Jon McCartie

About Jon McCartie

Director of Software Engineering with 20+ years of experience leading customer-centric engineering organizations at Salesforce and Heroku. I build high-performing teams that resolve critical issues, strengthen platform reliability, and bridge the gap between customers, product, and engineering to deliver trusted, scalable experiences.With over two decades in the software industry and more than a decade in engineering leadership, I focus on building resilient teams, aligning product and engineering priorities, and closing the loop between customers and technology.As Director of Customer Centric Engineering (CCE) at Salesforce, I lead multiple teams spanning Core UI Platform, Digital Experience, Platform Services, and Core Sales CCE — all dedicated to resolving complex, business-critical issues and strengthening the reliability and trust of the Salesforce platform. My teams operate at the intersection of Engineering, Product, and Support, driving structured product feedback, proactive quality improvements, and faster customer outcomes at scale.Previously, I led Heroku’s Web Services organization — encompassing APIs, dashboards, CLI tooling, and technical writing — where we improved uptime to 99.96% and reduced incidents by 70%. Earlier in my career, I founded SproutMark and held engineering leadership roles at Life.Church, Planning Center Online, and Transpera, where I developed a deep appreciation for both technical excellence and the human side of leadership.I’m passionate about cultivating environments where engineers can do their best work — with clarity, empathy, and a shared commitment to the customer.

Experience

1. Director of Software Engineering

   Salesforce

   Jul 2021 — Present

   Currently Director of Customer Centric Engineering (CCE), leading multiple teams (50 staff) within Salesforce’s highest tier of technical support and engineering escalation, focused on resolving complex, business-critical issues and driving structured product feedback to improve reliability and customer trust. Oversee the Core UI Platform, Digital Experience, Platform Services, and Core Sales CCE teams, partnering across Engineering, Support, and Product to strengthen platform stability, accelerate issue resolution, and enhance the customer experience at scale.* Previously Director of Web Services at Heroku (API, Dashboard, CX) – Oversaw a team of 44 in the development of customer-facing APIs and dashboards, improving uptime by 15% to 99.96% and reducing incidents by 70%. Managed CX initiatives that increased customer satisfaction. An internal survey of the team revealed that 100% of respondents strongly agreed that \"My manager focuses on results while caring for the wellbeing of everyone on our team.\"

Education

• University of Idaho

  MS, Technology Management

• University of Southern California

  BS, Music Business

  1999 — 2003

Skills

• Tdd
• Javascript
• Web Development
• Product Management
• Test Driven Development
• Rspec
• Css
• Sass
• Karaoke
• Git
• Ruby
• Public Speaking
• Agile Methodologies
• Team Building
• Technical Drawing on Whiteboards During Really Important Meetings
• Jquery
• Sql
• User Experience
• Ruby on Rails
• Agile