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IT C&C Salesforce Delivery Lead

POSITION SNAPSHOT

Type of work: Hybrid

Type of contract: Open-ended/permanent

Full/Part Time: Full time

Location: Poznań, PL

ABOUT US

Bridgestone Americas, Inc. (BSAM), headquartered in Nashville, Tennessee, and Bridgestone Europe, Middle East and Africa (BSEMEA), headquartered in Brussels, Belgium, operate collectively as a “Bridgestone West” strategic region. This region services the strategic business needs of teams across the Americas, Europe, Middle East and Africa. BSAM and BSEMEA are subsidiaries of Bridgestone Corporation, globally headquartered in Japan. Bridgestone and its subsidiaries develop, manufacture and market a wide range of Bridgestone, Firestone and associate brand products and solutions to address the needs of a broad range of customers and industries.

ABOUT THE ROLE

Job Purpose

You will be responsible for the successful delivery, adoption, operational excellence, and continuous improvement of Salesforce-based solutions across BSEU. You will lead internal and external delivery resources, coordinate implementation partners, and ensure Salesforce initiatives are delivered on time, within budget, and generate measurable business value. Working closely with Product Owners, frontline teams, business stakeholders, and the Salesforce Platform team, you will transform strategic roadmap objectives into practical solutions that enhance user experience, improve operational efficiency, and drive customer-facing outcomes.

Responsibilities:

Leading the successful delivery of Salesforce projects, enhancements, and roadmap initiatives
Managing delivery schedules, dependencies, risks, resource allocation, project budgets, and costs
Ensuring roadmap initiatives progress from concept through deployment and benefit realization
Establishing and maintaining delivery governance across Salesforce workstreams
Balancing speed, quality, business value, and operational stability across initiatives
Embedding post-go-live support and optimization plans within all deliveries
Managing compliance, audit requirements, and governance standards
Owning the overall user and agent experience for Salesforce-based solutions
Driving adoption of Salesforce capabilities across customer service, sales, and support teams
Identifying usability barriers, operational inefficiencies, and process friction points
Representing the voice of frontline users within product and delivery processes
Partnering with Product Owners and business stakeholders to prioritize user-centric improvements
Driving initiatives focused on simplicity, usability, productivity, and customer journey enhancement
Establishing regular Gemba feedback loops with frontline teams and operational users
Using customer satisfaction survey results and Gemba outcomes to optimize the feature roadmap
Conducting field observations and user engagement activities to understand process execution
Capturing recurring pain points, workarounds, and improvement opportunities
Translating operational insights into prioritized backlog items and improvement initiatives
Validating proposed solutions directly with end users before deployment
Measuring and communicating the impact of improvements on users and business performance
Leading and coordinating internal Salesforce delivery resources, external partners, and GCC teams
Ensuring delivery partners meet agreed quality, cost, and timeline expectations
Driving accountability across all delivery stakeholders
Governing Salesforce release planning and deployment activities
Ensuring appropriate testing, quality assurance, and change management processes
Maintaining platform stability and operational performance
Coordinating incident, problem, and defect management activities
Ensuring operational readiness for new features and platform enhancements
Driving Agile delivery practices and continuous improvement methodologies
Facilitating planning cycles, backlog refinement, sprint execution, and release planning
Ensuring transparency of delivery progress, risks, and dependencies
Defining and monitoring measurable business outcome KPIs for Salesforce solutions
Tracking adoption, productivity, and operational effectiveness metrics
Driving improvement initiatives based on KPI performance and user feedback
Reviewing and communicating value realization and business benefits to stakeholders

Qualifications & Experience Required

Education, Master, other certification:

Bachelor's degree in Information Technology, Business, Engineering, or a related field

Experience:

5–10 years of experience delivering and operating enterprise CRM or Salesforce solutions
Proven experience leading cross-functional teams and delivery partners
Experience driving adoption and change management within business environments
Strong understanding of customer service and sales processes
Experience applying Agile, Scrum, and continuous improvement methodologies

Technical Skills:

Experience with Salesforce platforms and enterprise CRM solutions
Knowledge of Agile delivery frameworks and project governance practices
Experience with release management, operational support, and continuous improvement processes

Languages Skills:

Soft/Behavioral Skills:

Execution excellence and ability to deliver complex initiatives successfully
Customer and user-centric mindset
Strong delivery leadership and stakeholder management skills
Planning and organizational skills with the ability to manage multiple priorities
Excellent collaboration and communication skills
Strong focus on measurable business value and outcomes
Continuous improvement mindset driven by data and user feedback
Change management and adoption leadership capabilities

WHAT WE OFFER

At Bridgestone, what really matter is to foster co-creation opportunities and empowering you to be creative and curious to make mobility safer, more efficient, and more sustainable for future generations. Whatever role you fill, when you represent Bridgestone, you are a valued teammate, and part of our larger mission to “Serve Society with Superior Quality”, for that, we offer you more than just a competitive payment; we will provide you:

A supportive and engaging onboarding experience to ensure a smooth transition into our team.
The opportunity to develop and grow, through training and regular mentorship.
Corporate Social Responsibility activities.
A truly global, dynamic and challenging work environment.
Agility and work/life effectiveness and your long-term well-being.
A diverse and inclusive team.

We are committed to create an even more inclusive culture that advances equity, embraces individuality, and helps our increasingly diverse teammates, customers, and communities thrive, by providing equal opportunities in employment. This means that all job applicants and members of staff will receive equal treatment and that we will not discriminate on grounds of gender, marital status, race, ethnicity, color, nationality, national origin, disability, sexual orientation, religion or age.

IT C&C Salesforce Delivery Lead

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