Senior Manager Customer Experience CX Technology Engineering

Job Purpose

In this role, you will lead the engineering execution, governance, and operational maturity of Valvoline Global Operations' Customer Experience (CX) technology platforms across global markets. You will partner closely with CX Product Owners, CX Delivery leadership, Enterprise Architecture, Program Management and engineering teams to deliver scalable, secure, and supportable solutions across Salesforce, DASH/SAP Commerce Cloud, integrations, and related CX ecosystems. This role will embody the "build once, deploy globally" mindset and operating model.

Your day will balance engineering and development leadership, release governance, architecture alignment, technical delivery execution, DevOps maturity, and team development across globally distributed engineering teams. Success in this role means building strong engineering discipline, improving platform scalability and delivery predictability, reducing dependency on external system integrators, and developing a high-performing internal engineering organization capable of supporting long-term digital transformation goals.

How You Make an Impact (Job Accountabilities)

• The Senior Manager, Customer Experience (CX) Technology Engineering is a strategic engineering leadership role within VGO IT responsible for the engineering governance, technical delivery execution, platform scalability, and operational sustainability of enterprise Customer Experience platforms across global markets.
• This role leads the engineering function supporting Salesforce (Sales, Service, Marketing, Commerce, Experience, Manufacturing), SAP Commerce Cloud, enterprise integrations, and related CX technology. The position is accountable for ensuring enterprise platforms are scalable, supportable, secure, and aligned with enterprise architecture standards and long-term strategic objectives.
• The Senior Manager partners closely with CX Delivery leadership, Product Owners, and Enterprise Architecture to ensure the organization delivers technology solutions that are engineered with high quality, operational maturity, and long-term sustainability.
• This role owns engineering execution and technical governance. Product prioritization, roadmap ownership, and business outcome accountability remain with Product Management and CX Delivery leadership.
• The ideal candidate combines strong enterprise engineering leadership experience with deep expertise across Salesforce ecosystems, integration architecture, DevOps practices, and globally distributed engineering organizations.

Engineering Leadership & Governance

• Lead the engineering delivery organization supporting Salesforce, SAP Commerce Cloud, integrations, and related CX tools and systems
• Establish and enforce engineering standards, release governance processes, and technical quality expectations across global delivery teams
• Drive engineering execution across large-scale, multi-region initiatives and enterprise transformation programs
• Partner with Enterprise Architecture to ensure alignment with enterprise technology standards, security requirements, and architectural patterns
• Govern platform scalability, resiliency, maintainability, and operational sustainability
• Lead technical design reviews, architecture governance checkpoints, and engineering risk assessments
• Provide technical feasibility analysis, engineering estimates, and delivery impact assessments

Platform Engineering & Technical Strategy

• Define and maintain platform engineering roadmaps focused on modernization, scalability, resiliency, and operational maturity
• Drive technical debt reduction strategies and platform health improvement initiatives
• Establish engineering best practices across CI/CD, DevOps, release management, environment strategy, observability, and quality engineering
• Oversee enterprise integration engineering strategy across CRM, Commerce, ERP, Analytics, CLM, and third-party ecosystems
• Ensure engineering teams adopt scalable and reusable integration and development patterns
• Support the transition from system integrator dependency to a scalable internal engineering capability model

Delivery Partnership Model

• Partner closely with CX Delivery leadership, Product Owners, and IT Business Partners to align engineering execution with business priorities
• Collaborate with Product and Delivery leadership to support predictable, scalable, and sustainable delivery outcomes
• Ensure engineering teams execute within the established enterprise delivery model and governance framework
• Provide technical leadership during quarterly planning, release planning, and cross-platform dependency management activities

People Leadership

• Lead, mentor, and develop globally distributed engineering teams across Salesforce, integration engineering, DevOps, and related technical disciplines
• Own engineering resource planning, capacity management, workload balancing, and strategic staffing
• Build a high-performing engineering culture focused on accountability, continuous improvement, technical excellence, and operational ownership
• Support capability development across modern engineering practices, DevOps maturity, automation, and platform engineering disciplines
• Provide technical oversight and governance for external vendors, contractors, and system integrators

Innovation & Continuous Improvement

• Identify opportunities to improve engineering efficiency, delivery velocity, quality, and operational stability through automation and modern engineering practices
• Explore and evaluate AI-enabled engineering and operational capabilities that improve scalability, delivery efficiency, and platform supportability
• Establish engineering metrics, governance scorecards, and operational reporting to drive continuous improvement

Other duties as assigned (language for VGO)

What Success Looks Like

• Reduced dependency on external system integrators through successful internal capability development
• Standardized engineering governance and release management practices across global regions
• Improved deployment reliability, release quality, and platform stability
• Reduced technical debt and improved long-term platform sustainability
• Improved engineering delivery predictability and scalability
• Established CI/CD and DevOps maturity standards across CX platforms
• High-performing global engineering organization with strong accountability and technical ownership
• Reliable enterprise integrations supporting global customer experience transformation
• Improved operational visibility through engineering metrics, governance scorecards, and delivery reporting
• Consistent alignment between Product, Delivery, Architecture, and Engineering responsibilities

What You Bring to the Role (Job Qualifications / Education / Skills / Requirements / Capabilities)

• Bachelor's degree in Computer Science, or equivalent, Engineering, Information Systems, or related field
• 10+ years of experience in enterprise application engineering, platform engineering, or solution delivery
• 5+ years of leadership experience managing engineering teams within large, complex organizations
• Proven experience leading globally distributed engineering organizations
• Strong experience across Salesforce ecosystems and enterprise integration architectures
• Experience supporting large-scale enterprise transformation initiatives
• Experience with CI/CD, DevOps practices, release governance, and enterprise delivery models
• Strong stakeholder communication and cross-functional leadership skills

Core Technical Experience

• Salesforce platform engineering and architecture
• Salesforce APIs and integration patterns
• Experience with B2B Commerce platforms including SAP CCV2 & Salesforce B2B Commerce
• Experience with B2B Partner Portals including SAP BTP & Salesforce Experieence Cloud
• Enterprise integration and API-driven architecture
• CI/CD and release engineering
• DevOps and environment management practices

Preferred Qualifications

• Salesforce certifications
• Experience with MuleSoft or enterprise integration platforms
• Experience with SAP BTP initiatives and integrations
• Experience with AWS, Azure, or GCP
• Experience with headless commerce and composable architecture models

Competencies Desired

• Engineering leadership
• Enterprise platform governance
• Technical decision-making
• DevOps and operational maturity
• Global team leadership
• Scalable solution design
• Cross-functional partnership
• Engineering execution discipline
• Continuous improvement mindset

Working Conditions / Physical Requirements / Travel Requirements

• Remote w/travel