Business Process & Tools Manager



Hyderabad, Telangana, India
Posted on Thursday, June 20, 2024

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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.

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 Managers help design, build and roadmap our future on the Salesforce platform. They work with emerging generative AI capabilities, leveraging Data Cloud, as well as existing predictive capabilities to deliver new products to our Support Engineers throughout the world. This person is part of the Customer Support Experience 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:

  • Document and understand the Data Cloud implementation.

  • Work with other business units on Data Cloud strategy.

  • 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.

  • 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.

  • Managing process change and educating business users responsible for managing and operating business processes.


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