Senior Manager, Operations

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Job Category

Operations

Job Details

About Salesforce

We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.

About Salesforce
We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trail and connect with customers in a whole new way. And we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good– you’ve come to the right place.Role DescriptionCustomer Success Strategy & Operations team is embarking on our own Digital Transformation to deliver customer success for our customers and accelerate our growth. A key pillar of this transformation is building a strong data foundation to support all our Strat Ops needs through intelligent data sets.This role is a hybrid of traditional jobs in strategic planning, sales strategy, business operations, reporting, and analysis – requiring a mix of market analysis, capacity and business operational support.We’re looking for an experienced and committed Senior Operations Manager who will manage a team of business operations analysts and data scientists to deliver operational insights on capacity and capacity driven KPIs, conduct monthly/weekly reviews with senior leaders on case and customer demand at various levels, and provide insights – such as demand drivers, root causes, corrective and recommended actions to align capacity to demand.This role requires working closely with other teams such as strategy & capacity planning, Customer Success delivery (Customer Support, Account Success, etc.), business intelligence and digital delivery.This role also requires developing use cases and requirements for standard reporting to automate delivery of operational insights.The deliverables include detailed analytic models, performance analysis, scalable reporting, and packaging findings into presentation-ready content for Salesforce executives at various levels EVPs to senior managers. The role requires interaction with various areas of the organization and provides exposure to senior executives.
The successful candidate will have relentless curiosity and possess a passion for creating innovative analysis to identify opportunities. Moreover, this person will excel at extracting insights from data and converting ideas to action.Responsibilities:

• People management and provide leadership to a team of business operations analysts and data scientists
• Deliver recommendations and insights that support senior stakeholders (Director/VP/SVP/EVP) to manage their KPIs
• Conduct monthly, or more frequent business operational reviews with stakeholders
• Provide ad hoc analysis and insights as needed as new business questions and problems are surfaced.
• Manage all aspects of dataset design, creation, and curation, including the frameworks to derive metrics to deliver data products for KPI’s, visualization, data science, analyst and stakeholder teams
• Develop and own the frameworks and automations in ETL processes and monitoring frameworks that showcase reliable, accurate, easy-to-understand metrics and operational KPIs to stakeholders for data pipeline quality and performance.
• Technical Excellence: Own the complete cycle of proactively identify trends, risks, and opportunities in the business to influence and set capacity planning strategy, ensuring scalability and robustness.
• Data Science Modeling: Develop and implement advanced data analysis, predictive and prescriptive modeling techniques to extract insights and support data-driven decision-making across the organization.
• Produce Insights: Understand the underlying data architecture supporting Customer Success and how to use it to report on business performance
• Identify and optimize the true drivers of Demand, Capacity, Productivity, and other KPI metrics
• Assist in developing and delivering presentations for senior executives to engage with their leaders or counterparts.
• Be able to organize with high attention to detail.
• Be capable to multi-task and work with a sense of urgency in a complex, fast-paced environment.

Desired Skills/Experience:

• 5+ years of people management, managing a team of analysts
• 10+ business analytics or data science and/or business operations experience Practical project experience in advanced data analysis and machine learning concepts is essential.
• Proficiency with SQL, Tableau, Python and R is mandatory
• Proficiency in SQL and relational database systems (e.g., Snowflake, Oracle)
• Experience with Snowflake is a must
• Valuable work experience focused on quantitative analysis, Excel, and logical reasoning
• Passionate about automating data that directly solving business problem
• Charismatic storyteller ready to lead capacity conversations with senior leadership
• Strong communication skills, both written and verbal
• Team player able to lead and work effectively at all levels of an organization with the ability to influence others to move toward consensus
• Strong situational analysis, negotiation, and decision-making abilities.
• Detail and quality-oriented with the desire to quickly learn new concepts, business models, and technologies
• Degree or equivalent relevant experience required. Experience will be evaluated based on the core competencies for the role (e.g. extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)
• Bachelor’s degree in a quantitative field from an accredited university. MBA or Masters in a technical field a plus

Characteristics that successful candidates demonstrate in this role
Get it done:

• Delivers on commitments.
• Works to find solutions and say yes to ad-hoc requests.
• Moves quickly and adapts to changing business constraints.
• Helps the team obtain necessary data when it is possible and reasonable.
• Takes personal accountability and expects it in others.
• Organizes time to work efficiently in a demanding environment.
• Ability to work to tight deadlines with demanding senior business leaders
• The courage and confidence to challenge the status quo.

Salesforce smart:

• Develops and shares subject matter expertise, business knowledge or best practices.
• Asks good questions to gain a deeper understanding of the business.
• Takes appropriate actions based on the needs of business and customers.
• Advocates for the greater good of the company and its people.

Win as a team:

• Builds relationships and collaborates across functions.
• Comfortable sharing your own Ideas and listening to different points of view from others.
• Builds and leverages strong internal contacts across the organization.
• Strong team player with a track record of cross functional collaboration.

Compelling communicator:

• Shows energy and passion when presenting thoughts and ideas.
• Speaks and writes with clarity & brevity.

Lives the Salesforce values of Trust, Customer success, Innovation & Equality for all

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