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Senior Manager, Business Process Optimization

hace 2 meses

Ciudad de México, Ciudad de México Salesforce, Inc. A tiempo completo
About the Role

We are seeking a highly skilled and experienced Global Operations Lead to join our Shared Services team at Salesforce, Inc. This is a unique opportunity to lead operational performance and objectives specifically focused within Sales and Marketing functions, with potential expansion or rotation.

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 BI 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 review 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 several 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.
  • Understanding of Salesforce application-specific, how to build reports & dashboards.
  • 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.
  • Be able to engage and inspire employees and project team members.
  • Capable to analyze information, make connections, and demonstrates deep-level thinking to work with all levels of management to learn quickly in a dynamic environment.
  • Feel comfortable working with virtual and global cross-functional teams.
  • Be able to organize with high attention to detail.
  • Be capable to multi-task and work 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.
  • Project management skill or Six Sigma Certification.
  • Proven understanding of various automation tools and approach to automation.
  • Prior experience with implementing robotic process automation (RPA) technologies including Blue Prism and Automation Anywhere.