Salesforce Global Contact Center Operations Director

Overview

Director Global Contact Center Operations

Responsibilities

• Define and own the enterprise-wide Salesforce Contact Centers roadmap, strategy and delivery for global
• Partner with business leaders to identify opportunities for process optimization and innovation using Salesforce and Drive digital transformation initiatives leveraging Salesforce and connected platforms.
• Oversee architecture, governance, scalability, and security of all Salesforce instances and ensure effective data strategy, integration, and compliance across systems
• Partner with Capability teams on end-to-end solution evaluations (Innovation, Enterprise Services Platforms, DATA & AI, Digital Products, Security and Infrastructure)
• Lead cross-functional teams to deliver Salesforce projects on time and within budget, manage vendor relationships, contracts, and performance metrics and implement agile methodologies, release planning, and change management best practices
• Build, mentor, and manage a high-performing team of Salesforce architects, developers, admins, and business analysts. Foster a culture of innovation, accountability, and continuous improvement
• Collaborate with executive stakeholders across departments to align Salesforce capabilities with business needs and Serve as the internal champion for Salesforce adoption, usability, and ROI measurement
• Lead delivery of consistent solution architecture (conceptual, logical, and physical architecture) for key transformation initiatives to ensure solution is fit for purpose, flexible, scalable, and sustainable.
• Expert in up-to-date with technology and industry trends by proactively participating in training, self-study, conferences, webcasts, user group participation, reading or other relevant means.

• The expected compensation range for this position is between $125,900 - $249,900.
• Location, confirmed job-related skills, experience, and education will be considered in setting actual starting salary. Your recruiter can share more about the specific salary range during the hiring process
• Bonus based on performance and eligibility target payout is 25% of annual salary paid out annually and an additional target payout of 10% of annual salary is paid out over 3 years following the end of the performance period
• Long term incentive equity may be awarded based on eligibility and performance
• Paid time off subject to eligibility, including paid parental leave, vacation, sick, and bereavement
• In addition to salary, PepsiCo offers a comprehensive benefits package to support our employees and their families, subject to elections and eligibility: Medical, Dental, Vision, Disability, Health, and Dependent Care Reimbursement Accounts, Employee Assistance Program (EAP), Insurance (Accident, Group Legal, Life), Defined Contribution Retirement Plan.

• Bachelor's Degree in Information Technology, Computer Science, MIS, or similar field, Masters preferred.
• 15+ years of software industry experience
• 10+ years of hands-on Salesforce leadership, including Sales Cloud, Service Cloud, Marketing Cloud, CG Cloud and Platform
• 5+ years of hands on AWS experience on Connect
• Proven success delivering large-scale Salesforce implementations and transformations
• Strong understanding of Salesforce architecture, APIs, data models, and governance
• Experience managing internal teams and external vendors or SI partners
• Excellent executive communication, stakeholder management, and strategic planning skills.
• Ability to comprehend business strategies and needs and translate them to technology strategies.
• Ability to demonstrate a mindset for the Conceptual, Logical, Physical levels of architecture and apply them effectively.
• Systems thinking, understanding of relationships between various systems
• Strong thought leadership and executive storytelling skills, assertive and trusted advisor, and ability to produce high-quality deliverables
• Understanding of integration technologies and patterns; data architecture and patterns
• Salesforce certifications and AWS certifications (e.g., Salesforce Certified Application Architect, System Architect, or CTA)
• Familiarity with tools like MuleSoft, Tableau, Slack, or industry-specific Salesforce products