Operations Senior Manager
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Job CategoryOperationsJob DetailsAbout SalesforceWe re Salesforce, the Customer Company, inspiring the future of business with AI
Data +CRM.
Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way.
And, we empower you to be a Trailblazer, too driving your performance and career growth, charting new paths, and improving the state of the world.
If you believe in business as the greatest platform for change and in companies doing well and doing good you ve come to the right place.
Salesforce Global Support is part of the Customer Success Group ( CSG ) and is a key pillar in delivering success to over 150,000 customers globally.
We pride ourselves on a strong customer-centric culture, delivering a trusted world-class customer experience and offering the right level of engagement and expertise to meet customer needs.
As Salesforce innovation grows and customers are digitally redefining, we expertly craft and tailor new services and offerings to ensure we re serving our customers in the best ways possible.
The Resolution Experience Operations, Senior Manager will be responsible for design and continuous improvement in driving critical strategic priorities for the business that help drive a world-class customer and support engineer experience.
This role will define and drive process innovation and continuous improvement initiatives across the resolution support journey, and will play an important role in helping to foster a culture of sustainable change through a single, seamless and world-class experience for Salesforce s highest profile customers.
The Resolution Operations Manager will research and design new opportunities to prevent customer issues through proactive support, monitoring and analysis, and will provide leadership and guidance to the Proactive Monitoring and Support teams.
The ideal candidate is a highly organized teammate with a proven track record of defining and implementing cross-functional, organization-wide strategic prorams.
They are experienced in driving transformational change that demonstrates new technology, process, and operating models.
The successful candidate will be endlessly focused and passionate about driving ever-improving customer experiences and leading change hands-on.
The individual will have a high sense of urgency, strong executive presence, and an outstanding history of partnering with a broad cross-functional organization that is laser focused on delivering the optimal customer experience.
Primary
Responsibilities:
Define/identify critical customer and organizational priorities across the support resolution customer journeyContribute and collaborate internally with partners/stakeholders to share knowledge/best practices, serving as the Subject Matter Expert for specifics technical & process areasApply process improvement and reengineering methodologies and principles to identify and plan improvements (process and technology) including identifying the current process, applying standard methodologies, and creating performance measurementsDirectly lead these initiatives with a customer-centric focus, and rapid experimentation / hypothesis testingBring a first-principles and beginner s mind approach, design thinking with a focus on outcomes that continuously improve our customer and engineer experiencesDrive collaboration across teams, regions and products to achieve a set of unified processes that meet set requirements and scale for growthBecome an expert on the latest trends in the market as pertaining to Proactive Support technologies, processes, and delivery models.
Build alignment and attain a Trusted Advisor status with key executives and collaborators across the company, and particularly in Product, Engineering, and ITEmbody the values of Trust, Customer Success, Innovation, and EqualityDesired Skills/
Experience:
Committed with strong organizational, analytical and problem solving skillsFlexibility, integrity and creative problem-solving skills are a prerequisite to be successful in this role.
Passion for delivering outstanding customer experience Ability to collaborate cross-functionally on a global scaleStrategic problem solver, with clear vision to drive world class change management.
Strong technical proficiency in support of learning Salesforce application and solutionsExperience writing documentation, knowledge articles and workflow diagramsDemonstrated ability to empower, influence and gain commitment at all levels of the organizationProven track record to lead sophisticated processes and drive continuous process improvement.
Diligent, motivated, self-starter with the ability to work independently Experience with Software-as-a-Service (SaaS) & Performance Monitoring preferredPMP, Certified Scrum Master and/or PRINCE2 certifications are a plusSalesforce product experience/ certifications are a plusCustomer Success Platform experience is a plusAccommodationsIf you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form.
Posting StatementAt Salesforce we believe that the business of business is to improve the state of our world.
Each of us has a responsibility to drive Equality in our communities and workplaces.
We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more.
Learn more about Equality at and explore our company benefits at.
Salesforce is an Equal Employment Opportunity and Affirmative Action Employer.
Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.
Salesforce does not accept unsolicited headhunter and agency resumes.
Salesforce will not pay any third-party agency or company that does not have a signed agreement with Salesforce.
Salesforce welcomes all.
Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.
For New York-based roles, the base salary hiring range for this position is $150,300 to $225,500.
For Colorado-based roles, the base salary hiring range for this position is $136,600 to $187,900.
For Washington-based roles, the base salary hiring range for this position is $136,600 to $187,900.
For California-based roles, the base salary hiring range for this position is $150,300 to $225,500.
For Hawaii-based roles, the base salary hiring range for this position is $136,600 to $187,900.
Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience.
Certain roles may be eligible for incentive compensation, equity, benefits.
More details about our company benefits can be found at the following link:
https:
//www.
salesforcebenefits.
com.
SummaryLocation:
Indiana - Indianapolis; Texas - Austin Metro - Remote; California - San Francisco Metro - Remote; New York - New York City Metro - Remote; Virginia - Remote; Illinois - Chicago Metro - Remote; US, RemoteType:
Full time.
Estimated Salary: $20 to $28 per hour based on qualifications.
