Manager, Business Systems and Process

IGT Orion Worldwide LLC; United States; Hybrid; USD 50,000 - 95,000; Full time

Job summary

Orion Worldwide is seeking a Manager, Business Systems and Process to drive Salesforce adoption and optimize workflows across the agency. You will own Salesforce-based business processes and work with the central Salesforce team to translate needs into actionable requirements.

You will validate enhancements, maintain documentation, and support users while helping the organization achieve longer‑term growth and efficiency in a fast-paced environment.

Qualifications

• 5-7 years in business systems analysis, business process ownership, or a related operations role.
• Salesforce-specific functional experience strongly preferred (as a power user, business analyst, or process owner — not necessarily a certified administrator/developer).
• Experience working within a shared-platform or shared-services model, where system administration sits outside your direct control.
• Media or advertising agency experience a plus, particularly familiarity with client/account management workflows.

Responsibilities

• Develop deep working knowledge of the specific business processes performed by the agency within Salesforce.
• Document and maintain data entry standards, workflow rules, and usage guidelines specific to the agency's needs.
• Identify where inconsistent or incorrect Salesforce usage is creating downstream problems (e.g., reporting inaccuracies, workflow breakdowns).
• Serve as the first point of contact for business users experiencing issues or proposing enhancements.
• Triage and troubleshoot issues; determine whether a problem is a training/process gap or requires a technical fix.
• Maintain visibility into open issues and enhancement requests across the business.
• Gather, document, and prioritize enhancement requests from across business functions.
• Apply the function's prioritization framework (e.g., client-impacting vs. internal efficiency, single-team vs. cross-functional benefit) to determine urgency and escalation path.
• Translate business needs and pain points into clear requirements for the central Salesforce team.
• Track submitted requests through to resolution and close the loop with the requesting business user.
• Manage business needs and urgency with prioritization of tickets for the central Salesforce team.
• Validate that delivered enhancements solve the original business problem before closing requests.
• Maintain documentation of agency-specific Salesforce configurations and processes as they evolve.
• Identify recurring issues or training gaps and recommend process or documentation improvements.

Skills

Salesforce knowledge

Requirements gathering

Stakeholder management

Influence without authority

Documentation

Analytical mindset

Adaptability

Tools

Salesforce

Job description

Agency: Omnicom Media Job Function: Projects and Performance Improvement Job Subfunction: Business Performance and Process Improvement Job Description:

Orion Worldwide is a global media company that generates value for many of the world’s most well-known media owners and brands. Like our namesake, we are connectors who bring together people and businesses to unlock a mutual exchange of value.

We define success through our ability to help partners achieve long-term, sustainable growth. We look for people who possess the passion, innovative thinking, and partnership skills to join our collaborative and diverse teams. No single person, or discipline, is responsible for success at Orion. Teamwork is the backbone for how we achieve our business goals and cultivate an inclusive culture in which we can all be proud.

We strive for a vibrant culture of creativity, accountability, and connection – and believe we do a pretty good job! We are looking for you - dynamic, best-in-class talent, with a passion for business operations and transformation - to progress your career as a Manager, Business Systems and Process.

The Manager will work closely with teams across the business, to help drive the evolution and adoption of Salesforce and the workflows that operate within it. As this role evolves, responsibilities may expand to other business systems and related workflows.

Key Responsibilities

Business Process Ownership

• Develop deep working knowledge of the specific business processes performed by the agency within Salesforce
• Document and maintain data entry standards, workflow rules, and usage guidelines specific to the agency's needs
• Identify where inconsistent or incorrect Salesforce usage is creating downstream problems (e.g., reporting inaccuracies, workflow breakdowns)

Salesforce Champion for Business Users

• Serve as the first point of contact for business users experiencing issues or proposing enhancements
• Triage and troubleshoot issues; determine whether a problem is a training/process gap or requires a technical fix
• Maintain visibility into open issues and enhancement requests across the business
• Gather, document, and prioritize enhancement requests from across business functions
• Apply the function's prioritization framework (e.g., client-impacting vs. internal efficiency, single-team vs. cross-functional benefit) to determine urgency and escalation path

Liaison to Central Salesforce Support Team

• Translate business needs and pain points into clear requirements for the central Salesforce team
• Track submitted requests through to resolution and close the loop with the requesting business user
• Manage business needs and urgency with prioritization of tickets for the central Salesforce team

Validation & Continuous Improvement

• Validate that delivered enhancements solve the original business problem before closing requests
• Maintain documentation of agency-specific Salesforce configurations and processes as they evolve
• Identify recurring issues or training gaps and recommend process or documentation improvements

About You

Experience

• 5-7 years in business systems analysis, business process ownership, or a related operations role
• Salesforce-specific functional experience strongly preferred (as a power user, business analyst, or process owner — not necessarily a certified administrator/developer)
• Experience working within a shared-platform or shared-services model, where system administration sits outside your direct control
• Media or advertising agency experience a plus, particularly familiarity with client/account management workflows

Skills

• Strong functional knowledge of Salesforce capabilities, limitations, and common configuration patterns
• Requirements-gathering and business analysis skills — able to translate ambiguous business pain points into clear, actionable requirements
• Stakeholder management — comfortable working with both internal business users (across multiple functions) and an external/central technical team
• Influence without direct authority — able to advocate effectively for prioritization without owning the development backlog
• Strong documentation and process-writing skills
• Analytical mindset — able to diagnose whether an issue is a data/training problem versus a system limitation
• Ability to work in a dynamic, fast-paced business environment.

Don’t meet every single requirement? That’s OK! At Orion, we value a variety of perspectives and experiences and believe in transferable skillsets. If you’re excited about this role but not certain it’s a match.

$50,000 - $95,000

To the extent permissible by local law, Omnicom’s policy requires employees to work in the office for a minimum of three days a week, unless additional in-office days are directed by their agency or manager.

Omnicom is committed to hiring and developing exceptional talent. We agree that talent is uniquely distributed, and we’re focused on developing inclusive teams that can bring the best solutions to everything we do. We strongly believe that celebrating what makes us different makes us better together.

Join us—we look forward to getting to know you.

We will process your personal data in accordance with our Recruitment Privacy Notice. Link to Recruitment Privacy Notice: https://www.omc.com/privacy-notice

For US Job Seekers: It is the policy of Omnicom and any of its affiliates to provide equal employment opportunities to all employees and applicants for employment without regard to race, religion, color, ethnic origin, gender, gender identity, age, marital status, veteran status, sexual orientation, disability, or any other basis prohibited by applicable federal, state, or local law.

EOE/AA/M/D/V/F.

At Omnicom Group, careers are designed for growth. We’ve purposefully crafted a transformative talent experience built with accountability in action — focused on community, impact, and opportunity.