Director, Business Process

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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.

The Services Operations Systems & Tools Team is seeking an experienced Project Manager to support the systematic requirements and tools for our Services Agentforce organization. This role will collaborate closely with Agentforce personnel, Salesforce Services teams, Digital Technology, and various cross-functional partners across the company.The ideal candidate will have hands-on experience administering, configuring, and customizing Salesforce. They should be adept at supporting both out-of-the-box and custom-built tools and confident in managing large-scale, technical, and complex projects.

This position requires close collaboration with Sales, Services Delivery, and Technology teams to drive initiatives that enhance process design, automation, and system improvements. The Project Manager will engage with business partners and stakeholders to:

• Understand existing processes and supporting tools

• Align with business strategy and define future-state processes

• Draft and validate use cases

• Develop business and technical requirements

• Specify and configure system enhancements, including prototyping as needed

• Participate in system testing

• Contribute to change management and user enablement planning and execution

This is a highly collaborative and strategic role, ideal for candidates with a strong systems mindset, a passion for driving operational efficiency, and a track record of delivering results through cross-functional partnerships.

Daily Responsibilities

• Serve as the overall project leader, demonstrating strong leadership by managing and motivating the team, ensuring clear communication and direction throughout each engagement. Act as the primary customer interface, overseeing project management activities in alignment with Salesforce methodology, project gates, and governance standards.

• Build and manage comprehensive project plans, supervise progress and timelines, adjust schedules as needed, and ensure timely, on-budget delivery. Proactively identify and resolve issues to ensure project success, while also overseeing resource utilization and ensuring timely time entry and approvals.

• Lead end-to-end implementation planning, including risk and issue management, communication strategies, and business organizational change. Own the full lifecycle of business requirements-creation, documentation, validation, communication, and maintenance-along with supporting use cases.

• Set priorities and coordinate with developers through the deployment process. Provide consistent status updates, communicate accomplishments and roadblocks to a global team, and ensure alignment across stakeholders.

• Collaborate with Subject Matter Experts, Business Architects, and Product Owners to develop requirements, review designs and solutions, and support the creation of enablement materials and test scripts. Facilitate User Acceptance Testing (UAT), including coordination with end users and securing user acceptance sign-off. Additionally, provide general support for administrative and operational tasks as needed.

Required Experience / Expertise / Skills

• Degree or equivalent relevant experience required. Experience will be evaluated based on the Values & Behaviors for the role (e.g. extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)

• Strong professional communication skills-both written and verbal-are essential, as are exceptional organizational, analytical, and problem-solving abilities, with a sharp attention to detail. The candidate must be able to effectively manage multiple tasks and deadlines, perform well under pressure, and work both independently and collaboratively within a team environment.

• We're looking for someone who is flexible, creative, and a highly motivated self-starter with a proven ability to deliver results. Key personal attributes include being logical, practical, realistic, tenacious, curious, and kind.

• The role also requires extraordinary time management skills, a strong orientation toward quality and detail, and a willingness to quickly learn new concepts, business models, and technologies. The ability to remain focused and adapt in a fast-paced, constantly evolving environment is critical. A collaborative mindset and strong team orientation are essential for success in this position.

Desired Experience / Expertise / Skills

• The ideal candidate will hold Salesforce Administrator and AI certifications, with hands-on experience using related products. Familiarity with CRM systems, data management, and Certinia's PSA and Estimate tools is highly valuable. Prior experience as a customer-facing consultant, along with a background in Sales Operations or Professional Services, is preferred.

• A PMI or PMP certification is a strong asset, as is experience working with Contract Lifecycle Management (CLM), CPQ solutions, and systems integration.

• Candidates should be proficient in authoring use cases, user stories, and both business and technical requirements. They must also be skilled at collaborating with business and technical teams across the full solution lifecycle-from requirements gathering and prototyping to testing, deployment, and user enablement.

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.

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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.