Senior Director, Shared Services Operations, Strategy & Agentic Transformation

Salesforce•Indianapolis, IN

About The Position

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. The Enterprise Service Center (ESC)/Shared Services organization is an important engine for Salesforce’s profitable growth. Reporting to the SVP of Procurement and Shared Services, this Senior Director is the strategic architect connecting business stakeholders and shared services suppliers. Beyond traditional shared services, this leader will spearhead the transition to an "Agentic Enterprise." You will be responsible for identifying, designing, and deploying Agentic AI workflows—autonomous AI agents capable of executing complex business processes—to dramatically improve operating margins, speed, and accuracy across Finance, Sales Ops, and Procurement.

Requirements

10+ years of combined experience in Shared Services, Procurement, or BPO, with a recent focus on Digital Transformation.
Agentic AI & LLM Proficiency: Proven experience (or deep theoretical understanding) of deploying Agentic AI frameworks (e.g., ReAct patterns, multi-agent orchestration, or autonomous tool-use) to solve business problems.
AI Implementation Track Record: 3+ years leading high-impact automation programs, specifically moving beyond simple "if-then" bots to GenAI-driven solutions.
CFO/COO Domain Expertise: Deep understanding of Finance and Operational workflows to effectively "teach" or configure AI agents for specialized business logic.
Data Literacy: Strong ability to analyze data structures and "readiness" for AI consumption, ensuring that the underlying data for automation is clean, governed, and secure.
8+ years of People Leadership: Experience leading technical and non-technical teams through the cultural shift of AI adoption, focusing on upskilling and "AI-fluency."
Strategic Storytelling: Ability to explain the "black box" of Agentic AI to C-suite stakeholders, building trust in autonomous systems through clear KPIs and safety guardrails.
Servant Leadership: A commitment to Salesforce values, ensuring AI is used to empower employees and enhance customer success, not just reduce costs.

Responsibilities

Agentic Roadmap & Strategy: Define the vision for Agentic AI within Shared Services, moving from static automation (RPA) to dynamic, reasoning-based AI agents that manage end-to-end business functions.
CFO & COO Transformation Liaison: Serve as the lead advisor on how Agentic AI can reshape the "Finance of the Future," automating complex reconciliations, contract audits, and "Prospect-to-Cash" cycles.
AI Governance & Ethics: Establish the framework for "Human-in-the-loop" (HITL) protocols, ensuring Agentic AI deployments align with Salesforce’s Trust and Equality values, including rigorous accuracy and compliance audits.
Process Re-imagination: Conduct deep-dive process mining to identify high-impact areas where autonomous agents can replace or augment manual intervention in Procurement and Shared Services.
Global Partner Integration: Collaborate with BPO partners (1000+ staff) to transition labor-intensive tasks to AI-augmented workflows, shifting the partner value proposition from "headcount" to "outcome."
Business Case for AI: Develop sophisticated ROI models for AI investments, quantifying the impact of reduced cycle times, error rates, and headcount optimization on the enterprise operating margin.
Cross-Functional AI Orchestration: Partner with IT and Product teams to ensure Shared Services agents are seamlessly integrated with Salesforce’s internal "Agentforce" and core data architecture.