# Agentic People Service Lead, Employee Success Operations - APAC

**Company**: Salesforce
**Location**: Hyderabad
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Category**: Human Resources
**Industry**: Technology

**Apply**: https://salesforce.wd12.myworkdayjobs.com/en-US/External_Career_Site/job/India---Hyderabad/Agentic-People-Service-Lead--Employee-Success-Operations---APAC--Individual-Contributor-_JR364835?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_4545b2a5-f8f

## Description

Salesforce is seeking an Agentic People Service Lead, Employee Success Operations - APAC to join their team in Hyderabad. The successful candidate will sit at the strategic intersection of Tier 2 operational execution and regional project management, leading critical regional initiatives, incident responses, and compliance communications.

Responsibilities:

- Oversee daily case and inquiry handling for APAC region, covering queue health, SLAs, escalations, and quality.

- Mentor and guide People Specialists on complex cases, share best practices, and help maintain case quality.

- Partner with the Manager to run team rhythms and act as delegate when the Manager is out of office.

- Identify trends in cases and recommend knowledge-article, process, or tooling improvements.

- Act as the first point of escalation for complex T2 cases, make decisions within defined policy, and escalate high-risk or precedent-setting matters to the Manager.

- Provide regular coaching and feedback to People Specialists, and review case quality against SLA and CSAT targets.

- Use AI agents and automation to deflect routine inquiries, and feed case trends back into agent and knowledge improvements.

- Plan and deliver ES initiatives end-to-end: scope, timelines, risks, stakeholder updates, and post-launch reviews.

- Manage the APAC project pipeline and prioritization, and report status to ES leadership.

- Drive process standardization and operational readiness for new programs and policy changes.

- Act as the subject-matter reference for process and project questions within the team.

- Own delivery of assigned APAC initiatives against agreed milestones, and report progress, risks, and outcomes to ES leadership.

- Support ASEAN ES compliance, including data privacy requirements, record-keeping, and policy attestations.

Requirements:

- 8+ years in HR operations, shared services, or People Operations, including leading projects or mentoring peers with/without formal authority.

- Prior experience with Workday, Peopleforce, Google Workspace, and any similar HRIS is highly desirable.

- Working knowledge of APAC employment practices, HR generalist, and business operations, and HR compliance.

- AI-First and human/agent collaboration experience and mindset.

- Proven project management skills.

- Sound judgment in applying HR policy to varied situations across APAC.

- Strong problem-solving skills with data analysis and reporting; scripting (Google Apps Script, Python) is a plus.

- Excellent communication skills.

- Proven ability to influence and align stakeholders across regions.

- Ability to work in a diverse work environment with ambiguity and multiple priorities.

- Ability to handle confidential matters with discretion and manage multiple priorities independently.

Benefits: Salesforce offers various benefits and resources to support employees in finding balance and being their best selves.

## Skills

### Required
- HR operations
- Project management
- HR compliance
- APAC employment practices
- AI-First mindset
- Human/agent collaboration
- Workday
- Peopleforce
- Google Workspace
- Scripting
- Data analysis
- Reporting
- Communication
- Stakeholder management

### Nice to have
- Salesforce Service Cloud
- Slack
- Reporting or analytics tools
- ASEAN employment and data privacy regulations
- Certification in project management
- Certification in process improvement

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Source: [Apply at salesforce.wd12.myworkdayjobs.com](https://salesforce.wd12.myworkdayjobs.com/en-US/External_Career_Site/job/India---Hyderabad/Agentic-People-Service-Lead--Employee-Success-Operations---APAC--Individual-Contributor-_JR364835?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)