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Global Operations Lead

hace 1 mes

Buenos Aires, Buenos Aires C.F., Argentina IBM A tiempo completo

Job Category: Finance and Operations

Job Details: We'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 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.

Your impact:

  1. You'll manage operational performance/objectives specifically focused within Sales and Marketing functions with potential expansion or rotation.
  2. Act as day-to-day escalation point for all supported business units.
  3. Own and ensure execution of SLAs, customer satisfaction and metrics for supported processes.
  4. Partner with GBS BI to prepare operational/executive weekly/monthly/quarterly/ad-hoc reports.
  5. Identify and prioritize continuous improvement and "innovations" suggestions.
  6. Coordinate and communicate day-to-day service delivery issues.
  7. Manage capacity, utilization, financial forecast vs. actuals.
  8. Lead & deliver executive level QBRs, weekly/monthly operational review to discuss functional health on a continuous basis.
  9. Work in partnership with enablement teams to maintain a library of policy and process documents.
  10. Manage a team of Global Shared Services employees across all the supported functions.
  11. Maintain dashboards and reports for real time operational metrics and monitor day to day operations.
  12. Partner with business stakeholders to build and design new processes or improvements.
  13. Document, train and initiate changes to existing processes.
  14. Audit processes and reporting to ensure compliance, and identify process and performance defects.
  15. Conduct occasional site visits for several onshore/offshore locations when travel is permitted.
  16. Advise the business on best practices and available tools to manage business processes and other strategic initiatives.
  17. Prepare presentations for the team and senior management highlighting performance in an easy-to-understand, executive-ready manner.

Minimum Requirements:

  1. Experience will be evaluated based on alignment to the core competencies for the role (e.g. extracurricular leadership roles, military experience, volunteer work, etc.)
  2. 7+ years of professional Global Operations experience in Shared Services with a focus in Sales, Marketing, Professional Services, Customer Success and/or Renewals processes.
  3. 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.
  4. 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.
  5. Understanding of business and system analysis, including root cause analysis and other process modeling and systems design methodologies.
  6. Proficient in Google products (Gdoc, Sheet, Hangout, etc).
  7. Analytical with excellent problem solving skills.
  8. Be able to engage and inspire employees and project team members.
  9. 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.
  10. Feel comfortable working with virtual and global cross-functional teams.
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