Salesforce Service & Product Enablement Lead

McKesson•Mississauga, ON

About The Position

The Salesforce Service & Product Enablement Lead (P5) is responsible for end-to-end ownership of Salesforce-based services while also enabling strong product management practices across Oncology & Multispecialty (O&M) business domains. This role leads enterprise Salesforce delivery execution, solution and architecture oversight, and vendor performance management to deliver scalable, secure, and high-quality outcomes aligned to business and product strategy. In addition to service ownership, this role partners closely with O&M Product Owners to shape product vision and roadmaps, ensure reusable platform capabilities, and translate business outcomes into actionable delivery plans. The Service Lead provides architectural direction across Health Cloud, Service Cloud, Experience (Community) Cloud, and AI-enabled capabilities including Salesforce Data Cloud and Agentforce to accelerate data-driven and AI-powered solutions.

Requirements

Degree or equivalent and typically requires 10+ years of relevant experience.
5+ years proven experience working with and influencing highly matrixed teams.
Proven experience leading enterprise Salesforce delivery in Agile product-oriented environments.
Demonstrated ability to partner with Product Owners and business leaders to shape product vision, roadmaps, and value-based prioritization.
Strong architectural knowledge of Salesforce Health Cloud, Service Cloud, Experience Cloud, Data Cloud, Agentforce, and Einstein capabilities.
Demonstrated experience managing systems integrators and vendor delivery teams in complex enterprise environments.
Ability to translate business and product strategy into scalable, platform-based Salesforce solutions.
Experience working in regulated industries such as healthcare or life sciences.

Nice To Haves

Salesforce Certified Administrator or Consultant (Service, Experience, or Health Cloud).
Salesforce Data Cloud, AI, or Architecture-related certifications.
Experience enabling AI-powered CRM use cases such as intelligent routing, personalization, insights, or virtual assistants.
Formal Product Management or Service Management training (e.g., ITIL, SAFe Product Management).
Bachelor’s or Master’s degree (in Computer Science, Information Systems, or related field).

Responsibilities

Provide end-to-end service ownership and delivery leadership for Salesforce platforms, including roadmap planning, sprint and release execution, and operational readiness.
Partner with O&M business Product Owners to shape product vision and multi-quarter roadmaps, ensuring alignment to enterprise Salesforce strategy and platform reuse.
Translate product roadmaps into executable delivery plans, balancing demand, capacity, dependencies, and value realization across teams.
Lead enterprise Salesforce solution design and architecture across Health Cloud, Service Cloud, Experience (Community) Cloud, Data Cloud, and Agentforce to enable AI-driven use cases.
Establish clear product and service boundaries, defining what should be delivered as shared platform capabilities versus product-specific extensions.
Manage and govern vendor delivery teams, including backlog readiness, capacity planning, quality management, SLAs, and delivery performance reporting.
Establish and run delivery and product governance forums including sprint reviews, roadmap reviews, dependency management, risk escalation, and executive status reporting.
Partner with operations and support teams to improve incident management, root-cause analysis, release quality, and overall platform stability.
Ensure compliance with security, privacy, and regulatory requirements across Salesforce solutions, data, and AI-enabled capabilities.
Identify and drive continuous improvement opportunities including DevOps automation, testing strategies, environment management, and AI adoption across the Salesforce ecosystem.