Sr. Program Manager, UX

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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.

Join us in shaping the evolution of the Digital Customer Experience as a Sr. Program Manager, User Experience. You'll help design the operational future of how Salesforce's UX team delivers impact at scale - creating conditions where designers, researchers, and strategists can focus on what they do best: building meaningful, accessible digital experiences for millions of customers.

The Role:
We're seeking an experienced Program Manager to drive operational excellence, program delivery, and process improvement for the User Experience team within the User Experience & Creative Design (UXCD) organization.

This role will focus exclusively on the UX function - acting as the operational hub for the team. You'll manage project flow, vendor partnerships, documentation, and tooling alignment to ensure the UX team delivers consistently high-quality, on-brand work that supports Salesforce's digital ecosystem. This role requires exceptional organizational and prioritization skills to manage a high-volume, cross-modality portfolio of creative projects across UX/UI strategy and design, UX research, growth design, and voice of customer.

Responsibilities:

• Drive the strategic operations of the User Experience team by coordinating project requests, creating workback schedules, and monitoring deliverables.

• Lead weekly scrum meetings to reinforce clarity, maintain strategic alignment, and remove barriers to high-impact deliverables.

• Oversee project intake, prioritization, and capacity planning in partnership with program and creative leads, ensuring alignment through well-structured discovery and kickoff sessions.

• Design and scale processes, templates, and playbooks that streamline execution and improve visibility.

• Partner with leadership on strategic planning, offsites, quarterly business reviews, and org-wide initiatives to drive continuous improvement and operational excellence.

• Cultivate strong cross-functional partnerships with teams such as PMO, DET, and Digital Success Ops to ensure alignment, resource efficiency, and program delivery across shared initiatives.

• Support ResearchOps, including participant management, tooling, and vendor coordination.

• Manage vendor relationships and research tool procurement in partnership with DesignOps and Finance.

• Maintain operational tooling and reporting across systems.

• Partner with UX leadership to forecast resourcing needs, model team capacity, and maintain sustainable workloads.

• Deliver executive-ready dashboards, reports, and communications that clearly articulate program health and outcomes.

• Champion collaboration, inclusion, and UX excellence across Digital Success and the Customer Success organization.

Experience:

• 5+ years of program or operations management experience, including 3+ years supporting design, UX, or creative organizations.

• Proven success managing complex, cross-functional initiatives with multiple stakeholders and competing priorities.

• Strong understanding of UX processes, research workflows, and creative operations.

• Experience managing vendors, creative partners, and external resource budgets.

• Skilled in program governance, documentation, and process optimization at scale.

• Proficiency with Smartsheet, Asana, JIRA, or similar project management tools.

• Experienced with collaboration platforms (Slack, Confluence, Miro, Google Workspace, Figjam, LucidChart).

• Proficiency with functions and formulas in Google Sheets, as well as workflow logic.

• Ability to develop and maintain dashboards for visibility into project health, capacity, and delivery.

• Exceptional communication and stakeholder management skills.

• Detail-oriented, proactive, and comfortable in a fast-paced, global environment.

Nice-to-Have:

• Experience in Digital Customer Success, DesignOps, or Customer Experience organizations.

• Background working with distributed global teams across time zones.

• Familiarity with research operations and design system workflows.

• Experience using Salesforce products and understanding digital experience platforms.

• PMP, Agile, or equivalent program management certification.

• Strong interest in AI-driven customer experiences and data-informed design.

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.

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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.