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Global Operations Lead

hace 2 meses

Ciudad de México, Ciudad de México Salesforce, Inc. A tiempo completo
Job Title: Global Operations Lead

At Salesforce, we're seeking a highly skilled Global Operations Lead to join our Global Business Services team. As a key member of our organization, you will be responsible for leading operational performance and objectives within Sales and Marketing functions.

About the Role

The Global Business Service (GBS) team is responsible for Salesforce's Global Shared Services organization, including strategy, performance management, reporting, escalation management, data analytics, process/project management, systems, and policies servicing several business units.

Your Impact
  • Lead operational performance and objectives within Sales and Marketing functions.
  • 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.

At 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.

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 welcomes all.