# Business Operations Specialist

**Company**: Salesforce
**Location**: Remote, California
**Work arrangement**: remote
**Experience**: senior
**Job type**: full-time
**Salary**: $75,000 - $113,500 annually
**Category**: Operations
**Industry**: Technology

**Apply**: https://salesforce.wd12.myworkdayjobs.com/en-US/External_Career_Site/job/California---Remote/Business-Operations-Analyst_JR365816?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/job/business-operations-specialist-e48f5009-dbe/

## Description

Salesforce is seeking a dedicated Business Operations Specialist to manage escalated operational support for its Independent Software Vendor (ISV) partners. The successful candidate will be a pivotal part of the company's newly relaunched escalated support efforts for its ecosystem of 7,500+ ISV partners.

**Core Responsibilities & Scope** The Business Operations Specialist will provide timely and reactive support to address partner escalations within Salesforce's ISV ecosystem, ensuring critical issues are resolved quickly and effectively. Key responsibilities include:

- Reactive Ecosystem Support: Provide timely, reactive support to address partner escalations within Salesforce's ISV ecosystem, ensuring critical issues are resolved quickly and effectively.

- Case Routing & Coordination: Manage the case routing, prioritization, and escalations process for ISV support cases, ensuring timely resolution within Salesforce's Partner Agreement SLAs.

- Operational Support & Communication: Deliver timely and clear communication to ISV partners on escalated case status, next steps, and resolution timelines.

- Escalation & Resolution Management: Serve as the primary point of contact for high-complexity or high-risk ISV partner escalations, coordinating efforts with Partner Account Managers and other internal Salesforce teams.

- Cross-Team Collaboration & Solution Seeking: Partner closely with internal teams, including Product, Technical Advisors, Legal, and Support, to align on escalated cases and develop holistic, scalable solutions for ISV partners.

- Process Optimization: Identify opportunities for process improvements within Salesforce's scale operations to streamline escalated support and improve partner satisfaction.

- Reporting & Documentation: Maintain accurate records of partner interactions, case details, and resolution steps; generate regular reports to analyze escalation trends and solution effectiveness.

**Minimum Requirements** The successful candidate will have:

- 3+ years in customer service, partner operations, or escalated support functions, preferably within a Salesforce or ISV support environment.

- Demonstrated ability to analyze, creatively problem-solve, and resolve complex partner escalations.

- Strong verbal and written communication skills, with an ability to convey technical and operational information clearly to ISV partners.

- Proven ability to collaborate across departments and work closely with Partner Account Managers to support ISV partners effectively.

- Ability to thrive in a fast-paced environment and adapt to changing partner needs and business requirements.

- Familiarity with Salesforce's platform and ISV ecosystem is preferred, as well as an understanding of order and billing support and compliance requirements.

**Benefits** Salesforce offers a variety of benefits to help employees live well, including time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program.

**Salary** The typical base salary range for this position is $75,000 - $113,500 annually.

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## Skills

### Required
- customer service
- partner operations
- escalated support
- problem-solving
- communication
- collaboration

### Nice to have
- Salesforce CRM
- case management tools
- ISV ecosystem

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Source: [Apply at salesforce.wd12.myworkdayjobs.com](https://salesforce.wd12.myworkdayjobs.com/en-US/External_Career_Site/job/California---Remote/Business-Operations-Analyst_JR365816?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)