Senior Manager, PM Operations and IT Delivery – Salesforce

Senior Manager, PM Operations and IT Delivery - Salesforce

About AAA Washington!

At AAA Washington we equip our members with trusted service and expertise to confidently travel through life. We are committed to serving our members with integrity, innovation, and care. Our people are at the heart of our success, and we strive to create a workplace where individuals feel supported, valued, and empowered to do their best work.

We encourage applicants from all backgrounds, experiences, and abilities to apply.

Why You’ll Love Working Here

At AAA Washington, we offer:

• Meaningful work with real impact
• Competitive pay and comprehensive benefits
• Opportunities for growth, learning, and career development
• A collaborative, respectful, and inclusive culture
• Hybrid work opportunities
  
  
  

Position Summary

The Senior Manager, IT Delivery is responsible for overseeing the delivery of strategic IT initiatives across the organization. They ensure high-quality project execution, standardized governance, and alignment between delivery outcomes and AAA Washington’s strategic goals. This role leads and supports the team responsible for delivery coordination and portfolio governance supporting enterprise platforms and business systems (including either Salesforce or Microsoft and Adobe, as well as other key member-facing platforms.

This position is ideal for someone who thrives in a dynamic, analytical environment and takes ownership of outcomes.

What You’ll Do

Core Responsibilities

• Oversee delivery of technology programs supporting strategic platforms such as Salesforce CRM or Microsoft and Adobe, digital member services, data solutions, customer service systems, and business automation.
• Provides strategic oversight of end-to-end delivery for large, cross-functional IT programs and projects.
• Ensures governance across all technology projects, including risk management, scope control, schedule performance, and budget adherence.
• Collaborates with business stakeholders, engineering teams, and leadership to ensure delivery outcomes support strategic plans and operational goals.
• Identifies, manages, and escalates risks, issues, and dependencies across the project portfolio.
• Ensures cost-effective delivery and responsible stewardship of organizational investments in technology—including Salesforce or Microsoft and Adobe solutions.
  
  
  

Supervisory Responsibilities

• Provides leadership for IT staff including hiring, onboarding, training, professional development, coaching, performance management, and discipline.
• Manages team workload planning, quality assurance, process improvements, and delivery outcomes.
• Ensures a high level of customer service and operational excellence by maintaining standards and resolving issues quickly and effectively.
• Responsible for developing people, improving processes, reducing costs, monitoring quality, delivering results against established objectives, and ensuring a high level of service to internal and external customers.
  
  
  

Customer / Stakeholder Support

• Leads teams of project managers, program managers, delivery leads, analysts, and coordinators supporting enterprise IT programs.
• Respond to inquiries professionally and resolve issues with accountability and empathy
• Escalate complex issues appropriately while maintaining ownership
• Ensures IT delivery supports AAA Washington’s pillars of Sales, Service, Finance, Human Resources, and Customer Experience, including Salesforce or Microsoft and Adobe-enabled capabilities
• Follow established processes while identifying opportunities for improvement
• Maintain accurate documentation and records
• Partner with team members and leaders to support department goals
• Contribute to key performance metrics, service levels, and operational plans
  
  
  

Culture and Values

• Ensures team engagement, collaboration, and professional growth; fosters a positive team culture consistent with AAA Washington’s values.
• Foster a respectful, collaborative, and inclusive work environment
  
  
  

What Success Looks Like

• Consistent delivery of accurate, high-quality work
• Positive feedback from customers and internal partners
• Strong performance against KPIs and service expectations
• Effective collaboration and communication
• Demonstrated reliability, accountability, and professionalism
  
  
  

Minimum Qualifications

• Bachelor’s degree in information technology, Business Administration, or related field—or equivalent experience.
• 8 years of experience in IT project or program management.
• 4 years of experience managing teams or leading a PMO, delivery function, or similar operational group.
• Direct experience delivering technology solutions that include Salesforce or Microsoft and Adobe or other enterprise CRM platforms.
  
  
  

Preferred Qualifications

• Experience delivering or supporting Salesforce or Microsoft and Adobe-based capabilities (e.g., Sales Cloud, Service Cloud, Experience Cloud, or custom org enhancements).
• Experience in a member-based, customer-centric organization or similarly complex enterprise.
• Background supporting delivery for systems such as CRM, digital self-service, business automation, data platforms, ERP, or customer service systems.
• Experience with cloud-based technologies, system integrations, and enterprise modernization.
  
  
  

Knowledge, Skills, And Abilities

• Strong understanding of Salesforce or Microsoft and Adobe capabilities, data structures, workflows, and how CRM functionality supports business processes.
• Knowledge of project and program management governance, delivery practices, and portfolio oversight.
• Ability to collaborate effectively with stakeholders to translate Salesforce or Microsoft and Adobe and other platform needs into actionable project plans.
• Strong leadership, communication, and interpersonal skills across diverse audiences.
• Expertise in performance measurement, budgeting, forecasting, and resource planning.
• Ability to lead teams through change while maintaining a member-first delivery mindset.
• Demonstrated ability to deliver high-quality, reliable IT solutions that support business and member-facing operations.
  
  
  

Compensation, Work Location, and Benefits

Location: Bellevue, WA (Hybrid)

Pay Range: $137,598-$165,036

Employment Type: Full-Time

We offer a competitive total rewards package, which may include:

• Medical, dental, and vision coverage
• Paid time off and paid holidays
• Retirement plan with employer match
• Life and disability insurance
• Flexible spending accounts
• Professional development and training
• Wellness and employee assistance programs
• AAA Premier RV Membership for members of your household.
  
  
  

Work Environment And Physical Requirements

• Hybrid work
• Standard office or operational environment
• Ability to remain seated or active for extended periods, as required
• Regular use of computer, phone, and office or operational equipment
  
  
  

Additional Information

Equipment Used: Computer, phone, various virtual technologies and programs, other office equipment.

Travel: Rarely travel

Equal Employment Opportunity Statement

AAA Washington is an equal opportunity employer. We are committed to providing reasonable accommodations to individuals with disabilities and ensuring an inclusive hiring process.