VP of Customer Experience and Program Management

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Job Category

Enterprise Technology & Infrastructure

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.

We are looking for a dynamic and strategic Vice President of Customer Experience and Program Management to lead and elevate our customer-first approach for our internal employees. This is a key leadership position, ideal for someone passionate about transforming internal customer journeys and driving business impact. If you’re excited to shape the future of internal customer engagements, we’d love to hear from you. 

Key Leadership Qualities:

Builds Trust and Credibility: Proven experience building strong trusted relationships with business units and executives by showing the ability to set expectations and deliver to those expectations. Makes decisions based on the organization's values - actions are consistent with the company's core values.

Strategic Thinker: Ability to translate details into bigger picture implications driving the business forward, challenging the status quo.

Lead & Adapt to Change: Thrives in a changing, dynamic environment and can drive operational efficiencies that map to changing needs. Relishes leading even when times are tough and models the attributes of a GREAT leader. Salesforce Great Leader characteristics include being Salesforce Smart, ability to Get it Done, Win as a Team, Motivate and Champion, and being a Courageous Communicator.

Focus on Customer Success: Builds and maintains relationships with customers, business partners and dependent teams; shapes solutions that have significant positive impact on their business.

Talent Management: Has a passion for building great teams - proven ability to develop others who he significantly contributed to company success with a history of making good hiring decisions and developing a strong bench of successors. Champions talent beyond their own organization. 

Innovate for Growth: Always thinking about how to make improvements; able to implement changes that map to business strategy. Stays abreast of cutting edge technology trends.

As a courageous leader, one must be able to take an unpopular stand if necessary for the betterment of our business. Must encourage a transparent and healthy debate while seeking the best alternative. This leader is looked to for direction in a crisis, faces adversity head on, and is energized by tough challenges.

Primary Responsibilities:

● Interface with the CIO to understand and flesh out the needs of the organization across multiple verticals.

● Conduct user research and interviews to understand both internal user needs and external customers needs as well as the workflows that drive the satisfaction of internal End Users, External Customers, and the Customer Service agents that  service them.

● Constantly Innovate, conceive, define, design, develop, test, and launch compelling end user experiences that are contextually-relevant, exceedingly-useful, and consistently further our mission of delivering world class solutions at the cutting edge of current technologies.

● Help establish the vision, strategy and roadmap for the items within the vertical/domain of the applications you oversee, in addition to defining and documenting success criteria.

● Help define the Technology vision and road map for the application and work with stakeholders across cross functional teams to ensure with the Technology, and Customer Service and Data teams to ensure on-time development and delivery of best in class feature sets.

● Work collaboratively with engineering teams on cutting edge technologies.

● Develop innovative solutions to complex problems by collaborating as needed across regions, product areas, and functions.

● Define and develop support and training materials.

What you’ll do:

● Conduct extensive discovery using both qualitative and quantitative research methods, including user interviews, journey mapping, and data analysis. 
 Leverage agentic AI and make Data