Director of IT Platform Operations

• Defines and executes the Salesforce Platform Operations strategy
• Partners with product owners, delivery leads, capacity planners, and business stakeholders to forecast demand, plan releases, and ensure operational readiness
• Establishes and maintains strong liaison relationships with business and IT partners
• Leads continuous improvement across operational processes
• Develops business-focused concepts and recommendations
• Fosters an environment of Design Thinking and operational excellence
• Develops and maintains platform roadmaps
• Interfaces with customers/stakeholders regarding service offerings
• Develops a customer communications strategy
• Benchmarks and manages IT metrics for the Salesforce platform
• Defines operational attributes and standards for the Salesforce platform
• Oversees the development and adoption of governance
• Prioritizes and directs continuous improvement initiatives
• Oversees the development of operational metrics
• Oversees development and negotiation of SLAs/OLAs
• Assesses and communicates risk across the platform lifecycle
• Defines and directs interactions with governance, audit, compliance, security, and quality teams
• Removes technical and functional roadblocks
• Manages the cost to run the Salesforce platform
• Identifies cost optimization opportunities
• May perform profit & loss / chargeback analysis
• Negotiates cost allocation for shared services
• Identifies/approves procurement needs for new operational capabilities
• Establishes and drives platform operational excellence
• Leads internal continuous improvement review meetings
• Ensures performance meets KPI, SLA, and OLA requirements
• Serves as a primary escalation point for high severity issues
• Manages vendor and partner performance
• Responsible for people leadership and/or matrix leadership
• Manages goals, skills development, training, and workforce planning
• Participates in Agile / SAFe ways of working
• Coaches and mentors team members

• Bachelor’s degree in Computer Science, Information Systems, Business, or related field, or equivalent work experience
• Typically 10+ years in IT with progressive responsibility
• 5+ years in leadership roles preferred
• Demonstrated experience operating and scaling enterprise SaaS platforms, with significant experience in Salesforce (Sales/Service/Experience Cloud, Platform, integrations)
• Experience with service management practices (ITIL-aligned), operational governance, and cross-functional delivery
• Budget and vendor management experience preferred (including managed services and licensing)
• Strong leadership and stakeholder management skills
• Deep understanding of platform operations disciplines (reliability, incident/problem/change, release readiness, monitoring/observability, capacity planning)
• Working knowledge of Salesforce ecosystem and operational considerations (org/environment strategy, security model, integrations, CI/CD, data governance)
• Familiarity with Agile / SAFe principles
• Strong analytical, prioritization, and decision-making skills
• Excellent written and verbal communication skills
• Proven ability to drive continuous improvement, automation, and process standardization
• Strong organizational skills

Budget and vendor management experience preferred (including managed services and licensing)

• Medical, dental, and vision care
• Support for working families (backup dependent care, adoption assistance, infertility coverage, family building support)
• Behavioral health solutions
• Paid parental leave
• Paid caregiver leave
• Training programs
• Professional development resources
• Opportunities to participate in mentorship programs, employee resource groups, volunteer activities