Director, Salesforce Systems - Sales, Service & Marketing CoE

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. 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