The Content Experience (CX) team creates various types of content to help customers discover, adopt, and succeed with Salesforce. We are hiring a Senior Director to lead our Platform CX organization. The Salesforce Platform is made up of a complex and powerful set of tools and capabilities. Our challenge is to make it easy by providing onboarding, how-to, training, and technical content to enable all audiences who customize or build solutions, apps, and agents on our platform—including admins, low-code builders, pro-code developers, and ISVs. We’re looking for an experienced business leader who is curious, self-directed, and an active listener. This leader knows how to achieve their goals by empowering people and teams to do their best work. Ideal candidates are passionate about and keep pace with the constantly evolving technology industry. We are looking for a transformational leader with strong communication, skilled at influencing others and creating alignment within an organization and among stakeholders.
This is a hybrid work environment with a minimum of 10 days/quarter in office (San Francisco, CA) to support their customers and/or collaborate with their teams.
As leader for Platform CX, you will:
Work with managers, writers, and specialists to develop a compelling strategic vision and roadmap for how content supports the Platform business, and inspire your team to deeply understand, rally around, and deliver on that collective vision.
You share out your team’s priorities and accomplishments with CX, cross-functional leaders, stakeholders, and executives to get the support you need, increase team visibility, showcase customer value, and build strong relationships.
Rigorously prioritize work and assignments and lead the execution and delivery of your team’s roadmap through efficient operational management.
Regularly measure performance and customer success and make adjustments and improvements to your team’s strategy and operations based on research, data, and feedback.
Inspire, coach, mentor, and provide professional development for a team of around 50 managers, content strategists, content designers, and writers. Hold them accountable to meeting or exceeding expectations with transparent communication, direct feedback, and performance management processes.
Always be learning and become an expert who understands the business, the customer, and the technology enough to form strong opinions and drive clear decisions.
Balance tough trade-offs and compromises to always deliver the highest value for customers while maintaining a sustainable pace and workload for your team.
Drive innovation where you can, while delivering creatively within the limitations of current realities. Work to improve productivity by streamlining operations, removing obstacles, and incorporating new tools and technologies, including generative AI.
Recruit, hire, and onboard new writers and managers as the team grows.
Contribute your leadership to overall Content Experience team initiatives.
Required Experience/Skills:
10+ years of experience in the technical content development field.
5+ years in a management role, with at least 2 years managing other managers.
2+ years experience creating developer documentation, managing developer documentation teams, or writing your own code.
Strong strategic planning skills and experience.
Experience leading organizations, managing operations, and owning complex initiatives.
Strong interpersonal skills, able to inspire and empower cross-functional, geographically distributed teams.
Exceptional written and verbal communication skills, with a keen eye for detail and the ability to distill complex concepts into clear, concise messaging.
Strategic problem solver with a data-driven approach to decision-making and a passion for continuous improvement.
Experience working in a fast-paced, dynamic environment, preferably in the technology or software space.
A degree in a related field or equivalent work experience.
Desired Experience/Skills:
Familiarity with Salesforce products and ecosystem.
Experience with web or mobile software development.
Experience with generative AI and LLM-based solutions.
Experience with source control software such as Perforce or GitHub.
Experience with technical authoring and publishing tools, such as Markdown and DITA.