Massachusetts Veterans Jobs

MassHire JobQuest Logo

Job Information

Salesforce.com, Inc Sr. Director, Unified Command Team - CIC in Burlington, Massachusetts

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 Category

Customer Success Group

Job Details

The Sr. Director, Unified Command- Critical Incident Center is part of the Critical Incident Center (CIC) Leadership team, a highly customer-focused, operational role responsible for providing leadership to Salesforce’s Critical Incident Response 7 x 24. This world-class program adopted from public sector methods commonly used by Fire departments, Police departments and FEMA supports our pillars of Trust and Transparency.

The CIC team leads Salesforce Incident Response, executing our playbooks flawlessly, as one company focussed on restoring service rapidly with minimal customer impact. The Sr. Director operates as a player/coach with the team, driving alignment across Salesforce to a Customer First mentality and drive processes that ensure everything we do benefits the customer

The Sr. Director should bring thought-leadership to the Unified Command team, a highly visible function with top executives, that leads and influences teams across the company including Legal, PR, Security, and Technology functions. Unified Command brings leadership and discipline during an incident and importantly reinforces the program through preparation and planning, with a balance between authoritative and collaborative operation modes.

The Sr. Director will also continue to strengthen the relationship with Site Reliability Engineering (TMP SR) collaborating on Incident Response activities and programs ensuring CIC is aware and aligned with TMP SR initiatives and influencing and challenging for alignment with CIC’s initiatives.

The successful candidate will have a strong ability to react to incidents, managing stress and the unknown with ease. Additionally, a strong strategic focus on prevention, learning from each incident and partnering with teams across the company to implement solutions that will reduce, or eliminate, impact to our customers.

As this role is business-critical, work outside of office hours will be required.

Key Responsibilities:

  • Engage with peers to drive operational and execution excellence of the Corporate Incident Response

  • Drive consistent very high levels of internal/external customer satisfaction

  • Coach new and existing leaders to grow the leadership bench strength encouraging high employee engagement and focusing on employee development

  • Drive continuous improvements through timely effective After Action Reviews

  • Become a Trusted Partner for other agencies such as Infrastructure, Engineering, Operations, Technical Support, Customer Success and Sales Leadership to assure company-wide alignment across the business

  • Participate in leadership on-call coverage for critical incidents

Experience / Skills Required:

  • 10+ years of experience in Escalation Management and Incident Response in a high growth Software/Hardware Technology Organization

  • Highly collaborative and diplomatic; curious, patient, open & honest; able to develop strong working relationships across matrixed teams

  • Exceptional C-Level written and verbal communication skills, able to develop and tailor communications that are appropriate for the audience and the context

  • Focused on quality of service, process development with continuous improvement and corrective action

  • Preemptive problem-solver, engaged both strategically and tactically

  • Strong cloud and infrastructure technology and delivery experience

  • Demonstrable experience leading, developing and coaching a global 24x7 team

  • Understanding of Salesforce Product Offerings strongly preferred

  • Strong operational rigor and effective project management skills; able to lead cross-functional collaboration to achieve results

  • Complete focus on customer success with a consultative approach

  • Excellent team player able to work with virtual and global cross functional teams

Accommodations - If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form. (http://cloud.mail.salesforce.com/accommodations-request-form)

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 Salesforce and explore our benefits.

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. Salesforce.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay any third-party agency or company that does not have a signed agreement with Salesfore.com or Salesforce.org.

Salesforce welcomes all.

Founded in 1999, Salesforce is the global leader in Customer Relationship Management (CRM). Companies of every size and industry are using Salesforce to transform their businesses, across sales, service, marketing, commerce, and more by connecting with customers in a whole new way. We harness technologies that can revolutionize companies, careers, and, hopefully, our world.

Salesforce is built on a set of four core values: Trust, Customer Success, Innovation, and Equality. By making technology more accessible, we're helping create a future with greater opportunity and equality for all. This has taken our company to great heights, including being ranked by Fortune as one of the “Most Admired Companies in the World” and one of the “100 Best Companies to Work For” eleven years in a row, and named “Innovator of the Decade” and one of the “World’s Most Innovative Companies” eight years in a row by Forbes.

There are those who choose to work with the best and brightest. And then, there are those who want to do more than just a job. They are the ones improving lives, not only their careers. Having an impact now instead of later. Doing something that’s so much bigger than themselves, an industry, and their company.

We believe everyone can be a Trailblazer. Join Salesforce and discover a future of new opportunities.

DirectEmployers