Engineering Platform Governance and Global Support Manager

We are seeking an experienced and highly motivated strategic leader to join our dynamic team, with a focus on Technology Strategy & Innovation, Platform Governance, and AI-driven Engineering & Support Operations. This role will be at the forefront of shaping governance frameworks, ensuring trust and compliance, driving AI-powered automation, and leading global engineering support models to scale efficiency and resilience.

Salesforce, the world?s #1 AI CRM, has recently unveiled Agentforce, a groundbreaking suite of autonomous AI agents that augment employees and handle tasks in service, sales, marketing and commerce, driving unprecedented efficiency and customer satisfaction. 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.

THE TEAM
Our Digital Success Engineering team is an interdisciplinary mix of distributed software engineers, architects and engineering managers working collaboratively to build Unified Experiences for our Trailblazers. As customer zero, we drive innovation by harnessing Salesforce technology to create and easy and expert self-service experience that fuels Trailblazer Sucess.

THE ROLE
The Senior Manager/Director - Software Engineering will be responsible for leading governance, global support, and strategic innovation within the Digital Success Engineering organization. This role will serve as the central point of accountability for managing data, architecture, processes, and tools while ensuring trust, adherence to governance standards, and operational excellence. Additionally, you will be responsible for driving continuous innovation to support business objectives, fostering new ideas, exploring emerging technologies, and identifying opportunities for improvement across the organization.

The ideal candidate will have a deep understanding of Salesforce architecture, experience in managing engineering operations/global support teams and expertise in developing governance frameworks that enhance overall efficiency and security.

RESPONSIBILITIES
? Develop and implement governance frameworks, policies, and best practices
? Ensure compliance with data security, privacy and other legal requirements
? Establish technical governance standards, ensuring adherence to best practices in Apex Design Patterns, LWC, and integration security.
? Use KPIs to routinely measure the health of our platform, our security posture and our customers maturity while constructively looking for opportunities to improve.
? Responsible for monthly/quarterly service metrics, reviews of Incident and Problem data for trends and recurrence of issues, finding opportunities to reduce the frequency and eliminate service-impacting events
? Provide leadership and direction to overall support processes. Develop required processes and playbooks to enhance the support models
? Oversee troubleshooting and resolution of technical and functional issues. Be the primary contact for application support/incidents and escalations, and maintain SLAs
? Establishes a culture of doing detailed RCAs to get to the bottom of every issue. Takes actions to prevent issues from recurring
? Maintains knowledge bases for issue management
? Report promptly to management and business partners regarding critical outages until resolution
? Provide regular status reports to management on application status and other metrics
? Collaborate with business stakeholders/PMs to align Digital Success Engineering with organizational goals
? Identify customer zero opportunities for business process optimization and innovation
? Lead the POCs/Evaluations of new Industry trends and Agentforce features
? Drive continuous improvement initiatives and stay current with Industry and Salesforce product trends and advancements

PROFESSIONAL EXPERIENCE/SKILLS REQUIRED
? Bachelor's degree in Computer Science, Software Engineering, or equivalent relevant experience required. Experience will be evaluated based on the Values & Behaviors for the role (e.g. extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)
? 10+ years of relevant hands-on experience in Salesforce Administration and various Salesforce cloud products such as Sales Cloud, Service Cloud, Experience Cloud, Data Cloud and Agentforce
? Proven experience in Salesforce platform governance and engineering operations
? Strong understanding of Salesforce architecture, configuration and customization
? Excellent communication and collaboration skills to work with cross-functional teams
? Salesorce certifications (e.g, Salesforce Adminstrator, Salesforce Advanced Adminstrator, or Salesforce Platform App Builder) are plus
? Lifelong learner, inquisitive, practical, and passionate about technology and sharing knowledge
? Strategic problem solver, thought leadership and comfort communicating with executive audiences
? Experience with design thinking, persona-based discovery or other innovation techniques
? Driving innovation programs, emerging technology adoption, and process improvements
? Conducting market research, competitive analysis, and industry trend forecasting
? Leading emerging technology adoption (AI, cloud-native development, low-code/no-code etc.)

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