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The Director of Operations for Shared Services is a strategic and operational leader responsible for optimizing the delivery of critical business processes across various functions (e.g., Finance, HR, IT, Procurement, Customer Service) within a centralized shared services model. This role drives operational excellence, continuous improvement, and scalable growth, ensuring high-quality, efficient, and cost-effective services that support the organization's strategic objectives. The Director will lead a team of managers and professionals, fostering a culture of accountability, collaboration, and customer focus.
Key Responsibilities:
Strategic Leadership & Planning:
- Develop and execute the operational strategy for shared services, aligning with overall business goals and objectives.
- Identify opportunities for service expansion, standardization, automation, and process re-engineering to enhance efficiency and effectiveness.
- Contribute to the overall strategic direction of the Shared Services organization.
- Stay abreast of industry best practices and emerging technologies in shared services and operational excellence.
- Operational Management & Performance:
- Oversee the day-to-day operations of all shared services functions, ensuring service level agreements (SLAs) and key performance indicators (KPIs) are met or exceeded.
- Implement and maintain robust operational processes, controls, and governance frameworks.
- Monitor and analyze operational performance data, identify trends, and implement corrective actions as needed.
- Drive a culture of continuous improvement, utilizing methodologies such as Lean, Six Sigma, and Agile to optimize processes and eliminate waste.
- Manage operational budgets, ensuring cost-effectiveness and resource optimization.
Process Improvement & Automation:
- Lead initiatives to identify, design, and implement process improvements and automation solutions (e.g., RPA, workflow automation) across all shared services functions.
- Collaborate with IT and other stakeholders to leverage technology for enhanced service delivery.
- Establish a framework for process documentation, review, and optimization.
Team Leadership & Development:
- Recruit, mentor, and develop a high-performing team of shared services professionals and managers.
- Foster a positive and engaging work environment that promotes teamwork, accountability, and professional growth.
- Conduct performance reviews, provide regular feedback, and develop individual development plans.
- Promote cross-functional collaboration and knowledge sharing within the shared services organization.
Stakeholder Management & Customer Experience:
- Build and maintain strong relationships with internal business partners and stakeholders, understanding their needs and ensuring shared services effectively support their objectives.
- Proactively address service issues and escalate critical matters as necessary.
- Develop and implement strategies to enhance the overall customer experience for shared services users.
- Communicate operational performance, challenges, and successes to senior leadership and stakeholders.
Risk Management & Compliance:
- Ensure compliance with all relevant internal policies, external regulations, and industry standards.
- Identify and mitigate operational risks within shared services processes.
- Oversee the implementation and adherence to internal controls.
Qualifications:
Education: Bachelor's degree or equivalent experience in Business Administration, Operations Management, Finance, Human Resources, or a related field. Master's degree (MBA) preferred.
Experience:
- 10+ years of progressive experience in operations management, with at least 5 years in a leadership role within a shared services or centralized operational environment.
- Proven track record of successfully leading and optimizing large-scale operational teams and processes.
- Extensive experience with process improvement methodologies (e.g., Lean, Six Sigma, Agile) and their practical application.
- Demonstrated experience in implementing and leveraging technology for operational efficiency (e.g., ERP systems, RPA, workflow automation).
- Experience managing P&L or departmental budgets preferred.
Skills:
- Strong strategic thinking and problem-solving abilities.
- Exceptional leadership, coaching, and team-building skills.
- Ability to influence and collaborate effectively with stakeholders at all levels of the organization.
- Data-driven decision-making capabilities and a strong analytical mindset.
- Proficiency in project management methodologies.
- Change management expertise.
- Adaptability and resilience in a fast-paced, evolving environment.
Preferred Certifications:
- Lean Six Sigma Black Belt or Green Belt
- PMP (Project Management Professional)
- ITIL (Information Technology Infrastructure Library)
Work Environment:
- Hybrid work environment, work from the Dallas, Indianapolis or Atlanta office 3 days a week.
- May require occasional travel to other company locations or industry events.
- Ability to work flexible hours as needed to meet business demands.
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Posting Statement
Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that's inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications - without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.
In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. Salesforce offers a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. More details about company benefits can be found at the following link: https://www.salesforcebenefits.com.