Senior Director, Experience

at Salesforce in Chicago, Illinois, United States

Job Description

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.

Job CategoryEmployee Success

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.

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.

Role Description
Product Education is part of the Customer Success Group ("CSG") and is a key pillar in delivering success to over 150,000 customers globally. The Education pillar brings together our Guide, Onboarding, Architect, Proactive Services Engineer, Instructor, Content, Programs, and Operations teams to accelerate customer adoption, health, and loyalty with training and expertise at scale. We pride ourselves on a strong customer-centric culture, delivering a trusted world-class customer experience and offering the right engagement and expertise to meet customer needs. As Salesforce innovation grows and customers digitally transform, we expertly craft and tailor new services and offerings to ensure we serve our customers in the best ways possible. Our global Customer Success organization is transforming to improve internal alignment and provide our customers with an Easy, Expert, and Efficient experience. The Programs & Operations team works within Product Education to operationalize how we deliver learning at scale, including experience design.
The Senior Director of Experience is a critical leader on the Programs & Operations Leadership team. They are responsible for driving important strategic initiatives that enhance customer and employee experiences across our Product Education practice, including Trailhead, 1:M Training, and 1:1 Engagements. Using Experience Design methodologies, the Senior Director will lead the strategy and execution of various critical priorities to design improved, more frictionless experiences for internal teams to deliver better customer experiences. New and improved experiences will aim to increase automation, improve processes, and streamline and scale operations within our system(s) of engagement. This role will partner closely with technology teams to define requirements and implement changes.
The ideal candidate is an experienced leader of leaders with a proven track record of defining and driving cross-functional, organization-wide strategic programs. They are deeply experienced in driving transformational change that leverages new technology, processes, and operating models. The successful candidate will be endlessly focused and passionate about leading teams to drive ever-improving customer and employee experiences. The individual will have a high sense of urgency, a strong executive presence, and an outstanding history of partnering with a broad cross-functional organization laser-focused on delivering to customer needs. Our culture is fast-paced, and our initiatives are vast. This is an exciting and perfect opportunity for the go-getter who thrives in such an environment!

Primary Responsibilities:

Lead, coach, and mentor Experience teams to design transformational experiences for customers and employees.

Directly manage initiatives and teams with a customer-centric focus, and rapid experimentation / hypothesis testing

Build alignment with key... For full info follow application link.

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