Senior Manager, IT Delivery

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.

• 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

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.

• 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.
• Provide strategic oversight of end-to-end delivery for large, cross-functional IT programs and projects.
• Ensure governance across all technology projects, including risk management, scope control, schedule performance, and budget adherence.
• Collaborate with business stakeholders, engineering teams, and leadership to ensure delivery outcomes support strategic plans and operational goals.
• Identify, manage, and escalate risks, issues, and dependencies across the project portfolio.
• Ensure cost-effective delivery and responsible stewardship of organizational investments in technology—including Salesforce or Microsoft and Adobe solutions.

• Lead IT staff including hiring, onboarding, training, professional development, coaching, performance management, and discipline.
• Manage team workload planning, quality assurance, process improvements, and delivery outcomes.
• Ensure a high level of customer service and operational excellence by maintaining standards and resolving issues quickly and effectively.
• Develop people, improve processes, reduce costs, monitor quality, deliver results against established objectives, and ensure a high level of service to internal and external customers.

• Lead 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.
• Ensure 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.

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

• 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,…