Accessibility Leader, Technical Support Engineering

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.

Job Category

Job Details

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 looking for a diversity inclusion leader for a dynamic opportunity to lead a team of specialized accessibility support engineers globally. This is a strategic leadership role that will offer you amazing opportunities to lead a team that is passionate about inclusion, accessibility, equality and accountability while spearheading global inclusion at Salesforce and beyond.

We believe the best accessibility teams are lead by those who obsess over the creation of marketplace, customer and business value and who will go the extra mile to ensure customer success!

The ideal candidate will bring:

• strong accessibility and inclusion knowledge and presentation skills who can collaborate with teammates to align diverse stakeholders on a common path forward as an a11y in the intersection of support and accessibility.
• a creative and innovative, "let's build it" spirit to help develop repeatable tools, plays, and other re-usable assets that can be used across many teams.
• in-depth knowledge of the accessibility landscape, what inclusion success looks like, and partner/team strategies that deeply impact positive customer outcomes.
• demonstrated people management experience in leading the hiring of diverse inclusive talent and building and nurturing high performance teams.

You'll create and drive strategies to grow and scale the Accessibility Support business, mentor & develop team members, represent Salesforce Accessibility and an inclusive customer experience on a global stage, all while championing our core values.

Some of your key places of impact:

• Represent Salesforce: Serve as a champion and advocate for A11y in industry forums & public engagements
• Advocate for Improvement: Continuously refine policies to improve customer experience.
• Champion Transformation: Orchestrate org-wide efficiency and innovation projects.
• Optimize Processes: Streamline operations with automation and scalable solutions.
• Collaborate Cross-Functionally: Represent support, leading workflows and ensuring coverage.
• Align with Strategy: Ensure team goals meet global objectives for effective technical support.
• Partner on Key Projects: Work with Digital Success to enhance self-service and critical initiatives.
• Lead 24/7 Support Operations: Ensure seamless, flexible support coverage, demonstrating a dedication to advancing accessibility and inclusivity.
• Drive Performance: Lead the team to surpass KPIs and metrics in our high-performance yet exciting culture
• Strategize for Impact: Boost customer & employee satisfaction, team performance, and collaboration.
• Elevate Support: Mentor teams to provide customer-focused, proactive solutions, promoting self-service.
• Develop Talent: Identify training needs and prioritize career growth through upskilling & role awareness, mentorship and training
• Report Progress: Deliver performance insights and lead key processes for efficiency and excellence.
• Leverage Insights: Use customer trends to implement knowledge-driven support practices.

This role will be located at one of our main Salesforce offices which are located in Seattle, WA; Chicago, IL; New York, NY; Burlington, MA; San Francisco, CA; Austin, TX; Atlanta, GA; or Indianapolis, IN. There may be some travel involved depending on itineraries, team locations and conferences.

Our Investment In You

• Extraordinary enablement and on-demand training - check out Trailhead.com for a sneak peek!
• Exposure to executive leaders with vision with a passion for living our values
• Equality Resource Groups (ERG) that align with our core value of Equality for all.
• Volunteer Opportunities
  Have you heard of our 1:1:1 model, focused on giving back to the community? The success in giving back have helped us and our Trailblazer community become a leader in philanthropy, culture, and innovation. We are one of the World's Most Innovative Companies, according to Forbes, we are #1 in PEOPLE's Top 15 Companies that Care, and are on Fortune's Change the World list. Values bring value.

Accommodations

If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form.

Posting Statement

At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at www.equality.com and explore our company benefits at www.salesforcebenefits.com.

Salesforce is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Salesforce does not accept unsolicited headhunter and agency resumes. Salesforce will not pay any third-party agency or company that does not have a signed agreement with Salesforce.

Salesforce welcomes all.