Senior Manager, Business Process Optimization

hace 1 semana

Xico, México Salesforce A tiempo completo

**About Salesforce**

We're a leading technology company, empowering businesses to connect with customers in a whole new way. Our core values drive us to innovate and improve the state of the world. If you believe in business as a platform for change and in companies doing well and doing good, you've come to the right place.

**Job Summary**

We're seeking a highly skilled Global Operations Lead to join our team. As a key member of our Global Business Services (GBS) organization, you'll be responsible for leading operational performance and objectives within Sales and Marketing functions. Your expertise will drive process innovation, automation, and continuous improvement, ensuring seamless execution of SLAs, customer satisfaction, and metrics for supported processes.

**Key Responsibilities**

• Lead operational performance and objectives within Sales and Marketing functions, with potential expansion or rotation.

• Act as the day-to-day escalation point for all supported business units.

• Own and ensure execution of SLAs, customer satisfaction, and metrics for supported processes.

• Partner with GBS Business Intelligence to prepare operational/executive weekly/monthly/quarterly/ad-hoc reports.

• Identify and prioritize continuous improvement and innovation suggestions.

• Coordinate and communicate day-to-day service delivery issues.

• Run capacity, utilization, financial forecast vs. actuals.

• Lead and deliver executive-level QBRs, weekly/monthly operational reviews to discuss functional health on a continuous basis.

• Work in partnership with enablement teams to maintain a library of policy and process documents.

• Develop a team of Global Shared Services employees across all supported functions.

• Maintain dashboards and reports for real-time operational metrics and supervise day-to-day operations.

• Partner with business collaborators to build and craft new processes or improvements.

• Document, train, and initiate changes to existing processes.

• Audit processes and reporting to ensure compliance and identify process and performance defects.

• Conduct occasional site visits for onshore/offshore locations when travel is permitted.

• Advise the business on standard methodologies and available tools to manage business processes and other critical initiatives.

• Prepare presentations for the team and senior management highlighting performance in an easy-to-understand, executive-ready manner.

**Requirements**

• 7+ years of professional Global Operations experience in Shared Services with a focus in Sales, Marketing, Professional Services, Customer Success, and/or Renewals processes.

• Excellent spoken and written communication and receptive listening skills, with the ability to present sophisticated ideas in a clear, concise fashion to technical and non-technical audiences.

• Continuously expands technical knowledge in own and related fields and functional areas. Looks out for new techniques and procedures and applies them, when applicable, to problem solutions.

• Understanding of business and system analysis, including root cause analysis and other process modeling and systems design methodologies.

• Proficient in Google products (Gdoc, Sheet, Hangout, etc.).

• Analytical with excellent problem-solving skills.

• Able to engage and inspire employees and project team members.

• Capable of analyzing information, making connections, and demonstrating deep-level thinking to work with all levels of management to learn quickly in a dynamic environment.

• Comfortable working with virtual and global cross-functional teams.

• Able to organize with high attention to detail.

• Capable of multi-tasking and working with a sense of urgency in a complex, fast-paced environment. Prior Shared Services/GBS experience, working for major outsourced providers or management consulting firms, or handling outsourced relationships is preferred.

**Preferred Requirements**

• Understanding of one or more following functions/domains: Sales Planning, Territory Operations, Lead to Cash, Deal Lifecycle, Lead Generation/Qualification, Campaign management, Data Quality and Analytics, ACV/AOV analysis, Pricing, Deal Desk, Opportunity/Quote Management, Sales Renewals, Services, Pre/Post Sales support, Order Management.

• Salesforce Admin Trained or Certified.

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