The IT Operations Manager is a hands-on, high-visibility role responsible for the American Board of Ophthalmology’s digital ecosystem. From day-to-day administration and tech support to strategic execution, the IT Operations Manager monitors and manages a diverse portfolio that includes the Salesforce enterprise system, data infrastructure and analysis, custom in-house platforms, and Azure database environment. As the primary in-house owner and expert, the IT Operations Manager maintains and enhances existing platforms (websites, portals, dashboards, and applications), solves problems promptly, and drives continuous improvement. Serving as the bridge between internal stakeholders and external vendors, this role translates business needs into practical, well-documented solutions and sees them through from concept to completion. The position is responsible for managing 1 existing FTE with the opportunity for additional on-staff or vendor hires.

Key Responsibilities:

1. Own and continuously improve the organization’s core technology systems, especially Salesforce, ensuring they are reliable, secure, well-documented, and optimized to support staff workflows and business needs.
2. Partner across teams to understand needs, solve problems, and deliver practical digital solutions, while providing responsive day-to-day support for systems, tools, and user issues.
3. Oversee all technology vendors, systems, and policies, ensuring strong security practices, clear documentation, effective training, and alignment with organizational standards.
4. Support and enhance custom applications, databases, and system integrations to ensure platforms work seamlessly together and meet evolving operational needs.
5. Provide hands-on administration of core tools and infrastructure, including Microsoft 365 and user systems, ensuring staff and volunteers can work without disruption.
6. Lead software testing, user acceptance, and training to ensure new and updated systems are functional, intuitive, and ready for use.
7. Manage and evolve the organization’s data and reporting capabilities, including dashboards and analytics, to support decision-making and organizational insight.
8. Staff and support a Board-level technology committee, including coordinating meetings, preparing materials, and providing clear updates on technology strategy, performance, and risks.

1. Salesforce Administration and Optimization

• Serve as the organization’s primary Salesforce administrator, responsible for configuration, maintenance, and enhancement of Customer Relationship Management system functionality.
• Maintain and improve Experience Cloud sites, dashboards, flows, automations, and system integrations.
• Troubleshoot errors, manage support tickets, and manage external vendors or developers.
• Conduct routine audits to ensure data integrity, compliance, and security.
• Develop and maintain internal documentation and reports; support staff through training and best practice guidance.
• Identify and implement enhancements that streamline workflows and improve staff efficiency.

2. Cross-Functional Support

• Work with all operational teams to translate needs into Salesforce or digital solutions.
• Provide user-facing troubleshooting and support for portals and digital tools.
• Participate in digital transformation projects by conducting testing, identifying issues, and providing recommendations for refinement.
• Implement Search Engine Optimization, accessibility, and design best practices across digital properties.
• Provide continuous audit and improvement planning to legacy processes and systems.

3. Technology Policy Development, Training, and Management

• With management direction and approval, identify, hire, and manage vendor expertise where necessary. Serve as manager for all technology vendors and serve as liaison between vendors and staff.
• Develop, implement, and update technology policies supporting best practice in system use and maintenance.
• Ensure all systems meet security requirements and manage annual evaluation and testing of system security. Provide education and training to staff on all necessary security practices. Provide Audit Committee and Board with annual report on systems security.
• Develop and own the inventory of ABO products and vendors and provide organizational access to reference of all products, uses, permissions, cost, current version. Develop annual update and training calendar for main software (Zoom, Salesforce, Outlook, AI tools, etc.).

4. Software/Database Development

• Provide technical support to existing .Net applications, including the oral exam scheduling, oral exam Zoom set-up, oral exam examiner portal, and the residency tracking portal.
• Perform integration with software applications through Application Programming Interface (API) using eXtensible Markup Language (XML) and JavaScript Object Notation (JSON).
• Address problems of system integration, compatibility, and multiple platforms.
• Manage database structure and permissions.

5. Hardware/Software Support

• Provide administration of Microsoft 365 Services: Exchange, SharePoint, OneDrive, and Teams.
• Provide support to employees and volunteers in resolving technology issues promptly.
• Set up new user accounts and profiles.
• Provide Domain Name System (DNS) record maintenance.

6. Software Testing

• Lead all user acceptance testing and staff training to ensure programs can be used easily, quickly, and accurately.
• Manage User Acceptance Testing (UAT) findings vendors and communicate findings to technical and non-technical colleagues.

7. Report Development

• Identify and support the organization’s reporting and data needs, including creation and maintenance of key reports.
• Lead dashboard development to interpret, visualize, and simplify data results and findings.
• Interpret and analyze financial data.
• Develop, implement, and optimize data management processes to design reporting solutions using multiple data sources.

8. Technology Governance and Guidance

• Report to the Board quarterly on systems, security, and strategy.
• In partnership with the Board and vendors, establish a technology roadmap and ensure key milestones are met.

Required Qualifications

• A deep interest in technology innovation with experience identifying and implementing best practices.
• Ability to explain technical concepts clearly so non-technical colleagues can understand what’s happening, why it matters, and what decisions need to be made.
• Appropriate Salesforce certifications and demonstrated success in similar Salesforce roles.
• Proven hands-on experience with Salesforce products (site configuration, component customization, user permissions, flows).
• Strong problem-solving and analytical skills with the ability to turn requirements into practical technical solutions.
• Ability to work both independently and within the overall organizational context, manage multiple tasks, and collaborate effectively with cross-functional teams.

Success in This Role Looks Like

• Salesforce systems are functioning accurately, optimally, and reliably for internal and external users.
• Staff have confidence in system workflows and understand how to use key features.
• Staff and Board understand the technology infrastructure, policies, improvement processes, and resources available to them.
• Staff and Board are trained regularly on the programs, issues and resolution processes, security practices, and new product features.
• The ABO has a clear strategy to streamline technology use and empower staff engagement and productivity.
• The ABO has a clear strategy to eliminate legacy products, software, and processes that can be improved or automated.

About The American Board of Ophthalmology

The American Board of Ophthalmology (ABO) serves patients and the public as the medical specialty board responsible for verifying the competencies of eye physicians and surgeons in the United States. A 501(c)(6) not-for-profit organization, the ABO certifies medical and osteopathic physicians who have completed an accredited ophthalmic residency training program and demonstrated the necessary level of knowledge, judgment, skills, and experience in ophthalmology. The ABO’s Continuing Certification program for board-certified ophthalmologists promotes career-long learning and ongoing improvement in patient care. The ABO is a founding member of the American Board of Medical Specialties (ABMS) and serves more than 20,000 active ophthalmologists. The organization is led by a physician-CEO and a 16-member Board of Directors; the ABO currently employs 11 full-time staff. Since 2018, the ABO has been recognized with GuideStar’s Platinum Rating for fiscal and operational transparency: https://www.guidestar.org/profile/23-1693176.

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