Vice President Enterprise Employee Experience – Enterprise O…

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Company: Salesforce
Location: San Francisco, CA 94105 (Financial District area)

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Job Category

Products and Technology

Job Details

The ideal candidate is a seasoned executive with a track record of building and transforming global service teams in a multi-billion dollar enterprise software company, preferably in the cloud. The successful candidate is highly strategic and yet attunes to critical details. The individual will have a high sense of urgency, strong executive presence, and an outstanding history of partnering with Product, Engineering and Infrastructure teams to deliver a world class end user experience.

JOB RESPONSIBILITIES

  • Leads from the front to deliver a world class employee service and technology experience
  • Hires, develops, and retains the best talent in the industry
  • Invests in the success of every member of the team, providing opportunities for personal development and career growth
  • Leads the global end user services team, including back office service channels (chat, tickets, phones), front office service channels (Techbars, conference room AV, customer innovation centers)
  • Leads the IT asset management team, including the global desktop, laptop and cell phone fleet; software and infrastructure asset management
  • Partners across the organization to develop and execute transformation strategies, programs and tactics to scale and personalize the enterprise employee experience
  • Leverages the latest in Salesforce platform features to enable employee experience
  • Possesses an excellent grasp of key operational drivers and delivers all KPI’s, including end user satisfaction, security and cost to service metrics
  • Establishes an outstanding relationship with Engineering, Product Management, and Infrastructure teams, to address top case drivers and drive automation and self service capabilities
  • Engages deeply with internal customers to listen and action on feedback
  • Partners with systems service providers to deliver a superior employee experience as “One Team”
  • Embodies the values of Trust, Customer Success, Innovation, and Equality

PREFERRED QUALIFICATIONS & SKILLS:

  • BS or MS in Computer Science, or equivalent experience.
  • 10+ years experience in an enterprise service environment, handling complex platform and application services
  • 10+ years in technology leadership, with at least 3 years managing Directors or higher
  • 5+ years managing Global teams
  • Plan and manage at the strategic and operational levels
  • Superb analytical and problem solving skills
  • Excellent interpersonal and relationship building skills
  • Ability to inspire a team to drive consistent excellence
  • Stellar written, presentation and speaking skills
  • Expert in end user technology and automation, track record to deliver user automation at scale
  • Strong understanding of operational metrics and processes, centered around employee experience
  • Passion for data and ability to bring simplicity and focus based on data-driven insights
  • Ability to juggle multiple priorities while staying calm and bringing the right focus
  • Has a Beginners Mind, always looking for new ways to make things better
  • Adapts to, and thrives in, periods of uncertainty and change.

PERSONAL CHARACTERISTICS

  • High integrity and humility
  • Performance-driven self-starter
  • Excellent interpersonal and relationship skills
  • Leads with transparency to build trusts with internal and external partners
  • Innate desire for innovation, continuous learning and improvement
  • Thrives in a dynamic, fast-pace, result-oriented, can-do environment
  • Has the gravitas to represent this mission-critical function to executive leadership, customers and other key stakeholders

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