Description
We're looking for a highly strategic and hands-on Director of Technical Program Management to accelerate the innovation and delivery of Service Cloud, the industry-leading Customer Service solution. In this role, you will drive critical programs across the Service Cloud portfolio and the broader Technology & Products organization. You will be the essential thread connecting product teams, executive leadership, and global organizations (EMEA, India, HQ) to ensure long-term growth, scalability, and quality.
About You
Strategic & Adaptable: You are highly functional and thrive in a fast-paced environment, comfortably bending between strategic planning and tactical execution.
A Trusted Partner: You possess high Emotional Intelligence (EQ), outstanding executive presence, and professional communications skills to drive consensus and foster a hyper-transparent flow of information.
Ownership & Clarity: You take end-to-end ownership, drive accountability, and are passionate about bringing clarity to complex, ambiguous, and cross-functional programs
What You'll Deliver
Executive Program Leadership:
Drive strategic, cross-company initiatives, from vision and scope to release planning, securing alignment across functions and executive stakeholders.
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).
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.
Chaos to Clarity: Thrive in a dynamic environment, balancing strategic thinking with the ability to dive into details, clarify ambiguity, and provide clear decision-making pathways for complex, cross-functional dependencies.
Operational Excellence: Lead strategic planning, operational cadences, and resource allocation exercises across the Service Cloud leadership team and the wider organization. Able to simplify and scale operational processes to allow our teams to do what they do best - build world class software.
Modern Innovation: Foster an environment of continuous improvement and be comfortable experimenting with AI and emerging technologies in the flow of work to accelerate product development.
Trusted Partner: Act as a key liaison and trusted partner for executive management, providing consistent, high-visibility status reporting (risks, issues, metrics) and preemptively removing obstacles with urgency.
Requirements
10+ years of enterprise software/technical program or engineering management experience at a technology company.
5+ years of leading SaaS product development programs with a deep understanding of the SaaS business model and product lifecycle.
Expertise in portfolio management and applying agile methodologies in a dynamic environment.
Outstanding organizational, problem-solving, communication, and relationship-building skills conducive to driving consensus in a matrix management environment.
Bachelor’s degree or equivalent work experience.
For roles in San Francisco and Los Angeles: 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.