Salesforce
Location
Hyderabad | India
Job description
Operations Manager, Product Success Resolution Automation - Salesforce
We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. 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.
Overview of the role:
The Support Strategy & Operations organization is responsible for planning, designing, and developing cutting-edge infrastructure essential for the efficient operation of Salesforce support functions. This Operations Manager position is within the Product Success - Resolution Experience team, a part of Strategy & Operations, dedicated to addressing technical and operational requirements for timely and effective resolution of customer cases. The role involves crafting efficient processes, creating comprehensive playbooks, and implementing automation to enhance productivity and streamline operations. This position is pivotal in driving process innovation and continuous improvement initiatives across global support operations.
Role responsibilities
Design and document new Product Success processes on the Salesforce platform.
Analyze and improve business processes to improve overall workflow efficiencies and effectiveness.
Apply process improvement and reengineering methodologies and principles to identify and plan improvements (process and technology) including identifying the current process, applying best practices, and creating performance measurements.
Work with Cloud Technical Leads and Engineering teams to improve the interfacing processes to reduce the resolution time for customer issues.
Ensure the team develops and leverages resources, tools, and technology necessary to optimize technical solutions for customers
Determine how to meet growing scale requirements while ensuring reliability within the platform
Meet with Business Partners to understand and capture their business context and requirements for optimizing their daily operations.
Identify areas for proactive support automation that can drive improvements, efficiency and increased productivity across the Technical Engineer group
Strong change management skills are critical to implement various new technologies.
Required Skills/Experience:
Excellent communication and presentation skills.
Comfortable documenting and designing applications on the Salesforce platform.
Experience running design workshops to extract requirements from business stakeholders.
Must be able to see the big picture, understand project objectives and be able to apply their understanding of how processes should work to operational improvement initiatives.
Strong organisational skills, attention to detail, and ability to work quickly and efficiently, prioritising a varied workload with multiple stakeholders and shifting demands.
Demonstrate strong problem solving skills, process-driven mindset, resourcefulness and ability to meet responsibilities with minimal direct supervision.
Experience with Salesforce.com platform and deep understanding of Salesforce multitenant architecture
7-10 years of prior experience using Salesforce or similar technologies and/or 3+ years with development experience or experience with strategy & operations roles
Demonstrated problem solving and troubleshooting expertise
Ability to multi-task and perform effectively in critical situations
Knowledge of Internet development technologies (HTML, XML, API, SQL etc.) is required
Understanding of database concepts and data management (RDBMS) and SQL understanding of Object-Oriented design and core programming concepts
Experience collaborating with project teams using source control solutions (such as Git, Subversion, Mercurial, CVS, Perforce, etc.)
Understanding of integration technologies: Computer Telephony Integration, Data Cleanse/De-Duplication; Data Replication, Transactional data to and from Salesforce objects
Must be technically literate and be able to articulate technical issues in a meaningful way to both engineers and executive level management.
Software Design Lifecycle
Preferred qualifications:
Salesforce Certifications: Advanced Admin, App Builder, Platform Developer
Flow/Apex Knowledge
Experience with Software-as-a-Service (SaaS)
Lightning Development skills is a plus
Hands on skill to design flowcharts
Continuous improvement mindset, solution driven. Lean/Six Sigma Black Belt Certification a plus
Bachelor’s degree in related area; Advanced Degree
Project Management/PMP Certified
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