At L.L.Bean, we believe the outdoors brings out the best in all of us. We are committed to fostering a culture of belonging and creating safe, inclusive spaces where everyone feels welcome—both here and Outside. We value individual differences and are dedicated to maintaining an inclusive work environment where everyone can bring the best of their experience and talents and truly thrive.

Position purpose:
We are seeking a seasoned Salesforce Order Management System Architect with deep Service Cloud experience to lead the improvement, optimization, and evolution of our Salesforce implementation. This role is critical in leading efforts to remediate issues and increase efficiency with our service channels, OMS processes, integrations, and agent experiences to support high-volume, omnichannel customer service and sales operations.

This is a hands-on role requiring strong technical leadership, cross-system design expertise, and the ability to translate business pain points into scalable Salesforce solutions.

We offer:

• Extraordinary employee experience

• Flexible schedule

• Working from home up to 5 days a week

• Fitness subsidy

• Education subsidy

• 3 paid days to enjoy outdoor activities

• 5 Personal/sick days

• L.L.Bean employee discount

• Asociación solidarista

• Life and medical insurance

• Company doctor

About the role:

Architecture & Solution Design

• Own end-to-end architecture for Salesforce OMS and Salesforce Service Cloud with integrations to back-end enterprise systems (order lifecycle, fulfillment, returns, cancellations, exchanges).

• Assess the current implementation, identify gaps, technical debt, and misalignment with business processes.

• Design Service Cloud data models, automation, and integrations to support accurate, real-time order visibility for service agents.

• Design and implement scalable solutions using Salesforce OMS, including order capture, fulfillment, payment processing, returns, and cancellations.

• Define best-practice patterns for Salesforce OMS -> enterprise ERP systems data synchronization (orders, order lines, shipments, invoices, RMAs).

• Create and maintain detailed documentation of solutions, including design specifications and technical architecture.

OMS & Integration Leadership

• Lead integration strategy between Service Cloud, OMS, and third-party systems such as ERP, Payment Gateways, and Shipping Providers using APIs, middleware (MuleSoft, Boomi, etc.), and event-driven patterns.

• Design fault-tolerant integrations with clear error handling, retries, and reconciliation processes.

• Partner with back-end system teams to align ownership, data contracts, and system-of-record decisions.

• Ensure Salesforce OMS supports complex order scenarios (split shipments, backorders, partial returns, replacements).

Service Operations Enablement

• Architect Service Cloud features including:

  • Omni-Channel routing

  • Case management and entitlements

  • Service Console customization

  • Macros, flows, and guided agent experiences

• Enable agents to resolve order-related inquiries efficiently without navigating multiple systems.

• Align Service Cloud design with SLAs, KPIs, and operational reporting needs.

Governance & Leadership

• Establish Salesforce architectural standards, documentation, and governance practices.

• Mentor developers and admins; review designs and code for quality, scalability, and adherence to Salesforce development best practices.

• Act as a trusted advisor to business stakeholders, IT leadership, and external vendors.

• Support roadmap planning for future Service Cloud and OMS enhancements.

On-Call and Support

• Responsible for 24/7 research and resolution of production system problems.

• On call – provides day time and after hours on call support.

About you:

• Education level: Bachelor degree in Computer Science, Information Systems, or related field.

• Experience: 8+ years Salesforce experience, with 5+ years in Salesforce OMS and Service Cloud architecture

• English level: C1 (Advanced)

• Strong, hands-on experience integrating Salesforce with enterprise platforms.

• Deep understanding of order lifecycle management and customer service workflows

• Proven expertise in Apex programming, including classes, triggers, batch processing, and asynchronous operations.

• Proven Expertise with Salesforce Lightning Components (Aura and LWC) and Lightning App Builder.

• Proven experience improving underperforming Salesforce implementations

• Expertise with Salesforce integration patterns, APIs, and middleware

• Familiarity with Salesforce DX, source control (e.g., Git), and CI/CD pipelines for Salesforce deployments.

• Strong communication skills with both technical and non-technical stakeholders

Preferred Qualifications

• Salesforce Platform Developer I or II certification

• Salesforce Platform Integration Architect certification

• Salesforce Platform Data Architect certification

• Salesforce Order Management Accredited Professional certification

• Salesforce Administrator or Advanced Administrator certification

• Experience in retail, e-commerce, or omnichannel environments

• Experience with Salesforce Commerce Cloud, Marketing Cloud, Manhattan, or SAP

• Familiarity with Salesforce Shield, Event Monitoring, or Security Best Practices.

• Experience with automated testing frameworks for Salesforce (e.g., ApexMocks, SFDX CLI testing tools).

If you care about the outdoors, joining L.L.Bean is a great way to feel good about what you do. Our benefits package makes a good thing even better, with programs and perks designed to support your health and financial goals. Plus, maintaining a healthy work-life balance and re-charging outside are all part of the plan.

If your experience looks a little different from what we've identified and you think you'd be great at this role, we'd love to learn more about you!   At L.L.Bean, we believe the outdoors brings out the best in all of us.  We strive to reflect this every day in our commitments to employees and partners and in our efforts to promote belonging.