Engagement Delivery Director

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Job Category

Customer Success

Job Details

About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

Role Description

Program Directors are responsible for leading large-scale, strategic programs and a portfolio of complex, multi-cloud and AI-enabled Salesforce implementations to drive successful customer outcomes. They serve as Portfolio Director, with the hands-on project management experience to step in as a Project Manager when needed, and lead Engagement Delivery Senior Managers, Managers and Project Managers. They are data-driven, strategic thinkers who actively lead client management, program execution and control, scoping, contract reviews, knowledge transfer, and budget and financial management across the portfolio.

Your Impact

As Program Director, you own the delivery, health and financial performance of a portfolio of large-scale, multi-cloud and AI-enabled Salesforce programs, and you lead the leaders who deliver them.

• Deliver at scale: Own end-to-end delivery of strategic programs on time, on budget and with high quality. Act as the executive contact for customers, enforce governance to prevent escalations, and step in hands-on as a Project Manager when needed.
• Steer the portfolio with data: Prioritize and sequence programs, resources and risks. Use portfolio data (health, margin, utilization, CSAT, forecast, backlog) to decide, spot risks and opportunities early, and brief executives, including AI business cases and value metrics.
• Be the trusted advisor: Build strategic relationships with C-level stakeholders, hold difficult conversations early, turn complex business challenges into measurable outcomes, and work with Sales to drive expansion.
• Own the numbers: Be accountable for portfolio revenue, margin, utilization, budgets and forecasting, and partner with pre-sales on scoping, contracts and SOWs.
• Grow leaders: Coach and develop Senior Managers and Project Managers, build a succession pipeline, and contribute to LATAM-wide delivery excellence.

Required qualifications

• 10+ years of professional services, consulting, or program/project management experience
• 6+ years leading large-scale, complex technology implementations or a portfolio of programs (Salesforce platform experience strongly preferred)
• Proven hands-on project management experience, including external client projects in software development, CRM and SaaS environments, and the ability to work as a Project Manager when needed
• Demonstrated ability to lead enterprise-wide, strategic programs, manage portfolios of engagements and facilitate meetings with client executives
• Direct responsibility for leading large teams, including leaders of project teams of 20+ members, and managing budgets and schedules
• Strong financial acumen: experience managing P&L, revenue forecasting, budgets and engagement margin
• Data-driven, strategic thinker who uses metrics to steer a portfolio and advise executives
• Excellent communication, facilitation and executive presence skills in both Spanish and English (Portuguese a plus)
• Proven ability to lead and influence cross-functional teams in a matrix environment, including remote consultants
• Experience operating in a fast-paced, high-growth regional environment with multiple concurrent programs
• Agile/Scrum delivery methodology certification
• PMP, PgMP, or equivalent project/program management certification
• Availability to travel regionally, and occasionally internationally, depending on customer needs

Preferred qualifications

• Experience delivering Salesforce multi-cloud implementations (Sales Cloud, Service Cloud, Marketing Cloud, Commerce, MuleSoft, Data Cloud, Agentforce, etc.)
• Hands-on experience delivering AI and agentic solutions such as Agentforce, and framing AI business cases and value metrics for executives
• Senior-level consulting experience advising client business and technology executives as a trusted advisor
• Pre-sales skills and enterprise change management experience
• Experience with enterprise-scale integration solutions and cloud technology, or equivalent
• Business process expertise in industries such as Financial Services, Telco, Health & Life Sciences, Manufacturing, Retail, Logistics or Public Sector in the LATAM market
• Active Salesforce certifications (or ability to achieve them after hire)

Benefits & Perks

• Comprehensive benefits package including well-being reimbursement, generous parental leave, adoption assistance, fertility benefits, and more
• World-class enablement and on-demand training with Trailhead.com
• Exposure to executive thought leaders and regular 1:1 coaching with leadership
• Volunteer opportunities and participation in our 1:1:1 model for giving back to the community
• For more details, visit salesforcebenefits.com

Unleash Your Potential

When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best , and our AI agents accelerate your impact so you can do your best . Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.

Accommodations

If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form .

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Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.