Director of Product Management, Technology Service Delivery
San Francisco, CA  / Bellevue, WA  / Seattle, WA 
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Posted 1 day ago
Job Description

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Job CategoryProducts and Technology

Job Details

Salesforce, the Customer Success Platform and world's #1 CRM, empowers companies to connect with their customers in a whole new way. We are the fastest growing of the top 10 enterprise software companies, the World's Most Innovative Company according to Forbes, and one of Fortune's 100 Best Companies to Work For six years running. The growth, innovation, and Aloha spirit of Salesforce are driven by our incredible employees who thrive on delivering success for our customers while also finding time to give back through our 1/1/1 model, which leverages 1% of our time, equity, and product to improve communities around the world. Salesforce is a team sport, and we play to win. Join us!

Department Description:

Trusted customer success is our #1 value. Delivering the highest standard in system availability, performance, and security is our top priority. The Technology Service Delivery product team works across products, technology, sales, services, marketing, finance, and legal to:

  • Drive the Service Delivery product portfolio (availability, performance, and security / compliance features)

  • Promote the cloud-scale architecture and technology that powers the world's most trusted enterprise cloud

We deliver leading-edge positioning, compelling content, thought leadership, and enablement to rebuild trust with customers who have experienced issues and incidents.

Role Description:

The Salesforce Technology Service Delivery product team is looking for a technical product manager who has in-depth knowledge of cloud-scale architectures and is dynamic, creative, and has great interpersonal skills to help differentiate and grow our business. A big part of the job includes serving as the technical "subject matter expert" for the Salesforce cloud-scale architecture and technology. Your expertise will be applied to investigating technology challenges and creating content that conveys our vision and strategy, understanding market needs and trends, and collaborating with sales and services to deliver innovative technical product marketing programs. In this role, you will also leverage your product management skills to help drive the Service Delivery product portfolio roadmap.

Position Responsibilities:

  • Promote the Salesforce Service Delivery and cloud-scale architecture / technology through scalable technical messaging / positioning programs

  • Drive the Service Delivery product portfolio roadmap (availability, performance, and security / compliance features - across all Salesforce products, and in all geographies)

  • Scale rebuilding trust programs across the company so every customer-facing employee can effectively deliver incident related communications to customers

  • Rebuild trust with customers by conducting customer outreaches related to service incidents

  • Represent Salesforce as a technical "subject matter expert" at customer interactions, industry and corporate events, and through community sites and social media

  • Represent the customer. Be the champion and voice of customers. Build impactful, personal customer relationships. Bring the customer's voice into the creation process.

  • Work closely with cross-functional teams to drive the business & product strategy, then track, measure, and report against objectives

  • Develop compelling materials to market our innovation, cloud-scale architecture, roadmap, applications, processes, security, and reliability - across all Salesforce products, and in all geographies

Requirements:

  • 8+ years experience in technical product management / product management / product / service engineering for a high tech company (cloud experience preferred)

  • Background in cloud-scale architectures / technologies

  • Experience in messaging / positioning / communicating cloud-scale architectures and technology to internal and external audiences

  • Proven ability to set a vision, excite and lead (directly and / or by influence) cross-functional multidisciplinary teams to achieve a product vision

  • Experienced and effective in high-stress, challenging customer situations (rebuilding trust scenarios with customers following technology impact)

  • Strong affinity for metrics and a bias toward data-driven decision making

  • Hands-on ability to create a range of technical product assets (presentations, web and copy content, email campaigns, media, etc...)

  • Exceptional communication skills, including writing and executive presentations

  • Self-motivated individual capable of working in a fast-paced, startup environment, both remotely and in person.

Desired Skills and Experience:

  • Experience with Salesforce including Service Cloud, Marketing Cloud, reporting, and dashboards

  • MBA preferred

  • Core services / infrastructure product development experience

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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.
Salesforce.com and Salesforce.org are Equal Employment Opportunity and Affirmative Action Employers. 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. Headhunters and recruitment agencies may not submit resumes/CVs through this Web site or directly to managers. Salesforce.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay fees to any third-party agency or company that does not have a signed agreement with Salesforce.com or Salesforce.org.

 

Job Summary
Company
Start Date
As soon as possible
Employment Term and Type
Regular, Full Time
Required Experience
8+ years
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