Director, Salesforce Systems - Sales, Service & Marketing CoE (Hybrid in office on a regular basis)

Covetrus is a global animal-health technology and services leader dedicated to empowering veterinary practice partners to drive improved health and financial outcomes. We bring together products, services, and technology into a single platform that connects our customers to the solutions and insights they need to work best. Our passion for the well-being of animals and those who care for them drives us to advance the world of veterinary medicine. 

This is a Hybrid role and will require being in the office on a regular basis. The address is: 401 N. Michigan Ave., Suite 1600, 16th Floor, Chicago, IL 60611

The Director, Salesforce Systems - Sales, Service & Marketing CoE leads Covetrus' enterprise CRM function and Center of Excellence (CoE) for the global Salesforce platform: Sales Cloud, Service Cloud (Omni-Channel routing, Messaging, Service Cloud Voice with Five9 CTI and Embedded Service), Marketing and Data Cloud, and Agentforce, the agent layer built on top of them. The platform is the operational backbone for customer engagement across Covetrus' North American businesses - Pet Owner and In-Clinic customer service, pharmacy and order operations (GPM), Technology Support for our practice-management software (Pulse, Avimark, Impromed), vRxPro, Compounding and Commercial - and handles on the order of half a million cases and hundreds of thousands of chat and voice conversations every quarter.

The Director is accountable for developing, implementing and delivering highly adopted systems that drive the sales, marketing, customer service and support strategies as expressed by the executive leaders of those functions, their designated process owners, and the CRM Steering Team. This includes responsibility for short- and long-term strategic goals, actionable metrics, roadmaps, change management, budget, resourcing, workflows, data quality, and architecture of CRM and ancillary systems - and, increasingly, for the design, governance and measured performance of the Agentforce agents that serve customers and employees directly. The role collaborates with peers to drive business change, compliance and process consistency, and delivers a raving fan level of customer experience.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Strategy and business partnership

• Partnering with senior sales, marketing, customer service and support leaders and their designated business process owners to provide guidance on Salesforce and Agentforce strategies that instantiate, automate and support Covetrus' best practices in their respective disciplines.
• Owning the multi-year CRM and Agentforce roadmap - from modernizing the service platform, through the Agentforce foundation, to customer-facing and employee-facing Agentforce agents - and sequencing it against business priorities, licensing commitments and team capacity.
• Championing, gaining support from business leaders, and driving changes ensuring full buy-in from all stakeholders in the business, including contact-center leadership whose teams work alongside Agentforce every day.
• Partnering with the enterprise AI Command Center on intake, prioritization, governance and ROI reporting of Agentforce use cases, so that Agentforce outcomes are measured with the same rigor as the rest of the Command Center portfolio.

Agentforce operations

• Owning the end-to-end lifecycle of Covetrus' Agentforce agents - the customer-facing Service Agent on chat and the Voice agent on inbound phone across Customer Service and Technology Support, the sales-assist and FAQ agents, and the internal Employee and Service agents - including agent design, topic and action definition, instructions and prompt templates, versioning, testing, release management and rollback.
• Establishing the guardrails for Agentforce: Einstein Trust Layer configuration, grounding and knowledge sources, escalation and hand-off rules, sensitive-data handling, and human-in-the-loop controls for regulated workflows such as pharmacy and controlled-substance cases.
• Owning the definition, instrumentation and reporting of containment, deflection, hand-off, resolution and customer-satisfaction metrics across Salesforce, Five9 and the CX360 analytics layer, reconciling definitions between systems so leadership sees one trusted number, and driving a continuous-improvement loop that lifts containment channel by channel and business unit by business unit.
• Owning the knowledge and data that ground the agents - knowledge articles, Data Cloud, customer and product identity - and treating knowledge quality as a production dependency with owners, freshness targets and coverage gaps tracked to closure.
• Managing Agentforce and Data Cloud consumption (credits and usage-based licensing) to budget, forecasting cost against conversation volume and agent scope, and making the cost-per-contained-conversation case for each expansion.

Platform delivery and operations

• Developing and sustaining an effective and efficient team that exemplifies the missions and values of Covetrus.
• Ensuring the confidentiality, integrity and availability of CRM and ancillary systems, including security posture, permission model, data retention and audit readiness.
• Continual analysis and improvement of CRM and ancillary systems to ensure they are effectively meeting program, cost, and operational efficiency goals - including systematically identifying repetitive, low-variance work in the case, task and communication load and automating it with Flow, Apex or Agentforce.
• Owning platform engineering discipline for a large, mature org - source control and CI/CD through SFDX, sandbox strategy, code and Flow quality standards, technical-debt reduction, release cadence and regression testing - so that a high rate of change on Apex, Lightning Web Components, Flows and Agentforce agents does not compromise stability.
• Owning the integration architecture between Salesforce and the surrounding ecosystem - Five9 telephony, the Pulse and legacy practice-management platforms, the NetSuite/ERP layer via Boomi and APIs, the Snowflake enterprise data warehouse and Tableau - and the data-quality controls (duplicate and matching rules, identity resolution) that keep a single view of the customer trustworthy.
• Providing transparency to all stakeholders on the objectives, releases, roadmaps, and results of the CRM CoE to promote CoE Team ownership and accountability.
• Working with all CoE leaders and teams to ensure a raving fans customer experience for internal and external customers is delivered.
• Partnering with Salesforce and with implementation and ancillary service suppliers and consultants to ensure the successful delivery of the CRM and Agentforce program, including holding partners to measurable outcomes.
• Ensuring return on investment through KPIs and performance metrics.
• Managing the CoE's expenses to budget or approved forecast.
• Establishing controls and managing resources to deliver business and project objectives.
• Other duties as needed or required.

