Global Operations Lead

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.Job CategoryFinance and OperationsJob DetailsWe’re Salesforce, the #1 Customer Company. If you believe in bringing companies and customers together, in business as the greatest platform for change, in creating a more equitable and sustainable future for all – well, you’re in the right place. Through our #1 CRM, Customer 360, we help companies blaze new trails and connect with their customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and growth, charting new paths, and improving the state of the world.Team Description:The Global Business Services & Transformation (GBS) organization is responsible for an array of transformational services including Process Excellence, Knowledge Management, Intelligent Automation, Change and Communications Management, Program and Transition Management, Business Intelligence, Quality Management and Operations Management and the Global Shared Services division. GBS supports a large number of business units across Salesforce based out of several global locations and time zones.Role Description:As a Global Operations Lead you’ll be working within the Global Business Services (GBS) & Transformation organization and is a key role within our Global Shared Services (GSS) team.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 Salesforce.com business units including but not limited to Sales, Marketing, Customer Success, Finance, Procurement, HR/ES, IT/BT, Legal and  compliance. The Global Operations Lead will have diverse responsibilities focusing on: operations management, process innovation and automation, transition management, technology and system implementations, and operational/executive reporting, SLA/KPI metrics, supporting key business and operational initiatives, among others.The role will report to the Head of Go-To-Market Delivery within GBS and will be managing a portfolio of transformational projects/programs and a team of shared services employees globally. This role will partner with Operational Excellence, Project Management Office, and Business Intelligence to execute day to day operational deliverables with quality and impactful business outcome.Salesforce.com is a fast-paced environment and we are looking for someone who can hit the ground running to manage multiple responsibilities and projects while producing high-quality work. Your impact: You’ll manage operational performance/objectives specifically focused within Sales and Marketing functions with potential expansion or rotation.Act as 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 "innovations" suggestions. Coordinate and communicate day-to-day service delivery issues.Manage capacity, utilization, financial forecast vs. actuals.Lead & 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.Manage a team of Global Shared Services employees across all the supported functions.Maintain dashboards and reports for real time operational metrics and monitor day to day operations.Partner with business stakeholders to build and design 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 best practices and available tools to manage business processes and other strategic initiatives.Prepare presentations for the team and senior management highlighting performance in an easy-to-understand, executive-ready manner.Minimum Requirements: Experience will be evaluated based on alignment to the core competencies for the role (e.g. extracurricular leadership roles, military experience, volunteer work, etc.)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 complex ideas in a clear, concise fashion to technical and non-technical audiences.Understanding of Salesforce application specific, how to create reports & dashboards.Continuously expands technical knowledge in own and related disciplines and functional areas. Keeps abreast of 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 dynamic, fast-paced environment.Prior Shared Services/GBS experience, working for major outsourced providers or management consulting firms or managing outsourced relationships is preferred.Flexible working schedule with late night/early morning support hours if neededAbility to travel internationally 15-25%  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.Solid understanding of various automation tools and approach to automation.Prior experience with implementing robotic process automation (RPA) technologies including Blue Prism and Automation Anywhere.Perks:Medical Plan for the family groupLong Term Savings PlanAdditional Life Insurance CoverageMonthly Meal and Grocery AllowanceMonthly Wellness ReimbursementAnnual Education ReimbursementEmployee Stock Purchase PlanUnlimited Vacation DaysExtended Parental LeaveFertility and Adoption SupportEmployee Assistance ProgramEmployee Discount ProgramReferral ProgramAnd more!AccommodationsIf you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form.Posting StatementAt 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. Learn more about Equality at Salesforce and explore our benefits.Salesforce, Inc. and Salesforce.org are Equal Employment Opportunity and Affirmative Action Employers. 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, Inc. and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce, Inc. and Salesforce.org will not pay any third-party agency or company that does not have a signed agreement with Salesforce, Inc. or Salesforce.org.Salesforce welcomes all.