Engagement Delivery Director

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About the role

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 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) • Prov

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