at Salesforce in Chicago, Illinois, United States
Job Description
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Job CategoryOperations
Job Details
About Salesforce
We're Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too - driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good - you've come to the right place.
Risk Management - Risk Operations Manager - Sev1 - Mar'24
The Risk Operations Manager - Sev1, is a part of the Risk Management team within the Critical Incidents Center, which quarterbacks key escalation management pathways within the Customer Success function at Salesforce. In this role, the Risk Operations Manager - Sev1, will support and transform the processes and tools associated with our Sev1 process. The candidate will work with Engineering, Support and Customer Success teams to identify new and evolving business needs and process gaps with respect to our Sev1 processes. Further, this individual will be responsible to partner across teams in Salesforce to develop, implement and track innovations in the Sev1 process with any associated tools and reporting. Finally, this individual will also partner with the Sev1 team to understand root causes of escalations and generate insights as neededKey Accountabilities:
Design, plan, execute and drive process improvement projects on all aspects of the current Sev1 process, from issue identification through resolution.
Develop processes and tools to continuously identify and assess Sev1 process gaps.
Facilitate process retrospectives using problem management principles, align on and capture findings, build requirements and to funnel into process improvement workstreams
Develop project plans for more complex process improvement initiatives. Track accountabilities on initiatives to address process gaps across Salesforce teams
Communicate project and tool status, accomplishments and roadblocks to senior Customer Success and Technology and Product Leadership and broader teams
Find and evaluate new tools to improve automated tracking of processes and bring recommendations to the teamBasic Requirements:
Minimum 6-7 years of management consulting and/or business operations experience, with a focus on process automation and/or continuous process improvement
Advanced capabilities in critical and analytical thinking, structured problem solving, collaboration, and business acumen
Hands-on experience with structured Business Process Improvement methodologies (e.g. DMAIC)
Extensive experience planning and deploying both business and IT initiatives
Minimum 3-4 years' experience working in High tech industries. Experience in Enterprise Software, Cloud Computing and related industries preferred.
Strong communication skills, both written and verbal
Ability to effectively develop and present materials that are appropriate for the audience, and present to executive level stakeholders
Strong collaborative skills to work across teams and foster an environment conducive to innovation
Essential characteristics:
Driven individual with a strong sense of ownership and the ability to deliver on commitments.
Self starter, who can structure problems and ask the right questions to drive results
A solution-oriented mindset: Continuously moves towards the end goal and has a creative approach to resolve obstacles
Takes personal accountability and expects it in others. Manages time and bandwidth to work efficiently in a demanding environment.
Moves quickly and adapts to changing business constraints.
Ability to work to tight deadlines with demanding senior business leaders
The courage and confidence to challenge the status quo. Comfortable sharing their own ideas and listening to different points of view from others.
Develops and shares subject matter expertise,... For full info follow application link.
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. Headhunters and recruitment agencies may not submit resumes/CVs through this Web site or directly to managers. Salesforce.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay fees to any third-party agency or company that does not have a signed agreement with Salesforce.com or Salesforce.org.
