Description

COE - Strategy & Operations Lead

Role Description

Salesforce Professional Services is building a centralized CoE to standardize how deals are scoped, estimated, and delivered globally.

This role is responsible for running the CoE as a measurable, high-performing system.

You will ensure:

The CoE roadmap is executed

The field is adopting the model

The impact of the CoE is clearly measured and visible

You are not building the model or tools—you are ensuring they are used, tracked, and continuously improved at scale.

What You Will Do - Core Responsibilities

1. Own COE Program Management, Performance & Reporting

Build and manage dashboards to track:

Adoption of CoE standards

Usage of tools and agents

Deal cycle time improvements

Margin and quality impact

Provide clear, regular reporting to leadership

2. Measure Field Penetration

Track how widely CoE standards and tools are used across:

Regions (AMER, EMEA, APAC)

P&Ls

Product lines

Identify gaps in adoption

Drive actions to improve penetration

3. Run the CoE Operating Model

Manage the CoE roadmap and priorities

Track execution across all CoE initiatives

Ensure alignment between:

Standards

Tools

Field adoption

4. Manage Knowledge Lifecycle

Ensure playbooks, templates, and standards are:

Up to date

Easy to find

Used by the field

Turn delivery learnings into updated standards

5. Capture and Drive Continuous Improvement

Collect feedback from the field and delivery teams

Identify patterns and recurring issues

Feed insights back into:

Standards (Global Standardization Lead)

Tools (Global Tools Lead)

6. Support Deal Flow & Operations

Ensure CoE processes do not slow down deals

Monitor where governance or tools create friction

Fix bottlenecks quickly

Cross-Functional Collaboration

You will act as the central coordination point across peer organizations, ensuring alignment through data and visibility:

GDC (Global Delivery Centers):

Standardize reporting and ensure delivery data is consistent and usable for global tracking and insights with help of remote GDC team

Practices:

Track adoption of CoE standards across product and industry practices and highlight gaps or inconsistencies

Delivery Innovation:

Measure impact of new tools and accelerators; provide data-driven feedback on what is working vs not

Governance:

Align on reporting of compliance, approvals, and risk trends; ensure governance effectiveness is measurable

Drive alignment through transparency, data, and accountability—not authority

What Success Looks Like

Clear visibility into CoE adoption across all regions and P&Ls

High usage of tools and standards by the field

Measurable improvements in:

Deal velocity

Estimation accuracy

Margin predictability

Fast identification and resolution of adoption gaps

Minimum Requirements (Simplified)

12–15+ years in operations, PMO, consulting, or services leadership

Strong experience with:

Reporting and analytics (Tableau, dashboards)

Program management at global scale

Ability to translate data into clear business insights

Experience working with global teams (including GDC)

Strong coordination and stakeholder management skills

What Kind of Person Succeeds Here

Obsessed with data, clarity, and outcomes

Strong operator who drives execution

Can identify problems quickly and act on them and escalate as needed

Keeps teams aligned without creating bureaucracy

Focuses on adoption and real impact, not just process

A Day in the Life

A typical day starts with reviewing dashboards ( after putting one in place) to understand where CoE standards and tools are being used—and where they are not. You follow up on gaps in specific regions or teams, work with stakeholders to resolve adoption issues, and ensure ongoing initiatives are on track. You spend time turning data into clear insights for leadership, while also collecting feedback from the field to improve how the CoE operates. Your focus is always on one question: is the CoE actually making the field faster, better, and more consistent?