Salesforce Delivery Manager

WHAT YOU'LL DO:

Responsible for leading the planning, coordination, and delivery of Salesforce-related programs, projects, and initiatives that support AAA Washington's strategic and operational objectives. Manages a team of Salesforce delivery resources and oversees vendor relationships to ensure successful execution of business priorities. Partners with business stakeholders, Information Technology teams, and third-party service providers to establish priorities, support roadmap planning, manage demand, and coordinate delivery activities. Ensures Salesforce projects and enhancements are delivered in alignment with business requirements, organizational goals, and available capacity. Provides leadership, guidance, and development for assigned staff while promoting collaboration, accountability, and continuous improvement across the Salesforce delivery function.

ESSENTIAL DUTIES/RESPONSIBILITIES:
• Lead the planning, execution, and delivery of Salesforce programs, projects, and enhancement initiatives.
• Manage project scope, schedules, resources, budgets, risks, issues, and dependencies.
• Ensure delivery activities align with business priorities and organizational objectives.
• Coordinate cross-functional teams to achieve project goals and successful business outcomes.
• Monitor and communicate project status, risks, issues, and recommendations to stakeholders and leadership.
• Facilitate issue resolution and escalation management as needed.
• Lead Salesforce demand management, intake, prioritization, and planning activities.
• Partner with business stakeholders to understand business needs and delivery priorities.
• Support development and maintenance of Salesforce roadmaps and delivery plans.
• Balance project demand, operational support activities, and available team capacity.
• Identify opportunities to improve processes, user experience, and business outcomes through Salesforce capabilities.
• Serve as the primary point of contact for Salesforce delivery vendors, consultants, and implementation partners.
• Manage vendor performance, delivery commitments, service quality, and contractual obligations.
• Participate in vendor selection, contract reviews, and statement-of-work development.
• Coordinate vendor activities to ensure alignment with project objectives and business priorities.
• Monitor vendor deliverables, resource utilization, and budget performance.
• Directly supervise assigned team members, including Business Systems Analysts, Project Managers, Salesforce Administrators, and other delivery resources.
• Establish performance expectations and provide coaching, mentoring, and development opportunities.
• Conduct performance evaluations and support employee growth and career development.
• Assist with workforce planning, staffing, onboarding, and succession planning activities.
• Foster a culture of collaboration, accountability, customer service, and continuous improvement.
• Facilitate meetings, workshops, governance activities, and planning sessions.
• Partner with business leaders and technology teams to support decision-making and prioritization.
• Develop and maintain effective working relationships across business and IT functions.
• Support change management, communication, and user adoption activities associated with Salesforce initiatives.
• Ensure compliance with established project management, governance, and documentation standards.
• Contributes to a positive team dynamic through respectful interactions, positive contributions, and active collaboration to achieve department and organizational goals.
• Incorporates AAA's vision, mission and values in day-to-day activities and behaviors; guides and motivates others to remain committed to AAA's vision mission and values.

SUPERVISORY RESPONSIBILITIES:
• Directly supervises approximately 5-7 employees and may oversee contractors, consultants, and vendor resources.
• Responsibilities include interviewing, hiring, and onboarding employees; planning, assigning, and directing work; conducting performance reviews; coaching and developing employees; addressing employee concerns and performance issues; and supporting employee engagement and professional development.

MINIMUM QUALIFICATIONS:
• Seven (7) years of experience leading technology projects, programs, enterprise applications, or business systems initiatives.
• Three (3) years of experience leading teams, project resources, contractors, or consultants.
• Experience managing vendor relationships and third-party service providers.
• Experience in project management, program management, prioritization, and delivery planning.
• Strong stakeholder management, communication, facilitation, and leadership skills.

PREFERRED QUALIFICATIONS:
• Bachelor's degree in Business Administration, Information Technology, Project Management, or a related field, or equivalent combination of education and experience.
• Experience with Salesforce platforms and related business processes.
• Salesforce certification(s).
• Project Management Professional (PMP), Agile, Scrum, or SAFe certification.
• Experience in membership, insurance, travel, customer service, or related industries.
• Experience leading enterprise application or business transformation initiatives.

CERTIFICATES, LICENSES, REGISTRATIONS:
• None

KNOWLEDGE, SKILLS, ABILITIES:
• Knowledge of project and program management principles and methodologies.
• Knowledge of vendor management and contract administration practices.
• Ability to lead and develop high-performing teams.
• Ability to manage multiple priorities in a fast-paced environment.
• Ability to build productive relationships across all levels of the organization.
• Ability to facilitate discussions, resolve conflicts, and guide decision making.
• Strong analytical, organizational, and problem-solving skills.
• Strong verbal, written, and presentation communication skills.
• Proficiency with Microsoft Office products and project management tools.
• Ability to communicate clearly and professionally both verbally and in writing, including effective use of listening skills.
• Ability to establish and maintain cooperative working relationships.
• Skilled in establishing rapport and gaining the trust of others.

SALARY:
• Hiring Range: $98,634 - $113,424
• Discretionary bonus based on company performance

BENEFITS WE OFFER:
• Health insurance (medical, vision, dental and prescription drug)
• Up to 22 days of Paid Time Off (PTO) in the first year
• Eleven paid holidays in addition to PTO
• 401(k) with Employer Match
• Life, Short-Term Disability and Long-Term Disability insurance
• Flexible Spending Accounts
• 4 Hours of Volunteer Time Off per year
• On-Demand Pay / Earned Wage Access
• Free Premier RV AAA Washington Membership
• Travel, Insurance, and Membership Discounts and Perks
• Paid, on-going training throughout your career
• THRIVE wellness program
• Tax-advantaged commuter benefit
• Free parking
• Financial Literacy Education

WORK ENVIRONMENT & PHYSICAL DEMANDS:
• The physical environment is typical of a standard office space. It requires the employee to work inside for the duration of work. Must be able to remain in a stationary position, sitting for more than 50% of the time. This position will require occasionally moving about inside the office to access equipment, cabinets, etc. May work around office equipment which could be noisy, such as copiers and fax machines.

OTHER:
• Equipment used: Computer, phone, various virtual technologies and programs, other office equipment
• Travel: Rarely Travel

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required.

DISCLAIMER: Position/Job characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.