Backlog Manager - Salesforce

The Opportunity

As a Backlog Manager on Sitetracker’s Customer Experience Team, you’ll play a key role in delivering features that truly matter to our customers. You’ll take ownership of the Salesforce delivery backlog, ensuring what we build directly supports business priorities and provides meaningful outcomes.

You’ll work closely with product owners, developers, and stakeholders to translate customer needs into clear, actionable, and well-prioritised work, keeping the team focused on what matters most. You’ll bring structure to complexity, clarity to priorities, and a strong sense of ownership to our backlog management process. A solid understanding of Salesforce, agile delivery, and customer-focused product thinking will set you up for success.

Suppose you enjoy bringing order to chaos, collaborating across teams, and ensuring nothing slips through the cracks. In that case, this role offers an excellent opportunity to make an impact and grow your product operations skills.

What You’ll Do:

As a Backlog Manager, you’ll be the link between customer priorities and our Salesforce delivery roadmap, making sure we’re always focused on delivering high-impact work. You’ll own and manage the delivery backlog, partnering with product owners and delivery teams to define, scope, and prioritise work that supports strategic goals. You’ll refine backlog items to ensure they’re clear, feasible, and valuable, removing ambiguity before development begins. You’ll navigate competing priorities while maintaining transparency on what’s coming next and why. With your strong understanding of Salesforce and agile principles, you’ll keep work moving smoothly and outcomes measurable. Above all, you’ll continuously improve backlog processes to help teams stay aligned, focused, and able to deliver value faster and more effectively.

The Skills You’ll Have:

• Backlog Management Experience
• Should have prior experience handling a large request backlog from multiple customers in IT delivery.
• Have worked with customers in the past to manage the delivery backlog.
• Worked with the delivery team in past and collaborated while assigning and tracking work backlog.
• Experience managing sprint planning or any other delivery methodology.
• Not tied to any one delivery methodology but able to understand the unique EDS delivery process and customise the process to align with the EDS delivery model effectively.

• Communication
• Excellent oral and written communication.
• Have worked with internal stakeholders throughout the feature development lifecycle.
• Have worked with external clients on managing work requests and can respond to customer queries with current status updates.
• Can identify and raise the risks to EDS leadership to mitigate on time.
• Handled at least two projects where the role required customer interaction.

• Customer Facing
• Previously worked in a role where the candidate needed interactions with customers.
• A keen interest in analysing the existing process and tailoring it to meet EDS's unique delivery model.
• Passionate about providing an excellent customer experience.
• Provide a personal example of involvement in customer experience teams, where you managed customer expectations, tracked processes, and shared updates with customers through effective communication.
• Could provide a case example where the candidate demonstrated extreme customer ownership.

Within 90 Days, You’ll:

• Complete the onboarding process, including understanding the company’s mission, values, and products.
• Gain proficiency with the tools used for backlog management, such as Jira, Confluence, or Salesforce.
• Understand the existing backlog, including current priorities, ongoing projects, and upcoming sprints.
• Begin contributing to backlog refinement sessions by asking questions and offering insights based on your initial observations.
• Start documenting your understanding of the backlog items and user stories to ensure clarity for future refinement sessions.
• Take ownership of the backlog, ensuring it is updated, prioritised, and aligned with the company’s strategic goals.

Within 180 Days, You’ll:

• Play a key role in shaping the long-term product roadmap by ensuring the backlog aligns with Sitetracker’s strategic goals and customer needs.
• Partner closely with the Product Owner and leadership to identify and prioritise high-impact features that drive both customer satisfaction and business growth.
• Lead efforts to optimise backlog management processes, enabling more efficient sprint planning, delivery, and collaboration across teams.
• Define and implement metrics to measure backlog health and Agile effectiveness—using insights to drive continuous improvement.
• Build strong, trusted relationships with internal stakeholders while championing the customer’s voice in all backlog prioritisation decisions.

Within 365 Days, You’ll:

• Achieve deep mastery of the backlog management function, becoming the go-to expert for delivering Sitetracker’s customised Salesforce solutions.
• Consistently drive the delivery of high-quality, customer-focused features that support business growth and reflect the company’s long-term vision.
• Influence the evolution of Agile practices and backlog management across teams, helping shape Sitetracker’s approach to customer-driven development.
• Ensure the backlog remains a strategic asset, enabling the delivery of measurable value to customers and alignment with broader company goals.
• Partner with leadership to identify new opportunities for innovation and customer engagement within the Salesforce ecosystem.