This job listing has expired and the position may no longer be open for hire.

Senior Program Manager- Support Business Operations at Salesforce.com in Hillsboro, Oregon

Posted in Other 10 days ago.

Type: Full Time





Job Description:

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 CATEGORY

Customer Success Group

JOB DETAILS

Putting the customer first is at the center of everything we do at Salesforce, and Salesforce Support delivers a trusted world-class customer experience.

The Business Operations Program Manager (PM) plays a vital role in the Support Strategy & Operations team in driving operational excellence and rigor in our support organization. The PM owns and leads all governance activity for Support to ensure that our business meets customer and partner needs at optimal efficiency.

This PM helps a) drive our strategic business planning activities, b) brings visibility to our operational and financial performance, and c) implements the accountability structures that improve the experience we provide to our customers. This requires a deep collaboration with our leadership, Finance, HR, and partner organizations across the company.

This role requires a highly-organized, outcome-focused individual committed to learning the Salesforce Support business, and is capable of engaging in both strategic decision-making and tactical execution to help drive various governance activities and initiatives to support organizational goals.

PRIMARY RESPONSIBILITIES:

*

Define and drive organizational governance processes with sustained execution (eg. planning, scorecard / initiative reviews and cadence) in partnership with leadership. Manage relevant governance artifacts and tracking mechanisms
*

Define and drive accountability structures to support key business processes and outcomes at the engineer and leadership levels
*

Partner with Finance to ensure an accurate and comprehensive view of Support financials
*

Partner with HR and Finance to lead quarterly and annual headcount budget review and planning for Support, with timely and relevant updates to leadership
*

Represent Support in annual and long range planning exercises and lead coordination of input sources across the org
*

Monitor operations throughout the organization, and identify opportunities to increase productivity and lower costs
*

Establish organization-wide idea forum and processes for Support division, collaborating with leadership and business partners on the right solution

REQUIRED SKILLS:

*

Highly organized, great attention to detail, follow-up and follow-through, prioritizing across multiple concurrent initiatives and shifting demands
*

Consultative approach, quick-thinking, solution-oriented, and ability to deliver with minimal direct supervision
*

Critical thinker, resourceful and proficient in risk and issue management
*

Excellent verbal and written communication, interpersonal skills, receptive listening and collaboration, with advanced ability to present complex scenarios clearly and concisely to all levels
*

Builds strong and trusted relationships with leadership, partners and stakeholders
*

Demonstration of leadership skills and effective management of stakeholder expectations
*

Accountable team player, working effectively in a fast-paced environment across geographies
*

Curious, proactive and works with a beginner s mindset for continuous improvements to the program and org-wide experience

EXPERIENCE & EDUCATION

*

8+ years Project / Program / Business Operations Management experience in innovative, high tech industry, with a proven ability to lead and deliver on strategic and tactical business objectives
*

5+ years consulting experience and / or experience successfully managing a complex enterprise s finances, operations, strategies.
*

Strong business and financial acumen and an understanding of the SaaS / CRM business model
*

Experience with / understanding of Salesforce offerings and products.
*

Experience with Salesforce platform preferred.
*

Bachelor s degree with 4+ years applicable experience.
*

Project Management certified
*

MBA preferred

ACCOMMODATIONS - If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form.

POSTING STATEMENT

At 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.com 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.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay any third-party agency or company that does not have a signed agreement with Salesfore.com or Salesforce.org.

Salesforce welcomes all.