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.