corrective actions, service levels, and resolution outcomes.
• Drive continuous improvement initiatives through analysis of business processes, user feedback, operational metrics, and platform capabilities.
• Collaborate with business leaders to balance operational needs, technical capabilities, and long-term maintainability.
• Partner with Product Owners and PMO teams to align platform investments with strategic business objectives.
• Ensure adoption of best practices for customer service management, issue tracking, workflow automation, and operational reporting.

REPORTING, ANALYTICS, AND BUSINESS INSIGHTS

• Define, monitor, and report key operational metrics related to customer issue management.
• Develop dashboards and reporting solutions that provide visibility into case volumes, aging, SLA compliance, escalation trends, backlog management, and resolution effectiveness.
• Partner with business leaders to identify trends and opportunities for operational improvement.
• Support executive reporting and KPI tracking through Salesforce Reports, Dashboards, and analytics tools.
• Provide data-driven recommendations that improve customer experience and operational performance.

APPLICATION DEVELOPMENT

• Manage the maintenance and support of existing systems and the implementation of new systems as prioritized by the IT leadership and PMO.
• Define, develop and implement best practices in design, development, build/deployments, and unit testing; develop metrics to manage performance.
• Work with cross functional teams to develop and track software development project deliverables such as development schedules, status reports, resource plans, issues/risks and mitigation plans; manage resources relating to projects production support activities within an Agile/Scrum methodology.
• Lead the assessment and implementation of third-party controls; manage its inventories and implement a common library within the organization.

TECHNOLOGY EXPERTISE
Required Experience
◦ Salesforce Service Cloud
◦ Salesforce Flow Automation
◦ Salesforce Reporting and Dashboards
◦ Case Management Solutions
◦ Knowledge Management
◦ Omni-Channel Routing
◦ Experience Cloud
Desirable
◦ Salesforce AI, Agentforce, Einstein AI, and workflow automation capabilities
◦ Healthcare provider data management
◦ Customer service operations and call center technologies
◦ Low-code/no-code platform development
◦ Integration Architecture and APIs
◦ Azure Service Bus and Azure Integration Services
◦ Azure DevOps
◦ Agile and Scrum Delivery Methodologies
◦ DevOps and Release Management
◦ Enterprise SaaS Platforms
◦ Application Security and Data Governance

• Leads adoption of AI-enabled tools within the team, ensuring effective integration into workflows. Coaches employees on appropriate usage, monitors impact on productivity and quality, and identifies opportunities for process improvement.
• Demonstrates a customer-first mindset by reinforcing expectations of all employees as drivers of customer excellence by actively fostering engagement, clarity, accountability, and support, recognizing that a positive and consistent employee experience directly influences service quality and customer outcomes.
SUPERVISORY RESPONSIBILITIES:

• Mentor, train, and supervise team members directly and indirectly, review their work and provide effective constructive feedback to achieve their best performance and goal attainment
• Set the tone for a strong Enterprise culture and high employee engagement.
• Ensure all team members understand, are trained in, and comply with Paradigm’s security requirements and policies.
• Ensure all team members have the minimum level of IT system access required to effectively complete their Paradigm responsibilities.

QUALIFICATIONS:

• Bachelor's degree in Computer Science, Information Systems, or related field required.
• Minimum 8 years of experience supporting, implementing, or managing enterprise business applications.
• Minimum 3 years of experience leading application development, Salesforce, or enterprise platform support teams.
• Demonstrated experience supporting Salesforce applications with a strong emphasis on configuration, process optimization, and platform governance.
• Experience implementing or supporting Salesforce Service Cloud or similar customer service platforms strongly preferred.
• Healthcare industry experience, particularly involving provider data, provider operations, or healthcare workflows, strongly preferred.
• Experience managing packaged software solutions and vendor relationships.
• Experience leading Agile teams and collaborating across matrixed organizations.
• Strong communication, stakeholder management, organizational, and leadership skills.
• Experience with Azure-based integration patterns and enterprise application integrations preferred.

CERTIFICATONS PREFERRED

• Salesforce Administrator
• Salesforce Advanced Administrator
• Salesforce Platform App Builder
• Salesforce Business Analyst
• Salesforce Service Cloud Consultant
• Agile or Scrum Certification

Paradigm Benefits:

• Health and wellness– We want our people to be and stay healthy, so we offer PPO, HDHP, and HMO health insurance options with Cigna and Kaiser (CA employees only).
• Financial incentives – Paradigm’s financial benefits help prepare you for the future: competitive salaries, 401(k) matching contributions, employer-paid life and disability insurance, flexible spending and commuter accounts, and employer-matched HSA contributions.
• Vacation - We believe strongly that work-life balance is good for you and for our company. Our paid time off and personal holiday programs give you the flexibility you need to live your life to the fullest.
• Volunteer time– We want our employees to engage with and give back to their communities in meaningful ways. Full and part-time employees receive one paid day per calendar year.
• Learning and development: One of Paradigm’s core values is expertise, so we encourage our employees to continually learn and grow. We support this in a variety of ways, including our new Learning Excellence at Paradigm (LEAP) program.

Paradigm believes that fostering a diverse and inclusive workplace is central to our mission of helping more people and transforming lives. We’re striving to build a culture that better reflects the society we live in and empowers our team to deliver the highest levels of compassion and care to those we serve. For us, achieving this goal requires a workforce that respectfully embraces differences and commits to positive change, creating an environment where everyone is able to bring their whole self to work.

Paradigm complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Leave Management at leave.management@paradigmcorp.com.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.

As a contractor with the State of Wisconsin, Paradigm complies with Wisconsin Contract Compliance Law (§16.765). Poster link: Contract Compliance Law Poster

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