Director, Technical Program Management: Service Cloud

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Job Category

Program & Project Management

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.

Technical Program Managers (TPMs) play a meaningful role at Salesforce in leading large-scale, cross-functional initiatives within our Technology & Products organizations. TPMs are responsible for programs through from beginning to end, ensuring a better workflow and more effective communication. They work closely with executives and key company partners to drive critical programs and activities across the company!

As The Director of Technical Program Management for Service Cloud, you will be both a key leader and champion of the Digital Engagement and Omni Channel teams as well as a pivotal member of the Service Cloud TPM team. This role will be fundamental delivering the strategic roadmap for Service Cloud’s Digital Engagement & Omni Channel business with velocity, quality, and autonomy. The role includes driving operational coordination across Engineering and Product to quickly bring time-sensitive capabilities to the Product portfolio. In this role, you will lead cross-functional teams during the development and release phases of the process, help navigate complex dependencies and timelines, escalate and mitigate program risks, and assist in the prioritization of deliverables to align with the overall business strategy.

Strong candidates will have experience driving cross-functional initiatives at scale, be well versed in the software development lifecycle, be comfortable delivering complex engineering programs, as well as experience with product development and cross-functional collaboration. Additionally, candidates should be proficient in planning, organizing, and collaborating across geo-distributed teams to execute on product vision and operational excellence. This is an individual contributor role!

About You

• Love to wear multiple hats.
• Builds the relationships to make things happen.
• Highly functional in an energizing environment.
• Comfortable bending between the tactical and strategic.
• Outstanding executive presence and communications professional.
• A service-oriented-minded person who "Thinks Customer."
• Enjoy a hyper-transparent flow of information, conversation, and ideas.

Your Impact

• Lead programs by aligning across program scope, and release planning, as well as aligning one or more teams on vision, and business goals, crafting program structure, and securing cross-functional alignment.
• Drive teams through the Software engineering experience using Agile and analytical and technical skills.
• Drive Steering Committee meetings with key partners 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, achievements, etc. (cross-functional - Product Owners, Scrum Leads, UX, CX,).
• Lead "program/feature" dependencies across multiple teams, scrum teams, functions, divisions, and partners.
• Anticipate and remove obstacles with a sense of urgency that slow down or prevent project 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 critical issues).
• Create a collaborative environment that fosters creativity, innovation, and learning.
• Be a catalyst within the organization, someone who can help advance our Product & Technology strategy globally and drive others in the organization to change.

Requirements

• 10+ years (Director, TPM) of enterprise software/technical program or engineering management experienc