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Operations
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Job Title: Operations Senior Manager
Location: Hyderabad
In today's world, customers expect a fast and easy support and self-service experience. We're digitally transforming to offer our 'always-connected' customers a smart, personalized and value-driven experience, providing them with the right information, at the right time and via the right channels.
Putting the customer first is at the center of our Global Customer Support strategy. This role is a key position for the delivery of process innovation and continuous improvement initiatives across global support.
Our Operations Senior Managers help design, build and roadmap our future on the Salesforce platform. They work with emerging generative AI capabilities, as well as existing predictive capabilities to deliver new products to our Support Engineers throughout the world. This person is part of the PSX Delivery Operations team, which is responsible for the management of our internal Support organization.
You will be working in a cross functional team that embraces technology on the forefront of the Salesforce platform.
Your Impact:
- Liaise with Salesforce Product teams to understand, design and implement new Salesforce pilot products.
- Work with the business to understand product gaps, deliver gaps to Product teams to ensure product improvements.
- Create roadmaps for long term vision and adoption of key Salesforce technologies.
- Ensure measurable outcomes can be set for new product implementations.
- 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.
- Facilitate process workshops, elicit requirements and drive process change using staff interviews, document analysis, requirements workshops, surveys, business process descriptions, business analysis and workflow analysis.
- Document processes and procedures using standard methodologies and tools.
- Managing process change and educating business users responsible for managing and operating business processes.
Minimum Requirements:
- Bachelor's degree with 7+ years applicable experience
- 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 organizational skills, attention to detail, and ability to work quickly and efficiently, prioritizing 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
- Ability to drive roadmaps and programs in a complex working environment, with many moving parts.
- Extensive Service Cloud implementation experience.
- Fluent spoken and written English, highly effective written and oral communication skills.
- Multiple Salesforce certifications.
- Some or all of the following technologies:
- LLM's, Prompt Engineering
- Service Cloud Experience - Omni Channel, Live Message, Entitlements, Milestones.
- Generative or Predictive Salesforce technologies.
- Process Build/Flow.
- Slack integration/development experience.
- Apex/LWC development.
- SQL / SOQL.
- Platform Events, Steaming API.
About Salesforce:
Salesforce is the global leader in customer relationship management (CRM) software. We pioneered the shift to cloud computing, and today we're delivering the next generation of social, mobile and cloud technologies that help companies revolutionise the way they sell, service, market and innovate-and become customer companies. We are the fastest growing of the top 10 enterprise software companies, the World's Most Innovative Company according to Forbes and one of Fortune's 100 Best Companies to Work For. Our "more human, less corporate" culture is built around doing work that matters, winning as a team and celebrating success Aloha-style. Ready to find your #dreamjob?
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