Lead Design Program Manager, UX Product Experience Metrics

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About Salesforce

We're Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too - driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good - you've come to the right place.

Salesforce is seeking a self-starting, organized, and experienced Lead Design Program Manager to join our Design Operations team where you will work alongside a talented group of design program managers that create the conditions where great design thrives. This role will drive strategic, cross-cloud, and organization-wide initiatives, with a primary focus on the UX Product Experience Metrics Program. As a subject matter expert in UX metrics, you will join a highly skilled team dedicated to designing, operationalizing, and scaling an enterprise-level UX success metrics program .

Join us in building a scaled UX metrics program quantifying product experience and user satisfaction ensuring UX is a positive reinforcer of Salesforce customer success, retention, and continued growth.

Responsibilities

The ideal Lead DPM will be a relationship builder, operational driver, and executive partner with design leadership and cross-functional delivery stakeholders.

You will:

• Partner with a complex matrix of leaders and functions across Salesforce including product, engineering, design systems, research and insights, data and analytics, customer success, to build alignment and drive impactful outcomes.
• Build an enterprise-wide user success framework establishing KPI's and aligning business outcomes to user goals with actionable, real-time metrics. You will be pivotal in shaping how Salesforce defines and measures user experience.
• Become a go-to expert and advocate for UX Product Experience Metrics, building enthusiasm and securing buy-in from stakeholders at all levels. You will drive the narrative that user experience is not just a design function, but a core component of product success and business growth.
• Take ownership of crafting pilot(s) that put the framework & KPIs into practice, assessing impact and refining strategies for a successful large-scale launch.
• Lead the operationalization of data-driven processes to UX metrics are integrated into the product development lifecycle.
• Contribute to enablement efforts that empower teams to understand usability and evaluate the impact of user experience on product success.

Requirements

• Outstanding partnership, interpersonal, and relationship-building skills. The ability to collaborate well in a cross-functional, matrix'd management environment, and work across multiple departments and business units.
• Ability to establish credibility and rapport with senior executives, and technical and non-technical team members.
• Superb communication skills that shine in-person and across multiple mediums. The talent to tell a story, advocate for a project or program, and facilitate understanding to different audiences at whichever level is appropriate.
• Proficient in using UX research, data analysis, and business intelligence to support findings and demonstrate impact within a UX product portfolio with data visualization and presentation
• Expertise in identifying and measuring key UX metrics, such as usability, efficiency, satisfaction, to enhance overall user experience.
• Experience with data visualization tools such as BI and a strong understanding of what constitutes effective visual data dashboards, from an executive-level overview to the detailed perspective of individual product design teams.
• Experience partnering directly with product management and engineering teams, with an understanding of their priorities, constraints, and how UX informs their work streams.
• Strong understanding of what it takes to ship software at scale. Experience running projects using agile and/or scrum processes, and understand development team make-ups (i.e., roles, responsibilities, and how they interact).
• Ability to learn and master internal project management tools to ensure design work is properly represented and tracked, and contribute new tools and processes to make work more visible to the entire organization.

Desired Experience and Skills

• At least 7 years experience working in enterprise software in any combination of Design, DesignOps, or PgM roles.
• Proven experience in operationalizing and scaling a metrics program, with a sub-specialty on UX metrics implementation.
• Demonstrated success working with globally distributed teams via in-person, virtual, and async collaboration styles.
• An internal compass that points towards ethics and equality, and the conviction to speak up if we stray off-course.
• Demonstrated ability to influence peers and managers, and build consensus while dealing with ambiguity
• Experience designing and thinking in systems, not just single-purpose apps.
• Experience with generative AI systems and tools.
• Bachelor's Degree in a relevant field or PMP certification.

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