Engagement Delivery Director/Senior Director - Telco, Media, High Tech

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Job Category: Customer Success

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.

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.
• Develop strong partnerships with key functional stakeholders to drive focus on business goals.
• 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.
• Provide monthly program reviews and updates at sprint reviews.
• 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.
• 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.
• Ability to lead enterprise-wide engagements, facilitate meetings with client executives, mentor teams of senior team members.
• Ability to work effectively in a fast-paced, high-energy, team-oriented environment.
• Bachelor's degree in Business Administration and/or Information Technology or equivalent experience.
• Agile SCRUM Master Certification.
• PMP Certification.

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