Director, Salesforce Technical Platform

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Role Summary Lead the operational strategy and day-to-day execution for the Salesforce platform to ensure reliability, performance, security, and scalable delivery of business value. This role partners across IT and business leadership to mature platform governance, drive continuous improvement, manage vendor/partner performance, and lead a cross-functional team supporting Salesforce products and services. Primary Duties and Responsibilities Strategy / Planning Defines and executes the  Salesforce Platform Operations strategy , aligning to enterprise IT strategy, architecture direction, and business priorities. 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 to deliver effective, sustainable platform solutions. Leads  continuous improvement  across operational processes (incident, problem, change, release, environments, DevOps, monitoring, and service management). Develops business-focused concepts and recommendations, including  risk, cost-benefit, roadmap impacts, technical debt prioritization, and defect/enhancement triage . Fosters an environment of  Design Thinking  and operational excellence (automation-first mindset, standardization, resiliency engineering). Develops and maintains  platform roadmaps  (operational maturity, tooling, monitoring, secure configuration, performance optimization) and plans for end-of-life/retirement of assets and capabilities. Interfaces with customers/stakeholders regarding service offerings, operating model, value proposition, and onboarding processes. In conjunction with product owners and communications partners, develops a  customer communications strategy  to promote awareness of platform events (maintenance, major releases, incidents, and capability launches). Benchmarks and manages IT metrics for the Salesforce platform and operations organization. Platform Definition / Risk Management Defines operational attributes and standards for the Salesforce platform including  availability, performance, scalability, security, compliance, and recoverability . Oversees the development and adoption of  governance  across environments, org strategy, identity/access, data retention, integrations, and release management. Prioritizes and directs continuous improvement initiatives including  technical debt reduction , hardening, reliability enhancements, and defect resolution. Oversees the development of operational metrics aligned to business outcomes and KPIs (e.g., uptime, incident trends, change success rate, lead time, user experience measures). Oversees development and negotiation of  SLAs/OLAs  for Salesforce services and dependent service teams. Assesses and communicates risk across the platform lifecycle; recommends and directs mitigation plans (security vulnerabilities, performance constraints, release risks, vendor risks, resiliency gaps). Defines and directs interactions with governance, audit, compliance, security, and quality teams. Removes technical and functional roadblocks across teams, coordinating with architecture, engineering, shared services, and other platform/product teams to resolve dependencies. Service Cost / Financial Management In partnership with financial analysts, manages the cost to run the Salesforce platform including licenses, managed services, tools, environments, and platform-related services. Identifies cost optimization opportunities and drives efficient