Director, Customer Experience

Salesforce.Com, Inc. San Francisco , CA 94118

Posted 5 months ago

Job CategoryProducts and Technology

Job Details

Everyone who wants to change the world should have the tools and technology to do so. Technology is the most powerful equalizer of our time, providing access to data, knowledge, andabove allconnections. Salesforce gets our technology in the hands of nonprofits and educators so they can connect with others and do more good. The more missions our technology supports, the more we invest back into technology and communities, creating an endless circle of good.

If working every day to support this vision sounds like something you'd be interested in doing, then we'd like to talk to you. We are looking for an experienced and multi-faceted Product Management leader to own the Customer Experience portfolio for the Salesforce.org technology team. This includes working with business teams that support both internal customer (Salesforce employees) experience as well as the external Salesforce.org customer experience. This is an amazing opportunity to have an impact with thousands of nonprofits and higher education groups while working with some of the best employees and customers in the world. We support and mentor one another to create something bigger than any of us could have dreamt of alone.

What will you bring to Salesforce Business Technology? You should have at least 5 years of Product Management experience, a minimum of 3 years building and leading a team and a track record of delivering quality solutions. A background in engaging with and delivering solutions for internal business teams is highly preferred. Knowledge of the Lead to Opportunity and Customer Success business domains is preferred. We're looking for a leader who loves building relationships and mentoring and developing a team. A successful candidate will understand the importance of engineering, architecture and UX as part of the Product development process, enjoy a good technical challenge, and be comfortable working with the team to resolve areas of misalignment and interfacing with org leadership. We want to talk to you if you are deeply committed to customer experience and have a proven success record developing and managing a portfolio of products and Product Managers.

This role will report to the Senior Director of Product Management, Business Technology.

Within 1 month, you will:

  • Engage (weekly 1:1's) with each of the Product Managers in your portfolio to gain a high-level understanding of their product space, roadmap and current priority projects

  • Attend PM-lead check-in and Product SteerCo meetings, getting to know business leads in each space

  • Engage (weekly 1:1's) with your Engineering lead counterpart to begin to build a partnership to consistently delivering quality technology solutions for business teams (your team owns the product roadmap, they manage the technology team resourcing)

  • Engage with other Product Management leads to understand and consistently model road mapping and delivery process as well as surface and address any opportunities or risks

  • With Sr. Director of Business Technology, attend BT.org Steering Committee meeting, getting to know the SFDO executive leadership team

  • Drop-in on agile team daily stand ups, team sprints and planning meetings to get a sense of how teams operate

  • Start developing a vision for your portfolio, and begin to draft your V2MOM with your manager

Within 6 months, you will:

  • Have a solid understanding of the roadmap and priority projects for all products in your portfolio and be comfortable representing the roadmap and priority projects at exec-level meetings including 1:1's and BT.org Steering Committee meetings

  • Actively participate in strategic conversations that overlap with your portfolio; work with PM's to engage appropriate stakeholders and make good decisions about how to move forward

  • Establish and facilitate a regular Scrum of Scrums for the PM's and agile teams in your portfolio

  • Support career growth for your team through regular 1:1's, feedback and career conversations

  • Drop-in on agile team daily stand ups, team sprints and planning meetings; champion agile best practices particularly in the role of the Product Manager

  • Finalize your V2MOM including a vision and specific goals for your product portfolio

Within 12 months, you will:

  • Have become an expert, developed ownership and deeply understand the opportunities and challenges in your product portfolio

  • Be tightly aligned with your PM's on roadmaps and organizational priorities; represent the portfolio in leadership conversations including 1:1's and the BT.org steering committee

  • Have developed a strong and trusted partnership with your engineering counterpart, working as a team to ensure that Product teams are adequately resourced and operating smoothly

  • Provide an overarching strategic perspective on what is happening across your portfolio, supporting Product Managers in your portfolio as well as contributing to org-wide conversations about strategy, org structure and resource planning

  • Deliver on your V2MOM including the vision and specific goals for your product portfolio

Posting Statement

Salesforce.com and Salesforce.org are Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Headhunters and recruitment agencies may not submit resumes/CVs through this Web site or directly to managers. Salesforce.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay fees to any third-party agency or company that does not have a signed agreement with Salesforce.com or Salesforce.org.

Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.


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Director, Customer Experience

Salesforce.Com, Inc.