SUPERVISORY RESPONSIBILITIES

• CRM Sales, Service & Marketing Center of Excellence design and build team (solution and technical architects, Apex / Lightning / Flow developers, integration engineers)
• CRM Sales, Service & Marketing Center of Excellence Salesforce administrators and daily operations / support team
• Agentforce team (agent designers, topic and action engineers, knowledge managers, conversation and containment analysts)
• Matrixed direction of implementation-partner and contractor resources assigned to the program

QUALIFICATIONS:

Education and/or Experience

• Bachelor's degree in Marketing, Sales or Computer Science or Bachelor's degree in another field with equivalent marketing, sales or computer science experience
• 8-10 years' experience in leading enterprise systems teams with Salesforce responsibilities
• 6+ years' experience directly managing a technical team
• 2+ years' experience delivering Agentforce (or its Einstein Bots predecessor) in production in a high-volume, multi-channel contact center, with accountability for containment and customer-experience outcomes
• Experience operating Service Cloud at enterprise scale (Omni-Channel, Messaging, Service Cloud Voice or comparable CTI) and with Data Cloud or an equivalent customer data platform
• Salesforce certifications strongly preferred: Application or System Architect, Service Cloud Consultant, Agentforce Specialist, Data Cloud Consultant

Competencies (Skills & Abilities)

• Excellent technical knowledge of Salesforce and analytical systems.
• Deep working knowledge of Agentforce architecture - the reasoning engine, topics, actions and instructions, prompt templates, the Einstein Trust Layer, Data Cloud grounding, Service Agent and Voice - and a practical method for testing, versioning and governing Agentforce agents in production.
• Fluency in contact-center operations and metrics: routing design, average handle time, containment, hand-off and escalation, CSAT, and the ability to tell real deflection from measurement artifacts when systems disagree.
• Must have a strong commercial outlook and the ability to manage project delivery through internal and external stakeholders.
• Excellent understanding of Salesforce principles in a B2B and B2C environment.
• Superior CRM knowledge specifically Salesforce and deep knowledge of capabilities in this space defined as Customer / Client support capabilities in service, sales, and marketing.
• Strong grasp of data foundations - customer identity and de-duplication, knowledge management, integration patterns (APIs, iPaaS, event-driven), and the analytics stack (Tableau, Snowflake) - and how each one constrains or unlocks what an Agentforce agent can do well.
• Strong ability to step in, assess our deployment efforts, and optimize our approach where needed.
• Significant ability to translate CRM and ancillary systems use, benefits, and value in common business terms rooted in the ability to fully understand and to "go deep" into the technology that is being deployed or considered for deployment.
• Financial fluency with consumption-based licensing - forecasting, monitoring and defending Agentforce and Data Cloud spend against measured outcomes.
• Strong ability to partner with business and transfer best practices as we refine and implement our global Salesforce instance.
• Superior communications skills requisite to working with internal / external teams, business partners, and customers.
• Strong executive presence needed to speak to and expose the value of any specific initiative.
• Fully competent program management skills.
• Tenacious ability to partner, create the sense of "team", and to demand excellence in performance and deployment.
• A results-driven continuous process improvement mindset, the ability to be able to go in, root out where an effort is sub-optimal and to get the initiative back to where it was envisioned.
• Personally hands-on in Agent Builder, Prompt Builder and the Agentforce Testing Center, and expects the team to use Agentforce tooling to accelerate its own analysis, build and support work.
• Uncompromising integrity.
• A proven leader.

PHYSICAL DEMANDS/WORK ENVIRONMENT

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Requires working on a computer for hours at a time.
• 15% to 20% domestic and international travel
• Evening and weekend work required to accommodate the time zones our business units and contract resources are in as well as meetings, conferences, and deployment schedules.

We offer the following benefits for you to take advantage of while you are here provided you meet the eligibility requirements under each governing program:

• 401k savings & company match

• Paid time off

• Paid holidays

• Maternity leave

• Parental leave

• Military leave

• Other leaves of absence

• Health, dental, and vision benefits

• Health savings accounts

• Flexible spending accounts

• Life & disability benefits​

• Identity theft protection

• Pet insurance

• Certain positions may include eligibility for a short-term incentive plan

Covetrus is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.