Salesforce.com, Inc Vice President, Business Operations, Global Support in New York, New York
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Customer Success Group
Salesforce Global Support is part of the Customer Success Group (“CSG”) and is a key pillar in delivering success to over 150,000 customers globally. We pride ourselves on a strong customer-centric culture, delivering a trusted world-class customer experience and offering the right level of engagement and expertise to customers on our Success Plans. As Salesforce innovation grows and customers are digitally transforming, we create easy and expert experiences for customers across every channel they engage us on to ensure their success.
The Vice President of Business Operations is responsible for managing key central functions that help our global support organization deliver optimally to our Success Plans. This includes managing our strategic planning and capacity management function, a central pillar in how we ensure our business is funded and staffed to meet increasing customer needs. The role also includes managing our readiness functions across new product and new service introductions that require new capabilities or capacity in support, as well as our M&A integration capabilities.
The ideal candidate is a seasoned executive with a proven track record of managing operational functions in customer support. They have direct experience in capacity management, workforce management, financial planning (incl. P&L oversight), and readiness program management functions. The successful candidate will have the ability to be highly strategic while also leading and expanding our foundational operational capabilities. The individual will have a high sense of urgency, strong executive presence, and an outstanding history of building and deploying scalable and sustainable systems, processes, and tools to accelerate our operational rigor and the ease in which support organizations operate and scale.
Manage capacity planning, forecasting, and management in support of delivery organizations and Success Plans business objectives
Manage a strong partnership with finance, recruiting, and other key partner functions that enable long-range planning and near term execution on capacity management
Manage new product and new service introduction functions for global support, partnering with cross-functional offer management and product readiness teams
Manage M&A integration program, partnering with company-wide M&A teams and acquired companies on long and near term integration planning and execution
Manage all Business Continuity Planning and risk management / mitigation programs and oversight
Deeply analytical and data-oriented, drives KPIs, and builds the underlying systems and tools that help scale and structure these critical operational teams
Hires, develops, and retains the best talent in the industry. Is deeply vested in the success of every member of the organization, providing opportunities for development while ensuring accountability to each other as well as to our customers.
Builds strong relationships and alignment with key executives and leaders across the company, particularly among support leadership and across customer success
Is a thought leader, stays abreast of trends in the Support industry, and prepares the organization to scale in the face of multi-billion dollar company growth
Has a Beginners Mind, always looking for new ways to make things better
Embodies the values of Trust, Customer Success, Innovation, and Equality
15+ years experience in Technical Support, Program Management, Finance, or combination of functions
12+ years in Functional Leadership, with at least 5 years managing Directors or higher
10+ years in managing business operations functions
10+ years interacting with internal and customer executives
5+ years in Enterprise cloud software or similar companies
5+ years working with Salesforce, as a user, admin, or developer
Proven expertise in process and technology automation
Proven experience with finance operations and analytical capabilities
Experience supporting a scaled business including support, sales, or similar
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