Senior Manager, Business Process



Mexico · Mexico City, Mexico
Posted on Tuesday, June 4, 2024

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The Global Business Service (GBS) team is responsible for Salesforce's Global Shared Services organization including strategy, performance management, reporting, escalation management, data analytics, process/project management, systems and policies servicing several business units including but not limited to Sales, Marketing, Customer Success, Finance, Procurement, HR/ES, IT/BT, Legal and compliance.

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 handling a portfolio of ground-breaking projects/programs and a team of shared services employees globally. This role will partner with Operational Excellence, Project Management Office, and Business Intelligence to complete day to day operational results with quality and impactful business outcome. is a fast-paced environment, and we are looking for someone who can start fast to lead multiple responsibilities and projects while producing high-quality work.

Your impact:

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

Minimum Requirements:

  • Experience will be evaluated based on alignment to the core competencies for the role (e.g. extracurricular leadership roles, military experience, volunteer work, etc.)
  • 7+ years of professional Global Operations experience in Shared Services with a focus in Sales, Marketing, Professional Services, Customer Success and/or Renewals processes.
  • Excellent spoken and written communication and receptive listening skills, with the ability to present sophisticated ideas in a clear, concise fashion to technical and non-technical audiences.
  • Understanding of Salesforce application specific, how to build reports & dashboards.
  • Continuously expands technical knowledge in own and related fields and functional areas. Looks out for new techniques and procedures and applies them, when applicable, to problem solutions.
  • Understanding of business and system analysis, including root cause analysis and other process modeling and systems design methodologies.
  • Proficient in Google products (Gdoc, Sheet, Hangout, etc).
  • Analytical with excellent problem solving skills.
  • Be able to engage and inspire employees and project team members.
  • 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.
  • Feel comfortable working with virtual and global cross-functional teams.
  • Be able to organize with high attention to detail.
  • Be capable to multi-task and work with a sense of urgency in a complex, fast-paced environment.
  • Prior Shared Services/GBS experience, working for major outsourced providers or management consulting firms or handling outsourced relationships is preferred.

Preferred Requirements:

  • Understanding of one or more following functions/domains: Sales Planning, Territory Operations, Lead to Cash, Deal Lifecycle, Lead Generation/Qualification, Campaign management, Data Quality and Analytics, ACV/AOV analysis, Pricing, Deal Desk, Opportunity/Quote Management, Sales Renewals, Services, Pre/Post Sales support, Order Management.
  • Salesforce Admin Trained or Certified.
  • Project management skill or Six Sigma Certification.
  • Proven understanding of various automation tools and approach to automation.
  • Prior experience with implementing robotic process automation (RPA) technologies including Blue Prism and Automation Anywhere.


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