Job Description

Job Purpose

You will be responsible for the successful delivery, adoption, operational excellence, and continuous improvement of Salesforce-based solutions across BSEU. You will lead internal and external delivery resources, coordinate implementation partners, and ensure Salesforce initiatives are delivered on time, within budget, and generate measurable business value. Working closely with Product Owners, frontline teams, business stakeholders, and the Salesforce Platform team, you will transform strategic roadmap objectives into practical solutions that enhance user experience, improve operational efficiency, and drive customer-facing outcomes.

Responsibilities:

• Leading the successful delivery of Salesforce projects, enhancements, and roadmap initiatives
• Managing delivery schedules, dependencies, risks, resource allocation, project budgets, and costs
• Ensuring roadmap initiatives progress from concept through deployment and benefit realization
• Establishing and maintaining delivery governance across Salesforce workstreams
• Balancing speed, quality, business value, and operational stability across initiatives
• Embedding post-go-live support and optimization plans within all deliveries
• Managing compliance, audit requirements, and governance standards
• Owning the overall user and agent experience for Salesforce-based solutions
• Driving adoption of Salesforce capabilities across customer service, sales, and support teams
• Identifying usability barriers, operational inefficiencies, and process friction points
• Representing the voice of frontline users within product and delivery processes
• Partnering with Product Owners and business stakeholders to prioritize user-centric improvements
• Driving initiatives focused on simplicity, usability, productivity, and customer journey enhancement
• Establishing regular Gemba feedback loops with frontline teams and operational users
• Using customer satisfaction survey results and Gemba outcomes to optimize the feature roadmap
• Conducting field observations and user engagement activities to understand process execution
• Capturing recurring pain points, workarounds, and improvement opportunities
• Translating operational insights into prioritized backlog items and improvement initiatives
• Validating proposed solutions directly with end users before deployment
• Measuring and communicating the impact of improvements on users and business performance
• Leading and coordinating internal Salesforce delivery resources, external partners, and GCC teams
• Ensuring delivery partners meet agreed quality, cost, and timeline expectations
• Driving accountability across all delivery stakeholders
• Governing Salesforce release planning and deployment activities
• Ensuring appropriate testing, quality assurance, and change management processes
• Maintaining platform stability and operational performance
• Coordinating incident, problem, and defect management activities
• Ensuring operational readiness for new features and platform enhancements
• Driving Agile delivery practices and continuous improvement methodologies
• Facilitating planning cycles, backlog refinement, sprint execution, and release planning
• Ensuring transparency of delivery progress, risks, and dependencies
• Defining and monitoring measurable business outcome KPIs for Salesforce solutions
• Tracking adoption, productivity, and operational effectiveness metrics
• Driving improvement initiatives based on KPI performance and user feedback
• Reviewing and communicating value realization and business benefits to stakeholders

Qualifications & Experience Required

Education, Master, other certification:

• Bachelor's degree in Information Technology, Business, Engineering, or a related field

Experience:

• 5–10 years of experience delivering and operating enterprise CRM or Salesforce solutions
• Proven experience leading cross-functional teams and delivery partners
• Experience driving adoption and change management within business environments
• Strong understanding of customer service and sales processes
• Experience applying Agile, Scrum, and continuous improvement methodologies

Technical Skills:

• Experience with Salesforce platforms and enterprise CRM solutions
• Knowledge of Agile delivery frameworks and project governance practices
• Experience with release management, operational support, and continuous improvement processes
• Salesforce certifications are desirable

Languages Skills:

• Fluent English

Soft/Behavioral Skills:

• Execution excellence and ability to deliver complex initiatives successfully
• Customer and user-centric mindset
• Strong delivery leadership and stakeholder management skills
• Planning and organizational skills with the ability to manage multiple priorities
• Proactive risk management approach
• Excellent collaboration and communication skills
• Strong focus on measurable business value and outcomes
• Continuous improvement mindset driven by data and user feedback
• Change management and adoption leadership capabilities