Business Transformation Architect Director

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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.

About the Role

Are you an experienced transformation leader looking to help the most ambitious businesses succeed with Salesforce?

We leverage the Salesforce Customer Success Platform and cutting-edge technology, innovation, strategy and design skills to enhance our customers' transformation into world-class digital businesses.

The Salesforce Business Transformation Architect, Director helps our most strategic customers transform their business. They work with customers' business leaders and technology teams to understand what is possible and desirable, and get into the detail on how to do it, using all the power of our platform to realise their strategy.

Business Transformation Architect Directors are specialists solely focused on driving customer success through large-scale programs, change management, new digital operating models, innovation, roadmap, usage, adoption and value.

Key Responsibilities

• Co-create a strategy that aligns a customer's business objectives with customer experience, what is possible, key business measures, and a practical roadmap.

• Enable delivery with speed, agility and stability by implementing a decision-making framework that balances regional and global attributes, frequency of change, and quality of data and risk mitigation.

• Actively work between the Business & Technology disciplines to industrialise the best ideas with new digital operating models and ways of working.

• Enhance productivity and buy-in through persuasion, workshops and intimately understanding our customers' businesses. Help end-users uncover and articulate barriers, and co-design potential solutions to their needs.

• Personalise best practices to customers including roadmap, agile development, change management, enterprise collaboration, operational support, and alignment to business strategy. Increase user productivity, reduce TCO and enhance Salesforce investment payback, by formulating a plan to reduce the number of disparate applications end users access to do their jobs.

Required Experience

• 15+ years industry experience in leading complex transformations in Public Sector

• Previous experience as the business lead for transformation is required. Preferably has used the Salesforce Platform as a key technology enabler of business change.

• Travel regularly (average of 25%), but may be higher or lower based upon client assignment.

Innovation

Inquisitive mind, endless curiosity and passion for learning about customers, industries and new approaches to doing things:

• How end users (customers, employees, sales teams etc.) perform their jobs

• Industry challenges and solutions

• Salesforce's continuously evolving clouds

• Innovations and best practices for delivering cloud solutions

• Ability to translate vision and business issues into actionable roadmap and solutions

Leadership

• Self-starter with the ability to build a network within Salesforce and your assigned customer.

• Effectively build, develop, and manage relationships with internal and customer senior executives, setting expectations on their role as stakeholders vested in success.

• Motivate, inspire, and coordinate a blended team of Salesforce, customer, ISV and system integrators to solve customer challenges.

• Capability as credible and effective C-level advisor/coach, especially with regards to change management (cultural, business and technical).

• Executive-level communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster honest dialog.

• Demonstrated effectiveness at leading and facilitating meetings and workshops.

Technology Delivery

• Demonstrated experience establishing and running large-scale program management offices.

• Familiarity with implementing and supporting enterprise solutions (CRM, ERP, etc.).

• As the business owner of change, or from a technology implementation viewpoint, has an excellent understanding of software delivery processes and methodologies (i.e. waterfall, agile, hybrid).

• Deep understanding of the Salesforce platform and its business impacting capabilities / demonstrates the ability to quickly learn.

• Knowledge of process automation, user experience and workflow is a plus.

Resilience

Making business change happen is difficult, and often fails before it succeeds. It is important that you:

• Understand 'who you are', so you can learn from challenges without feeling that they 'define you'. You will have good coping strategies and networks for dealing with the ups and downs of transformation.

• Focus on the long term strategy and building trusted relationships so you can respond effectively to competing demands.

Influence

• Demonstrated ability to communicate, present and influence credibly and effectively across the entire organisation. This means from CEO to administrator, and across various disciplines (such as Finance, HR, Marketing, Operations, Customer Services, Technology). Must be able to work with the customer's technology organisation to influence and implement plans.

• Excellent situational awareness - must be comfortable in dynamic customer environments and enthusiastically present our company.

• Highly developed soft skills, such as listening, empathy, and the ability to adjust communication style based on the audience.

• Strong teamwork and facilitation skills with the ability to: balance conversations within groups; offer suggestions and improvements to process and work effectively with all personalities; drive towards building consensus.

