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 Driven Decisions to improve outcomes.

● Develop an unparalleled understanding of the problem and opportunity areas.

● Assist with development of product strategies for multiple tools and maintain the roadmap, validating and prioritizing the opportunities and features that will provide the highest impact for the organization.

● Distill the strategy into functional requirements and drive product development in collaboration with Engineering and Design, acting as the domain expert and voice of the user.

● Create, measure, and monitor metrics to ensure that we are always heading in the right direction.

● Communicate and present ideas and updates to the CIO and other senior stakeholders across the business.

● Translate business needs and strategy into short and long-term technology strategies.

● Provide oversight of technology delivery activities, ensuring schedule, scope, cost, and system performance targets/goals are met.

Required Skills:

● 8-10 years of experience creating strategic roadmap(s) from conception to launch and working with cross-functional teams.

● Experience interfacing with Senior Executives (across all functions e.g. C-Suite, Finance, Marketing, etc.) and Technology leadership.

● Knowledge of and experience with Agile Methodologies.

● Experience managing day-to-day technical and design direction.

● Experience leading and influencing Cross functional teams.

● Ability to influence multiple stakeholders without direct authority

● Proven ability to recruit and retain world-class talent.

● Excellent managerial skills and interpersonal skills; effectively communicate and collaborate with all areas of engineering.

● Ability to think strategically with an understanding of the short-and long-term impact of the decisions you make.

● Ability to lead highly technical teams and inspire team members to perform at optimal levels.

● Ability to prioritize effectively and delegate appropriately.

● Ability to effectively collaborate across teams and influence decisions for the benefit of the organization as whole.

Unleash Your Potential

When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.

Accommodations

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Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.

In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. Salesforce offers a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. More details about company benefits can be found at the following link: https://www.salesforcebenefits.com.

For New York-based roles, the base salary hiring range for this position is $262,900 to $420,600.