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Senior Manager, Business Process Optimization

hace 2 meses

Xico, México Salesforce, Inc. A tiempo completo

**Job Summary**

The Global Business Service (GBS) team at Salesforce, Inc. is responsible for delivering strategic, operational, and analytical support to various business units, including Sales, Marketing, Customer Success, Finance, Procurement, HR/ES, IT/BT, Legal, and Compliance. We are seeking a highly skilled and experienced **Global Operations Lead** to join our team.

**Key Responsibilities**

  • Lead operational performance and objectives specifically focused 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 Service Level Agreements (SLAs), customer satisfaction, and metrics for supported processes.
  • Partner with the Business Intelligence team to prepare operational and executive weekly, monthly, quarterly, and 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 Quarterly Business Reviews (QBRs) and 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 and 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**

  • Proven experience in a similar role, with a strong background in operations management, process innovation, and automation.
  • Excellent leadership and communication skills, with the ability to partner with cross-functional teams.
  • Strong analytical and problem-solving skills, with the ability to identify and prioritize continuous improvement opportunities.
  • Experience with business intelligence tools and data analytics.
  • Ability to travel occasionally for site visits.