Senior Manager, Customer Experience (CX) Technology Engineering

Job Purpose

The Senior Manager, Customer Experience (CX) Technology Engineering is a strategic engineering leadership role within Valvoline Global Operations' IT department. This role is responsible for the engineering governance, technical delivery execution, platform scalability, and operational sustainability of enterprise Customer Experience platforms across global markets.

How You Make an Impact

• 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

Engineering Leadership & Governance

• 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

What You Bring to the Role

• 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

• Experience with Salesforce platform engineering and architecture
• Experience with 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 Experience Cloud
• Experience with enterprise integration and API-driven architecture
• Experience with CI/CD and release engineering
• Experience with DevOps and environment management practices

Preferred Qualifications

• 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