Role description
Salesforce Engagement Manager Role Summary We are seeking a highly organized and proactive Engagement Manager/ Delivery Operations Lead to support a Salesforce Practice Lead and Senior Client Partner in managing large-scale Salesforce transformation programs and strategic client accounts. The individual will serve as a trusted operational partner, helping drive program governance, delivery tracking, staffing operations, executive reporting, recruitment coordination, stakeholder management, and strategic initiatives across multiple global engagements. This role requires strong program management capabilities, stakeholder management skills, and the ability to work independently in a fast-paced client environment. Key Responsibilities Executive & Leadership Support Support the Practice Lead with day-to-day operational activities. Prepare leadership presentations, summaries, talking points, and executive updates. Consolidate updates from multiple delivery managers and project teams. Maintain visibility of key account priorities, risks, and opportunities. Track strategic initiatives and leadership action items. Staffing & Recruitment Coordination Coordinate hiring activities across Salesforce roles including Architects, Developers, BA, QA, Scrum Masters, Data Engineers, and MuleSoft resources. Work closely with recruiters and hiring managers to track open positions. Schedule interviews and manage candidate tracking. Maintain staffing forecasts and onboarding plans. Track resource movements, replacements, and attrition risks. Delivery Governance & Program Management Support governance across multiple Salesforce programs and strategic accounts. Track program schedules, risks, dependencies, action items, and escalations. Prepare weekly, monthly, and executive-level status reports. Drive follow-up with delivery teams to ensure closure of commitments. Maintain program dashboards, RAID logs, and governance artifacts. Coordinate leadership reviews and steering committee meetings. Client Account Operations Monitor account health and key delivery metrics. Support account planning and growth initiatives. Assist with proposal preparation, effort estimation coordination, and internal approvals. Track client commitments and action items. Financial & Operational Reporting Track resource utilization and staffing metrics. Support revenue forecasting and capacity planning. Consolidate operational and financial reports for leadership reviews. Monitor delivery KPIs and operational health indicators. Practice & Transformation Initiatives Coordinate practice-wide initiatives related to: AI adoption Delivery excellence Test automation Salesforce capability development Training and certification programs Track progress and report outcomes to leadership. Communication & Coordination Manage communications across global teams (US, Singapore, India, etc.). Prepare meeting notes and track action-item closure. Ensure decisions and next steps are clearly documented and followed through. Drive accountability across stakeholders. Required Qualifications Experience 8+ years of IT industry experience. Minimum of 2 years in Program Management, PMO, Delivery Operations, Account Operations, or Chief-of-Staff type roles. Experience supporting large enterprise transformation programs. Experience working with distributed global teams. Domain Knowledge Strong understanding of: Agile delivery models Scrum and SAFe practices Program governance Resource planning Stakeholder management Risk and issue management Preferred Salesforce Knowledge Salesforce ecosystem exposure is highly desirable. Understanding of Sales Cloud Service Cloud Experience Cloud, Health Cloud, Omnistudio, Data Cloud, Agentforce / AI initiatives (No hands-on development experience required but need to understand the client expectations) Tools Solid Experience with: Microsoft Office 365 PowerPoint Excel Teams Jira Confluence SharePoint Copilot / GenAI tools (preferred) Critical Success Traits The ideal candidate should: Be highly proactive and self-driven. Be comfortable engaging with Directors, VPs, and client leadership. Have excellent written and verbal communication skills. Be extremely organized and detail-oriented. Be capable of managing multiple priorities simultaneously. Be comfortable chasing action items and driving closure. Demonstrate strong ownership and accountability. Be able to operate with minimal supervision.
Skills
Agentforce, Business Operations, Generative AI, Agile, Project Management, Reporting and Analytics, Resource Management, Risk Management, Salesforce Data Cloud, Salesforce Experience Cloud, Issue Analysis
About UST
UST is a global digital transformation solutions provider. For more than 20 years, UST has worked side by side with the world’s best companies to make a real impact through transformation. Powered by technology, inspired by people and led by purpose, UST partners with their clients from design to operation. With deep domain expertise and a future-proof philosophy, UST embeds innovation and agility into their clients’ organizations. With over 30,000 employees in 30 countries, UST builds for boundless impact—touching billions of lives in the process.
