Salesforce.com, Inc Global Operations Manager - GBD in San Francisco, California
Job CategoryFinance and Operations
Job DetailsGlobal Operations Lead- GBD
Location: US - California - San Francisco (HQ)
Salesforce.com is the global leader in customer relationship management (CRM) software. We pioneered the shift to cloud computing, and today we’re delivering the next generation of social, mobile and cloud technologies that help companies revolutionize the way they sell, service, market and innovate–and become customer companies. We are the fastest growing of the top 10 enterprise software companies, the World’s Most Innovative Company according to Forbes and one of Fortune’s 100 Best Companies to Work For. Our more human, less corporate culture is built around doing work that matters, winning as a team and celebrating success Aloha-style. Ready to find your #dreamjob?
The Global Business Delivery (GBD) 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 Salesforce.com business units including but not limited to finance, sales and marketing. The Global Operations Lead in Global Business Delivery (GBD) team will have diverse responsibilities focusing on operations management, process improvement, transition management, technology and system implementations, as well as operational/executive reporting, SLA/KPI metrics, supporting key business and operational initiatives, among other critical activities. The role will report to the Sr. Global Operations Manager of Global Business Delivery (GBD) and will be managing a team of outsourced/shared services employees globally. Salesforce.com is a fast-paced environment and we are looking for someone who can hit the ground running to manage multiple responsibilities and projects while producing high-quality work.
Manage operational performance / objectives focused on existing Sales/Marketing and Finance Operations support with potential expansion to other functions
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
Help prepare operational/executive weekly/monthly/ad-hoc reports
Identify ans prioritize continuous improvement and "innovations" suggestions brought forward
Coordinate and communicate day-to-day Service delivery issues
Manage capacity, utilization, financial forecast and actuals
Participate in QBRs , weekly and monthly operation review to discuss functional health on a continuous basis
Work in partnership with Outsourced Provider(s) to maintain library of policy and process documents
Managed a team of global outsourced employees across Sales and Marketing Operations functions
Document, train and initiate changes to existing processes
Audit processes and reporting provided by the outsource provider to ensure compliance, and identify process and performance defects.
Conduct occasional site visits for several onshore/offshore locations
Advise the business on best practices and available tools to manage business processes and other strategic initiatives
Prepare presentations for the team and senior management highlighting performance in an easy-to-understand, executive-ready manner.
Bachelors' degree preferably in Finance or Business Administration
7+ years of professional Global Operations experience with focus on Sales and/or Marketing Operations processes
Understanding of Sales Operations functional disciplines: Territory Operations, Deal Desk, Sales Renewals, Pre/Post Sales support, Data Quality and Analytics, ACV/AOV analysis
Understanding of P2P and Payroll functional disciplines: Purchasing, Accounts Payable, Strategic Sourcing, Travel and Expense, Vendor Master
Understanding of Marketing Operations functional disciplines: Lead Generation/Qualification, Campaign management , Data Quality and Analytics, ACV/AOV analysis
Good knowledge of Shared Services Model
Proficient in Microsoft Excel & PowerPoint and Google products (Gdoc, sheet, hangout, etc)
Understanding of business and system analysis, including root cause analysis and other process modeling and systems design methodologies
Excellent written and verbal communication skills
Ability to multi-task and perform effectively in a fast-paced environment.
Able to think independently and consider cross-functional and downstream impacts.
Ability to travel internationally 15-25%
Flexible working schedule with late night/early morning support hours if needed
Good working knowledge of Salesforce products and services
Prior Shared Services/GBS experience, working for major outsourced providers or management consulting firms is preferred.
Experience in O2C (Order to Cash), R2R (Record to Report) is a plus
Advanced Knowledge of Business Systems including: Oracle R12, Coupa and other P2P platforms such as eProcurement, contract management, RFx tools, supplier relationship management (SRM), accounts payable, payment automation, Salesforce.com (certification a plus)
Prior experience managing outsourced relationship
Salesforce Admin Trained or Certified
Marketing Operations experience is a plus
MBA in finance or international business is preferred
Project management skills
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.
Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.
Salesforce, the Customer Success Platform and world's #1 CRM, empowers companies to connect with their customers in a whole new way. We are the fastest growing of the top 10 enterprise software companies, the World's Most Innovative Company according to Forbes, and one of Fortune's 100 Best Companies to Work For six years running. The growth, innovation, and Aloha spirit of Salesforce are driven by our incredible employees who thrive on delivering success for our customers while also finding time to give back through our 1/1/1 model, which leverages 1% of our time, equity, and product to improve communities around the world. Salesforce is a team sport, and we play to win. Join us!