COMPLETE Operations Manager

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Job Category

Operations

 

Job Details

About Salesforce

We’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.

Operations Manager, Product Success Resolution Experience - Salesforce

 

We’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.

Overview of the role:

Support Strategy & Operations organization does planning ,design and development of the state-of-the-art infrastructure needed to effectively run the Salesforce support function. This is an Operations Manager position in the Product Success Resolution Experience team within Strategy & Operations. This team takes care of the technical and operational needs to provide the timely & effective resolution of customer cases. This is achieved by provisioning right permissions for internal tools to support engineers, fine-tuning existing processes, envisioning and developing new processes, developing automation of repetitive tasks etc. This role is a key position for the delivery of process innovation and continuous improvement initiatives across global support. 

 

Role responsibilities

• Design and document new Product Success processes on the Salesforce platform.

• Analyze and improve business processes to improve overall workflow efficiencies and effectiveness.

• Facilitate process workshops that involve eliciting process requirements and liaising with users.

• Ability to document high level technical requirements, such as high level architecture flow, including validating data and process flow, and identifying possible points of friction/collision.

• Apply process improvement and reengineering methodologies and principles to identify and plan improvements (process and technology) including identifying the current process, applying best practices, and creating performance measurements.

• Work with Cloud Technical Leads and Engineering teams to improve the interfacing processes to reduce the resolution time for customer issues. 

• Document incremental process changes and smaller feature enhancements through stakeholders interviews, document analysis, requirements workshops, surveys, business process descriptions, business analysis and workflow analysis.

• Document processes and procedures using standard methodologies and tools.

• Facilitate User Acceptance Testing (UAT) by writing test scenarios, communicating with testers, and serving as a conduit between the business and IT.

• Collaborate with multiple internal teams including Engineering to drive the implementation of more complex systems enhancements.

• Provide recommendations and alternative approaches for achieving design objectives

• Lead data governance team and ongoing continuous data maintenance, clean-up, etc.

• Improve training and operational procedures to increase productivity

 

Required Skills/Experience:

• Good communication and presentation skills. 

• Comfortable documenting and designing applications on the Salesforce platform.

• Experience running design workshops to extract requirements from business stakeholders.

• Must be able to see the big picture, understand project objectives and be able to apply their understanding of how processes should work to operational improvement initiatives.

• Strong organizational skills, attention to detail, and ability to work quickly and efficiently, prioritizing a varied workload with multiple stakeholders and shifting demands.

• Demonstrate strong problem solving skills, process-driven mindset, resourcefulness and ability to meet responsibilities with minimal direct supervision.

• Experience with Salesforce.com platform and deep understanding of Salesforce multitenant architecture

• 7-10 years of prior experience using Salesforce or similar technologies and/or 3+ years with development experience or experience with strategy & operations roles 

• Demonstrated problem solving and troubleshooting expertise

• Comfortable interacting with all levels of customer and SFDC management

• Ability to multi-task and perform effectively in critical situations

• In-depth understanding of Internet technologies: firewalls, web servers, web proxy servers, etc.

• Understanding of database concepts and data management (RDBMS) and SQL understanding of Object-Oriented design and core programming concepts

• Familiarity with coding in any programming language 

• Knowledge of XML, preferably experience using server-to-server web services (SOAP / REST)

• Good understanding of front-end web tier (JavaScript, AJAX, HTML, DHTML, CSS, and cross-browser development) and back end (Java, .Net, SQL) software development

• Understanding of integration technologies: Computer Telephony Integration, Data Cleanse/De-Duplication; Data Replication, Transactional data to and from Salesforce objects

 

Preferred qualifications:

• Salesforce Certifications- Advanced Admin, App Builder, Platform Developer

• VisualForce/Apex Knowledge

• CRM domain knowledge

• Previous experience with Salesforce.com CRM and its technologies

• Lightning Development skills is a plus

• Hands on skill to design flowcharts 

• Continuous improvement mindset, solution driven. Lean/Six Sigma Black Belt Certification a plus

• Bachelor’s degree in related area; Advanced Degree 

• Project Management/PMP Certified 

 

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