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