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About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

Description

The Problem and Root Cause Analysis Lead is responsible for defining and executing the vision, strategy, and roadmap for shared services problem management, aligning with overall business goals. This role is responsible for establishing, operating, and continuously improving enterprise frameworks for incident and problem management. The position leads deep-dive root cause analyses for high-impact and recurring issues, ensuring sustainable corrective actions are implemented to prevent recurrence. In addition, the role proactively identifies service vulnerabilities and systemic risks, driving preventative improvements that enhance service reliability, resilience, and customer experience.

Key Responsibilities

• Establish, implement, and continuously improve standardized frameworks for incident, problem, and root cause management

• Lead and facilitate deep-dive RCAs for major incidents and recurring issues, ensuring objective, data-driven outcomes

• Analyze trends and patterns across incidents and service data to proactively identify vulnerabilities and emerging risks

• Produce executive-level insights and recommendations on problem trends, risks, and service improvement opportunities

• Drive post-incident reviews, lessons learned, and follow-up actions to completion

• Define governance, metrics, and reporting to measure the effectiveness of problem management, RCA quality, and prevention efforts

Qualifications

• 10+ years of experience in Shared Services, Business Operations, or a related function within a high-growth enterprise technology environment

• Expertise in risk assessment, root cause analysis, and trend analysis, with the ability to translate findings into actionable solutions.

• Proven experience collaborating with cross-functional teams and managing stakeholders at all levels to implement solutions that enhance service delivery and improve customer experience

• Excellent communication skills, with the ability to present complex risks and solutions to leadership and stakeholders.

• Project management experience preferred

Unleash Your Potential

When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.

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Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.