Business Operations Manager

Join Salesforce as a Business Operations Manager, leading organisational strategy for operational excellence in Customer Success Operations. You'll oversee multiple programs/projects, develop operational strategy, and drive transformation. Responsibilities include:

• Program/Project Management: Develop operational strategy and oversee execution of multiple programs/projects
• Cross-Project and Team Coordination: Understand and align direction across multiple projects/members
• Change Management: Partner with stakeholders including leadership, drive transformation, and roll out new ways of working to delivery teams
• Process Improvement and Operational Efficiency: Identify improvement opportunities and plan/execute optimization strategies
• Performance Monitoring and Analysis: Track and evaluate KPIs, build analytical models/dashboards for leadership, and provide recommendations for decision-making
• Cross-Functional Collaboration: Coordinate across departments, ensure alignment, and build cross-departmental consensus

Requirements:

• Strong Leadership and Ownership: Able to lead multiple members and projects, proactively engage with areas and initiatives
• Management Experience: 5+ years of experience in project or program management
• Understanding of Technical Support Operations: Practical knowledge of operations/business processes and experience leading improvements
• System Issue/Incident Handling: Able to triage and investigate system outages/defects, escalate to and coordinate with Global teams
• Excellent Communication Skills: Experience collaborating with diverse stakeholders including leadership, and working with global team members
• Language Skills: Native-level Japanese, business-level English
• Strategic Thinking and Problem-Solving: Able to develop and implement operational strategy at the organisational level and respond to challenges
• Data Analysis and Reporting Skills: Able to analyse operational data, identify trends, and create analytical models/dashboards/reports for leadership

Nice to have:

• Experience managing Salesforce implementation or related DX projects
• Experience supporting Customer Success based on Salesforce products, or technical support experience
• Experience improving/managing technical support (L3+) operations
• Experience with incident management, RCA (root cause analysis), and recurrence-prevention planning
• Experience applying AI to operations improvement
• Project management/change management certification
• Chinese or Korean language ability