Sr. Manager Salesforce Delivery

Primary Duties and Responsibilities (details of the basic job functions)

Responsible for building and managing a Salesforce Center of Excellence, including all aspects

of business process, technology, program/project management, change management, and

governance. Create and promote strategies that support long term business goals, anticipate

tactical needs, and maximize value out of the Salesforce and Force.com platforms. Work across

lines of business and executives, business operations and through IT to build and ensure an

emotionally engaging customer experience. This role is responsible for managing Demand &

Supply of Salesforce solutions, ensuring delivery excellence and instituting processes, methods

& controls for effective delivery of Salesforce features, tools and techniques.

Responsibilities include

• Create overall COE strategy based on business goals and direction, with supporting

roadmap accounting for technology trends and regulatory requirements.

• Implement COE governance structure in partnership with IT Business partners and

business stakeholders including people, processes, tools, dashboards, standards and

metrics.

• Lead and coordinate all components of Salesforce COE and programs within it: business
• process &
• analysis, systems/solutions, testing, change management &
• training,

program/project management, master data, compliance, business operations

resources.

• Act as key executive leading governance, raising strategic decisions and risks/issues for

resolution. Ensure that effective decisions are made at the lowest level reasonable in the

organization. Accountable for executing governance decisions.

• Assist and facilitate business stakeholders’ submission and prioritization of ideas to

improve customer experience, increase revenue or reduce cost.

• Partner with business and IT business partners to create business cases; lead the

measurement of value and ROI realized in the course of all Salesforce projects.

Lead the development and continuous improvement of a reusable repository of tools,

templates, best practices and methodologies to manage the estimation, implementation

and support efforts for solutions being deployed on the Salesforce/Force.com platform.

• Responsible for all aspects of funding and budget management, including resources,

programs, process, and technology.

• Lead with a continuous improvement mentality, and provide metrics to show the

realization.

• Responsible for all aspects of resourcing the Salesforce COE team, including

rationalization of skill sets and resources, training, leveraging outsourcing & consulting

as appropriate to result in a high performing COE team overall.

• Supervisory Responsibilities (briefly describe, if applicable, or indicate None):

Responsible for leading technical and professional staff spread throughout the footprint within

a virtual environment. Communicates job expectations; planning, monitoring, and appraising

job results; coaching, counseling, and providing candid and relevant feedback