Engagement Delivery Director

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Job Category
Customer Success

Job Details

About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn't a buzzword - it's a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You're in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

The Director, Engagement Delivery (Program Management) role is a seasoned program management executive. They lead a team of project resources on and offshore tasked with delivery for our most complex, enterprise-level customers. They also help ensure the success of these teams while securing the highest CSAT and business outcomes.

The 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.

• 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

• 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. (cross-functional - Product Owners, Scrum Masters, TechOps, Release Eng, Capacity, Functional Managers, Release Management).
• Provide visibility to program status (issues, risks, metrics, etc.) on an ongoing basis through push status reporting (to all stakeholders, team members, and interested parties).
• 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 (deep dive into the current state of project goals, risks, and escalations).
• 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.

• 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

• 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)
• Allocate and track the budget and resources across the program
• Align the organization or strategic direction that impacts the individual components and the overall program goals and objectives
• 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.