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Job Information, Inc Sr. Director, Unified Command Team - CIC in Burlington, Massachusetts

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Job Category

Customer Success Group

Job Details

The Sr. Director, Unified Command- Critical Incident Center is part of the Critical Incident Center (CIC) Leadership team, a highly customer-focused, operational role responsible for providing leadership to Salesforce’s Critical Incident Response 7 x 24. This world-class program adopted from public sector methods commonly used by Fire departments, Police departments and FEMA supports our pillars of Trust and Transparency.

The CIC team leads Salesforce Incident Response, executing our playbooks flawlessly, as one company focussed on restoring service rapidly with minimal customer impact. The Sr. Director operates as a player/coach with the team, driving alignment across Salesforce to a Customer First mentality and drive processes that ensure everything we do benefits the customer

The Sr. Director should bring thought-leadership to the Unified Command team, a highly visible function with top executives, that leads and influences teams across the company including Legal, PR, Security, and Technology functions. Unified Command brings leadership and discipline during an incident and importantly reinforces the program through preparation and planning, with a balance between authoritative and collaborative operation modes.

The Sr. Director will also continue to strengthen the relationship with Site Reliability Engineering (TMP SR) collaborating on Incident Response activities and programs ensuring CIC is aware and aligned with TMP SR initiatives and influencing and challenging for alignment with CIC’s initiatives.

The successful candidate will have a strong ability to react to incidents, managing stress and the unknown with ease. Additionally, a strong strategic focus on prevention, learning from each incident and partnering with teams across the company to implement solutions that will reduce, or eliminate, impact to our customers.

As this role is business-critical, work outside of office hours will be required.

Key Responsibilities:

  • Engage with peers to drive operational and execution excellence of the Corporate Incident Response

  • Drive consistent very high levels of internal/external customer satisfaction

  • Coach new and existing leaders to grow the leadership bench strength encouraging high employee engagement and focusing on employee development

  • Drive continuous improvements through timely effective After Action Reviews

  • Become a Trusted Partner for other agencies such as Infrastructure, Engineering, Operations, Technical Support, Customer Success and Sales Leadership to assure company-wide alignment across the business

  • Participate in leadership on-call coverage for critical incidents

Experience / Skills Required:

  • 10+ years of experience in Escalation Management and Incident Response in a high growth Software/Hardware Technology Organization

  • Highly collaborative and diplomatic; curious, patient, open & honest; able to develop strong working relationships across matrixed teams

  • Exceptional C-Level written and verbal communication skills, able to develop and tailor communications that are appropriate for the audience and the context

  • Focused on quality of service, process development with continuous improvement and corrective action

  • Preemptive problem-solver, engaged both strategically and tactically

  • Strong cloud and infrastructure technology and delivery experience

  • Demonstrable experience leading, developing and coaching a global 24x7 team

  • Understanding of Salesforce Product Offerings strongly preferred

  • Strong operational rigor and effective project management skills; able to lead cross-functional collaboration to achieve results

  • Complete focus on customer success with a consultative approach

  • Excellent team player able to work with virtual and global cross functional teams

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