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Job Category Customer Success Job Details **About 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. Although all can apply, this vacancy is preferably intended for women (regardless of sexual orientation or gender identity, age, race or ethnicity and disability) **ROLE DESCRIPTION**: The Engagement Delivery Director (Program Management Director) 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 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 Engagement Delivery Director collaborates with other leaders to ensure consistent delivery standard methodologies 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, objectives and 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 are strong mentors who lead by example and embody the Salesforce values. Engagement Delivery Director (Program Management Director), could join into a diverse team for the following industry verticals: - Commercial and Enterprise (Manufacturing, Auto, Energy, Travel, Transportation, Hospitality, and Business Services). - Communications, Media, and Technology. - Financial Services including the Insurance industry. - Healthcare and Life Sciences. - Retail Consumer Goods. - Public Sector, Non-profit, and Education. **YOUR IMPACT**: - Lead programs by staying aligned 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 meetings with key team members 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 team members 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, etc. (cross-functional - Product Owners, Scrum Masters, TechOps, Release Eng, Capacity, Functional Managers, Release Management). - Provide awareness of program status (issues, risks, metrics, etc.) on an ongoing basis through push status reporting. - Handle "prograM/Feature" dependencies across multiple teams, scrum teams, functions, divisions, and stakeholders. - Anticipate and remove obstacles that slow down or prevent teams from delivering on project goals. - Provide monthly program reviews and updates at sprint reviews (give details into the current state of project goals, risks, and critical issues). - 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 team members 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 (or similar) 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; conflict management, issues, executive communication, and leadership skills. - Outstanding and effective communication skills; along with good executive presence. Verbal and written; ability to
