Director, Salesforce Technical Platform

myhrabc; Conshohocken (Montgomery County); On-site; USD 140,000 - 210,000; Full time

Job summary

Cencora is seeking a leader to own the Salesforce Platform Operations, ensuring reliability, performance, security, and scalable delivery of business value. You will partner with IT and business leadership to mature governance, drive continuous improvement, and guide a cross-functional team.

In this role, you will define strategic roadmaps, oversee incident, change, and release management, and manage vendor performance while aligning with enterprise objectives and customer outcomes.

Responsibilities

• Defines and executes the Salesforce Platform Operations strategy, aligning to 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 liaison relationships with business and IT partners to deliver platform solutions.
• Leads continuous improvement across incident, problem, change, release, environments, DevOps, monitoring, and service management.
• Develops concepts and recommendations including risk, cost-benefit, roadmap impacts, debt prioritization, and defect triage.
• Fosters an environment of Design Thinking and operational excellence (automation-first mindset, standardization, resiliency engineering).
• Develops platform roadmaps 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.
• Develops a customer communications strategy to promote awareness of platform events (maintenance, major releases, incidents, capability launches).
• Benchmarks and manages IT metrics for the Salesforce platform and operations organization.
• Defines operational attributes and standards for availability, performance, scalability, security, compliance, and recoverability.
• Oversees governance across environments, org strategy, identity/access, data retention, integrations, and release management.
• Directs continuous improvement initiatives including debt reduction, hardening, reliability enhancements, and defect resolution.
• Develops operational metrics aligned to KPIs (uptime, incident trends, change success rate, lead time, user experience).
• Oversees SLAs/OLAs for Salesforce services and dependent services.
• Communicates risk across the platform lifecycle and directs mitigation plans.
• Interacts with governance, audit, compliance, security, and quality teams.
• Removes roadblocks across teams to resolve dependencies.

Job description

Our team members are at the heart of everything we do. At Cencora, we are united in our responsibility to create healthier futures, and every person here is essential to us being able to deliver on that purpose. If you want to make a difference at the center of health, come join our innovative company and help us improve the lives of people and animals everywhere.

Job Details

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.
• Assess and communicate 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 consumption (license governance, environment strategy, automation, tooling rationalization).
• May perform profit & loss / chargeback analysis where applicable.
• Negotiates cost allocation for shared services and enterprise capabilities tied to Salesforce operations.
• Ensures cost effectiveness while maintaining appropriate service levels and risk posture.

Procurement Planning

• Identifies/approves procurement needs for new operational capabilities (monitoring, automation, security tools, sandbox strategy, CI/CD, backup/restore).
• Identifies assets/tools/services that are obsolete and drives retirement planning.
• Documents improvement plans based on current deployment, performance, and operational maturity gaps.

Platform Performance, Reliability, and Support

• Establishes and drives platform operational excellence across: Incident, Problem, and Change Management
• Release/Deployment operational readiness
• Environment management and capacity planning
• Monitoring/alerting and observability
• Business continuity, backup/restore, and disaster rec