Senior Director, Shared Services Operations, Strategy & Agentic Transformation

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Job Category

Program & Project Management

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.

The Enterprise Service Center (ESC)/Shared Services organization is an important engine for Salesforce’s profitable growth. Reporting to the SVP of Procurement and Shared Services, this Senior Director is the strategic architect connecting business stakeholders and shared services suppliers.

Beyond traditional shared services, this leader will spearhead the transition to an "Agentic Enterprise." You will be responsible for identifying, designing, and deploying Agentic AI workflows—autonomous AI agents capable of executing complex business processes—to dramatically improve operating margins, speed, and accuracy across Finance, Sales Ops, and Procurement.

Expanded Responsibilities: Agentic AI & Automation
• Agentic Roadmap & Strategy: Define the vision for Agentic AI within Shared Services, moving from static automation (RPA) to dynamic, reasoning-based AI agents that manage end-to-end business functions.
• CFO & COO Transformation Liaison: Serve as the lead advisor on how Agentic AI can reshape the "Finance of the Future," automating complex reconciliations, contract audits, and "Prospect-to-Cash" cycles.
• AI Governance & Ethics: Establish the framework for "Human-in-the-loop" (HITL) protocols, ensuring Agentic AI deployments align with Salesforce’s Trust and Equality values, including rigorous accuracy and compliance audits.
• Process Re-imagination: Conduct deep-dive process mining to identify high-impact areas where autonomous agents can replace or augment manual intervention in Procurement and Shared Services.
• Global Partner Integration: Collaborate with BPO partners (1000+ staff) to transition labor-intensive tasks to AI-augmented workflows, shifting the partner value proposition from "headcount" to "outcome."
• Business Case for AI: Develop sophisticated ROI models for AI investments, quantifying the impact of reduced cycle times, error rates, and headcount optimization on the enterprise operating margin.
• Cross-Functional AI Orchestration: Partner with IT and Product teams to ensure Shared Services agents are seamlessly integrated with Salesforce’s internal "Agentforce" and core data architecture.

Enhanced Skills & Experience Requirements
• 10+ years of combined experience in Shared Services, Procurement, or BPO, with a recent focus on Digital Transformation.
• Agentic AI & LLM Proficiency: Proven experience (or deep theoretical understanding) of deploying Agentic AI frameworks (e.g., ReAct patterns, multi-agent orchestration, or autonomous tool-use) to solve business problems.
• AI Implementation Track Record: 3+ years leading high-impact automation programs, specifically moving beyond simple "if-then" bots to GenAI-driven solutions.
• CFO/COO Domain Expertise: Deep understanding of Finance and Operational workflows to effectively "teach" or configure AI agents for specialized business logic.
• Data Literacy: Strong ability to analyze data structures and "readiness" for AI consumption, ensuring that the underlying data for automation is clean, governed, and secure.
• 8+ years of People Leadership: Experience leading technical and non-technical teams through the cultural shift of AI adoption, focusing on upskilling and "AI-fluency."
• Strategic Storytelling: Ability to explain the "black box" of Agentic AI to C-suite stakeholders, building trust in autonomous systems through clear KPIs and safety guardrails.
• Servant Leadership: A commitment to Salesforce values, ensuring AI is used to empower employees and enhance customer success, not just reduce costs.

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.

In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. Salesforce offers a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. More details about company benefits can be found at the following link: https://www.salesforcebenefits.com.