Job CategoryOperationsJob DetailsAbout SalesforceWe re Salesforce, the Customer Company, inspiring the future of business with AI
Data +CRM.
Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way.
And, we empower you to be a Trailblazer, too driving your performance and career growth, charting new paths, and improving the state of the world.
If you believe in business as the greatest platform for change and in companies doing well and doing good you ve come to the right place.
Salesforce Global Support is part of the Customer Success Group ( CSG ) and is a key pillar in delivering success to over 150,000 customers globally.
We pride ourselves on a strong customer-centric culture, delivering a trusted world-class customer experience and offering the right level of engagement and expertise to meet customer needs.
As Salesforce innovation grows and customers are digitally redefining, we expertly craft and tailor new services and offerings to ensure we re serving our customers in the best ways possible.
The Resolution Experience Operations, Senior Manager will be responsible for design and continuous improvement in driving critical strategic priorities for the business that help drive a world-class customer and support engineer experience.
This role will define and drive process innovation and continuous improvement initiatives across the resolution support journey, and will play an important role in helping to foster a culture of sustainable change through a single, seamless and world-class experience for Salesforce s highest profile customers.
The Resolution Operations Manager will research and design new opportunities to prevent customer issues through proactive support, monitoring and analysis, and will provide leadership and guidance to the Proactive Monitoring and Support teams.
The ideal candidate is a highly organized teammate with a proven track record of defining and implementing cross-functional, organization-wide strategic prorams.
They are experienced in driving transformational change that demonstrates new technology, process, and operating models.
The successful candidate will be endlessly focused and passionate about driving ever-improving customer experiences and leading change hands-on.
The individual will have a high sense of urgency, strong executive presence, and an outstanding history of partnering with a broad cross-functional organization that is laser focused on delivering the optimal customer experience.
Primary
Responsibilities:
Define/identify critical customer and organizational priorities across the support resolution customer journeyContribute and collaborate internally with partners/stakeholders to share knowledge/best practices, serving as the Subject Matter Expert for specifics technical & process areasApply process improvement and reengineering methodologies and principles to identify and plan improvements (process and technology) including identifying the current process, applying standard methodologies, and creating performance measurementsDirectly lead these initiatives with a customer-centric focus, and rapid experimentation / hypothesis testingBring a first-principles and beginner s mind approach, design thinking with a focus on outcomes that continuously improve our customer and engineer experiencesDrive collaboration across teams, regions and products to achieve a set of unified processes that meet set requirements and scale for growthBecome an expert on the latest trends in the market as pertaining to Proactive Support technologies, processes, and delivery models.
Build alignment and attain a Trusted Advisor status with key executives and collaborators across the company, and particularly in Product, Engineering, and ITEmbody the values of Trust, Customer Success, Innovation, and EqualityDesired Skills/
Experience:
Committed with strong organizational, analytical and problem solving skillsFlexibility, integrity and creative problem-solving skills are a prerequisite to be successful in this role.
Passion for delivering outstanding customer experience Ability to collaborate cross-functionally on a global scaleStrategic problem solver, with clear vision to drive world class change management.
Strong technical proficiency in support of learning Salesforce application and solutionsExperience writing documentation, knowledge articles and workflow diagramsDemonstrated ability to empower, influence and gain commitment at all levels of the organizationProven track record to lead sophisticated processes and drive continuous process improvement.
Diligent, motivated, self-starter with the ability to work independently Experience with Software-as-a-Service (SaaS) & Performance Monitoring preferredPMP, Certified Scrum Master and/or PRINCE2 certifications are a plusSalesforce product experience/ certifications are a plusCustomer Success Platform experience is a plusAccommodationsIf you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form.
Posting StatementAt Salesforce we believe that the business of business is to improve the state of our world.
Each of us has a responsibility to drive Equality in our communities and workplaces.
We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more.
Learn more about Equality at and explore our company benefits at.
Salesforce is an Equal Employment Opportunity and Affirmative Action Employer.
Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.
Salesforce does not accept unsolicited headhunter and agency resumes.
Salesforce will not pay any third-party agency or company that does not have a signed agreement with Salesforce.
Salesforce welcomes all.
Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.
For New York-based roles, the base salary hiring range for this position is $150,300 to $225,500.
For Colorado-based roles, the base salary hiring range for this position is $136,600 to $187,900.
For Washington-based roles, the base salary hiring range for this position is $136,600 to $187,900.
For California-based roles, the base salary hiring range for this position is $150,300 to $225,500.
For Hawaii-based roles, the base salary hiring range for this position is $136,600 to $187,900.
Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience.
Certain roles may be eligible for incentive compensation, equity, benefits.
More details about our company benefits can be found at the following link:
https:
//www.
salesforcebenefits.
com.
SummaryLocation:
Indiana - Indianapolis; Texas - Austin Metro - Remote; California - San Francisco Metro - Remote; New York - New York City Metro - Remote; Virginia - Remote; Illinois - Chicago Metro - Remote; US, RemoteType:
Full time.
Estimated Salary: $20 to $28 per hour based on qualifications.
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