Description
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