Engagement Delivery Senior Director – Telco, Media, High Tech

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Job Category

Customer Success

Job DetailsAbout Salesforce

We’re Salesforce, the Customer Company, inspiring the future of business with AI + Data + CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.

Role Description

The Senior Director, Engagement Delivery (Program Management) role is a seasoned program management executive. They lead a team of Program/Project managers tasked with delivery for our most complex, enterprise-level customers. They may also lead a team of managers with direct reports. They are forward-thinking leaders responsible for hiring, building, and developing outstanding teams tasked with delivering the highest-quality customer-facing engagements. They also help ensure the success of these teams while securing the highest CSAT and business outcomes.

The Senior Director, Engagement Delivery collaborates with other leaders to ensure consistent delivery best practices and influences the overall global engagement and delivery approach. They are responsible for meeting and exceeding business targets and providing leadership with accurate forecasts and metrics. They contribute to thought leadership and lead efforts to drive positive change, organizational initiatives, and V2MOM methods forward with executive-level engagement. They take ownership and personal responsibility for implementing change despite opposition or barriers and confidently make decisions in conditions of uncertainty. They also partner with their respective Communities, leadership, and other stakeholders to create and refine delivery tools and processes. They are strong mentors who lead by example and embody the Salesforce values.

Your Impact

• Lead programs by achieving alignment on program scope, and release planning, as well as aligning one or more teams on vision, and business goals, creating the program structure, and securing cross-functional alignment.
• Drive teams through the Software engineering experience using Agile and demonstrated analytical and technical skills.
• Drive stakeholder meetings with key stakeholders for each program to help make key decisions, remove obstacles, and address key program issues. Be the key driver to ensure business goals are met and drive the strategic vision of each program.
• Develop strong partnerships with key functional stakeholders to drive focus on business goals. Be a trusted partner for executive management to ensure program success.
• Partner with cross-functional teammates to drive workgroup alignment meetings to address tactical release issues, dependencies, team status, production issues, metrics review, milestones, etc.
• Provide visibility to program status (issues, risks, metrics, etc.) on an ongoing basis through push status reporting.
• Manage “program/feature” dependencies across multiple teams, scrum teams, functions, divisions, and stakeholders.
• Anticipate and remove obstacles with a sense of urgency that slow down or prevent teams from delivering on project goals.
• Create a collaborative environment that fosters creativity, innovation, and learning.
• Operate as a catalyst within the organization to advance our Product & Technology strategy globally and drive stakeholders across client organizations through change.

Minimum Requirements

• 15 + years of experience (with 5+ years leading multiple work streams) in a program management role leading enterprise-scale CRM projects
• 10+ years experience with management consulting or consulting services
• SFDC experience is not required but parallel implementation experience is required
• Demonstrated project leadership skills with direct responsibility for running project teams, budgeting, and scheduling against a customer or vendor contract
• Lead internal and external project customers; confirmed negotiation, conflict management, issues, executive communication, and leadership skills
• Outstanding and effective interpersonal skills; along with good executive presence. Verbal and written; ability to work with remote teams during non-traditional business hours
• Ability to lead enterprise-wide engagements, facilitate meetings with client executives, mentor teams of senior team members, and proactively run project risk ability to weigh business and technical requirements to identify dependencies, produce project plans and estimates
• Ability to work effectively in a fast-paced, high-energy, team-oriented environment
• Ability to multi-task and perform effectively.
• Bachelor’s degree in Business Administration and/or Information Technology or equivalent experience
• Agile SCRUM Master Certification
• PMP Certification
• Salesforce.com Certifications (Admin, Sales, Service, Marketing, etc.) preferred

Preferred Qualifications

• Bring strategic and tactical enterprise software project delivery experience to Salesforce clients
• Provide senior-level consulting and counsel to client business and technology executives as a trusted advisor
• Build strong executive-client relationships to enable them to persuade and influence the direction of the delivery and resolve key issues; manage client escalations and resolve through experience and relationship/trust-building
• Align multi-cloud delivery best practices, resourcing, team structure, knowledge, and assets
• Oversight and mentorship of project leadership and practitioners
• Support Delivery Assurance and the dissemination of Salesforce’s delivery standards and practices across programs
• Provide feedback, coaching, and training recommendations for Project Managers; ensure consistent delivery methodologies across the program
• Define and manage program governance (controls)
• Create and lead project plans; monitor and review project progress and timelines; adjust schedules and plans as needed, and identify and resolve issues to ensure project success.
• Ensure on-time and on-budget delivery of large-scale programs while also ensuring that program gates and governance are properly adhered to during the execution of the project.
• Track utilization of project resources against the prioritization and budget. This includes on-time entry and approvals for project timesheets.
• Run routine execution of project implementations. Assist with the planning, tracking, documentation, and status updates for the project.
• Lead scope changes and ensures the project is delivered on time and within budget
• Able to run enterprise-level programs consisting of 50+ person teams with multiple delivery workstreams (3+) and complex integrations requiring multi-functional collaboration and management
• Exercise solid program leadership skills combined with a good eye for business and in-depth analytical skills.
• Identify opportunities to demonstrate all Salesforce technologies.
• Participate in end-to-end implementation planning including program management, issue management, communication, and organizational change.
• Leverage business knowledge and expertise to drive business process improvements.
• Have difficult conversations regarding budget, resources, and timeline and formally collect and communicate outcomes of those meetings.
• Accountable for all project deliverables, reviewing those results prepared by the team prior to submission to the client
• Identify, manage and mitigate program risk

Possible travel of about 25%, but exact travel requirements will vary based on customer.

BENEFITS & PERKS

• Comprehensive benefits package including well-being reimbursement, generous parental leave, adoption assistance, fertility benefits, and more
• World-class enablement and on-demand training with Trailhead.com
• Exposure to executive thought leaders and regular 1:1 coaching with leadership
• Volunteer opportunities and participation in our 1:1:1 model for giving back to the community

For more details, visit Salesforce Benefits.

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Salesforce is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.

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