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Global Operations Lead
hace 2 meses
We are seeking a highly skilled Global Operations Lead to join our Global Business Service (GBS) team at Salesforce. As a key member of our organization, you will be responsible for leading operational performance and objectives within Sales and Marketing functions, with potential expansion or rotation.
Key Responsibilities:
- 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 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 demonstrate 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.
About Salesforce:
Salesforce is the Customer Company, inspiring the future of business with AI + Data + CRM. We empower companies across every industry to blaze new trails and connect with customers in a whole new way. 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.
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