Context: Why This Role, Why Now

LAQ (Legal Aid Queensland) is a Queensland state government agency currently delivering Phase 1 of its Legal Support Services (LSS) program. The program requires a senior program leader to be engaged to help successfully steer this phase to completion. LAQ itself flagged wanting a Senior Program leader (Director level) with strong capability to lead the existing teamthrough the velocity problem - this Program Leader role is the natural extension of that ask, scaled up to full program leadership. Relationship health with the executive sponsor (Amber) is healthy, but trust hinges on transparency, proactive escalation, and disciplined governance.

Role-Specific Purpose (LAQ Program Leader)

The Program Leader for LAQ will own end-to-end delivery governance, client executive relationship management, and design/build velocity recovery for a Salesforce-based legal aid transformation program operating under Prince2-influenced client governance layered on an Agile delivery engine - bridging both worlds credibly. This is a high profile program of work with Phase 1 currently underway and the successful completion of this will create confidence from the client to fund subsequent phases of work.

Key Responsibilities - LAQ Specific

• Own the fortnightly governance cadencewith the client executive sponsor and PMO, including proactive, twice-weekly status reporting on requirements progress and transparent escalation of estimate changes through the correct forums only - never informally or off-cycle.

• Manage design velocity recovery: track sprint throughput against required-velocity targets, diagnose root causes (chunky epics, slow business requirement definition), and drive corrective action with delivery leads.

• Bridge PRINCE2 and Agile governance models- translate Agile artifacts (backlogs, burndown, Definition of Ready) into client-familiar governance constructs (Highlight Reports, exception/tolerance reporting, Product Breakdown Structures) so client PMO stakeholders retain oversight without micromanaging delivery mechanics.

• Manage scope and estimate governance: rebaseline discipline at end of Design, clear non-negotiables vs. negotiable scope (e.g. Means Testing is fixed, other areas can flex), and firm client communication on when "aim to fit" is not a commitment.

• Oversee cross-stream dependency risk, particularly CRM/build dependencies on Data Migration, Integration (Mule-to-CRM handshake) and Document Management (LARs) - this has been flagged as the single biggest program risk at client board level.

• Lead or directly support client relationship reset moments- including onsite workshops, executive briefings, and neutral-facilitator-led "resets" - recognizing that trust recovery, not just delivery recovery, is often the real workstream.

• Manage change management and comms governancein partnership with the Change Lead, including ensuring all external-facing (beyond-project) communications get a comms checkpoint before release - a lesson learned from a prior incident.

• Provide PM continuity and succession planning- including onboarding/support for transitioning PMs, offshore PM augmentation, and ensuring delivery leadership bench strength.

• Represent Salesforce credibly in multi-party governance forumsinvolving client PMO, legal, comms, and executive sponsors, often navigating internal client politics (e.g. conflicting signals from different client stakeholders) without letting it derail delivery.

Skills & Attributes Emphasized for LAQ

Governance & Communication Fluency

• Comfortable operating in hybrid PRINCE2/Agile governance environments

• Skilled at translating delivery data into forms that build (not erode) executive confidence

• Disciplined about "single source of truth" communications - no side-channel commitments on estimates or scope

Relationship & Trust Recovery

• Experienced in resetting strained client relationships - proactive, visible, empathetic

• Able to read board-level political pressure on a client sponsor and manage accordingly

• Comfortable being a neutral, credible face in exec briefings and onsite workshops

Delivery Rigor

• Deep fluency in velocity diagnostics, story estimation integrity, and rebaselining practices

• Strong grip on cross-stream dependency management (data migration, integration, CRM build)

• Bias to front-load complexity/risk and manage sequencing transparently

To be successful the the candidate should have:

• Demonstrated experience leading Salesforce delivery programs for government or public-sector clients, ideally with legal, justice, or regulated-services context.

• Track record managing program relationship recovery- not just steady-state delivery - including experience facilitating client resets and executive alignment sessions.

• Experience operating under hybrid governance models(e.g., PRINCE2-influenced client PMO overlaying Agile delivery) and translating between the two.

• Comfortable holding the line on commercial and scope discipline(change requests, rebaselining, non-negotiable requirements) while preserving relationship health.

Unleash Your Potential

When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance andbe your best, and our AI agents accelerate your impact so you cando your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future - but to redefine what’s possible - for yourself, for AI, and the world.

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