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Job Category

Operations

Job Details

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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Posting Statement

At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at www.equality.com and explore our company benefits at www.salesforcebenefits.com.

Salesforce is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Salesforce does not accept unsolicited headhunter and agency resumes. Salesforce will not pay any third-party agency or company that does not have a signed agreement with Salesforce.

Salesforce welcomes all.

Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.

For California-based roles, the base salary hiring range for this position is $190,800 to $276,600.

Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, benefits. More details about our company benefits can be found at the following link: https://www.salesforcebenefits.com.