Business Operations Director

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About Salesforce

We're Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too - driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good - you've come to the right place.

Salesforce is seeking a Business Operations & Program Management Director to lead the delivery of strategic availability and reliability initiatives across our Reliability Engineering team. This individual will play a pivotal role in orchestrating large-scale, cross-functional programs, ensuring resilient and highly available solutions for Salesforce products across multiple platforms. Working closely with leadership and engineering stakeholders, you will define and execute program strategies, manage end-to-end project delivery, and drive alignment across teams. This is an individual contributor role, focused on program execution, not people management.

Responsibilities:

• Lead Program Strategy & Execution: Define and drive the vision, strategy, and roadmap for availability and reliability, delivering business-critical insights and solutions.

• Establish Cross-Functional Alignment: Build strong relationships across engineering, AI/ML, product management, incident response, and leadership teams, aligning on goals, resources, and timelines.

• Drive Project Management Excellence: Develop and manage program plans, proactively tracking progress, identifying risks, and ensuring timely resolution.

• Set and Track Critical Metrics: Define and monitor key metrics (e.g., availability, performance) for process and program health, ensuring alignment with organizational goals.

• Act as a change agent to establish best practices, standardized frameworks and tooling to facilitate program delivery.

• Champion Continuous Improvement: Implement best practices, frameworks, and tools to streamline program delivery, enhance communication, and promote resilience.

• Influence at All Levels: Communicate program status, challenges, and impact effectively to both technical teams and executive leadership.

What you'll need to be successful:

• 10+ years of program management experience, with a focus on reliability, availability, or observability in cloud or SaaS environments.

• 5+ years of experience in supporting large-scale SAAS or cloud provider environments.

• Proven ability to manage large-scale, cross-functional initiatives, building strong alignment with leadership and stakeholders.

• Strong understanding of service reliability, availability KPIs, and best practices in cloud infrastructure.

• Experience in building and executing operational models, using continuous improvement frameworks.

• Demonstrated cross-functional communication and relationship-building skills with Executive Leadership, with demonstrated ability to work effectively and collaboratively with diverse team members and external parties.

• Expertise in project management methodologies (Agile, Lean, etc.) and tools for efficient program tracking and delivery.

• Outstanding communication and leadership skills, with demonstrated success in influencing executives and technical teams alike.

• Experience in developing both short- and long-term strategic plans for enhancing customer-facing services.

Preferred Qualifications:

• Experience with data visualization tools (Tableau, Grafana).

• Hands-on experience with reliability engineering practices and an understanding of incident response, metrics, and SLAs.

This role offers the opportunity to shape Salesforce's approach to reliability engineering and make a tangible impact on product resilience and customer satisfaction.

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