VP, Business Systems (Salesforce)

TKO is seeking an experienced and visionary VP of Salesforce Strategy and Operations to drive the optimization and governance of the Salesforce ecosystem. This role involves defining and executing the Salesforce strategy, overseeing platform architecture, and aligning initiatives with business objectives to enhance customer engagement and operational efficiency.

Responsibilities:

• Define and execute the organization-wide Salesforce strategy to enable growth, efficiency, and customer engagement
• Partner with Sales, Marketing, Service, Finance, and IT to align Salesforce capabilities with business goals
• Oversee Salesforce platform architecture, integrations, data management, and CRM governance
• Drive process standardization and automation to improve sales operations, pipeline visibility, forecasting accuracy, and customer lifecycle management
• Define and own the Salesforce roadmap, balancing quick wins with long-term innovation and AI-driven automation to enable use cases like intelligent lead routing, personalized service responses, and AI-assisted customer engagement
• Shape the strategic roadmap to integrate emerging AI-powered automation with existing workflows, fundamentally enhancing sales velocity, customer experience, and marketing personalization
• Drive pilots and eventual operationalization of AI-enabled/driven sales, service, and marketing capabilities
• Cultivate a culture of continuous innovation, learning, and improvement, empowering teams to experiment with AI tools and technologies and build new capabilities that differentiate the business, reduce costs to serve, simplify operations and maintenance, and increase reliability and efficiency
• Partner with SalesOps, Guest Services, and MarketingOps teams to identify opportunities where AI agents can augment workflows, automate customer interactions, reduce operational burden, and improve decision-making
• Serve as an executive champion for Agentforce and agentic AI adoption across all relevant Salesforce clouds, setting ambitious goals and timelines for deployment at scale over the next 2–3 years
• Establish, build, and monitor KPIs tied to AI and automation, including self-service resolution rates, AI-assisted case deflection, and productivity gains from augmented workflows
• Partner with analytics and BI teams to deliver actionable insights that improve sales productivity and overall business performance
• Ensure AI adoption aligns with ethical AI use standards, compliance, and data governance
• Manage vendor relationships with Salesforce and partner ecosystem, ensuring cost-effective and value-driven investments
• Manage Salesforce usage, costs and budget, and track consumption and spend with Salesforce, SalesOps, Guest Services, and Marketing Ops teams
• Stay ahead of evolving Salesforce AI releases, including Einstein, Agentforce, and AI automation innovations, to guide the enterprise vision

Requirements:

• 10+ years of CRM and transformation leadership experience, with at least 5+ years leading Salesforce-focused teams
• Expertise in multi-cloud Salesforce environments (Sales, Service, Marketing, Data Cloud)
• Background in leading digital transformation initiatives in complex, matrixed organizations
• Proven track record of leading enterprise-level Salesforce implementations and transformations
• Experience collaborating with SalesOps, Guest Services, and MarketingOps teams to enable forecasting, service efficiency, and marketing personalization
• Experience with Salesforce Agentforce and other agentic AI capabilities for sales, service, and marketing use cases
• Knowledge of 3rd party tools and platforms (e.g., Salesloft, Amplitude, Natterbox, ZoomInfo) and how they integrate with the Salesforce ecosystem
• Understanding of AI automation design patterns, including conversational AI, AI-powered lead prioritization, and service case handling
• Demonstrated ability to tie outcomes to enterprise metrics such as: increased AI-assisted lead conversion rates, reduced average handle time through AI case triage, higher customer satisfaction and self-service adoption via AI agents, and improved marketing and sales efficiency with AI optimization
• Expertise in Salesforce data model, automation, governance, and integration frameworks
• Expertise with automation across Salesforce (e.g., Flow, Automation Studio, Einstein Bots) with a focus on integrating AI-driven automation at scale
• Strong business acumen with the ability to partner effectively at the executive level
• Excellent communication (effective verbal and written), stakeholder management, and change leadership skills
• Experience implementing observability across the Salesforce ecosystem using Datadog
• Change leadership with a track record of managing cultural and organizational adoption during technology transformation
• Capacity to bridge technical AI concepts and lifecycle efficiencies with business outcomes, ensuring measurable ROI
• Experience implementing DevOps Center across Salesforce cloud platforms and teams
• Experience leading agile transformations while embedding automation- and AI-first principles into delivery frameworks
• Experience in the hospitality industry, with familiarity in its unique sales cycles, guest services, marketing, and operational challenges
• Familiarity with global compliance standards related to customer data (e.g., GDPR, CCPA) and their impact on CRM systems
• Certifications: Data Architect, Application Architect, System Architect