Salesforce
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Manager, Business Process and Tools
role at
Salesforce .
Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.
Our Global Customer Support organization is redefining how we serve customers — making every interaction Easy, Expert, and Efficient.
Primary Responsibilities
Apply Experience Design principles to develop transformational experiences that improve efficiency, accelerate Time to Resolution, and enhance customer satisfaction.
Use project management and business analysis skills to gather requirements through interviews, workshops, and surveys, translating them into actionable, aspirational experiences.
Connects experience initiatives with organizational priorities to ensure alignment and accelerate innovation.
Present findings and recommendations to business stakeholders for alignment and decision‑making.
Drive rapid experimentation and hypothesis testing with a customer‑centric mindset; thrives in ambiguous, fast‑paced environments.
Facilitate productive discussions and negotiations to resolve diverse or conflicting requirements, ensuring solutions meet overall business needs.
Clearly define, frame, and communicate problems to enable shared understanding and effective solution design.
Design and document customer and user journeys to guide implementation.
Collaborate with business analysts and delivery teams to ensure design intent is achieved.
Embody Salesforce’s core values of Trust, Customer Success, Innovation, and Equality.
Required Qualifications
5 years experience in Experience Design or Human‑Centered Design.
Self Starter with demonstrated ability to thrive evaluate complex information, identify trends, and distinguish facts from opinions to inform decision‑making across large enterprises.
Proactively anticipates customer needs, applies subject matter expertise, and leverages insights to solve problems, optimize processes, and drive outcomes.
Demonstrate proficiency in Google Slides for executive storytelling and experience with design tools such as Figma, Lucidchart, and Miro.
5 years experience in Project Management.
Experience leading projects or initiatives from conception to completion, including designing and implementing efficient processes. Agile and adaptable, with a proactive mindset to identify opportunities, manage multiple priorities, and achieve goals while guiding teams effectively.
5 years experience Customer Support or Customer Support operations.
Strategic thinker with experience driving large‑scale change management within a customer support context.
Strong executive presence and ability to deliver proposed vision, strategy, and next steps aligned to business priorities and with supported rationale.
Preferred Qualifications
Proven ability to build alignment across executives, leaders, and business partners in complex organizations.
Skilled at motivating and influencing at all organizational levels.
Process improvement experience using Lean or Six Sigma methodologies; Lean certification or Lean Six Sigma Black Belt preferred.
Expertise in technology transformation and automation.
Experience in Enterprise SaaS or Cloud environments preferred.
Salesforce certifications (e.g., Salesforce Administrator, Agentforce).
Benefits and Accommodations When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love.
Accommodations: If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form.
Posting Statement Salesforce is an equal opportunity employer and maintains a policy of non‑discrimination with all employees and applicants for employment. ... In the United States, compensation offered will be determined by factors such as location, job level, job‑related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. Salesforce offers a variety of benefits to help you 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. More details about company benefits can be found at the following link: https://www.salesforcebenefits.com.
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Manager, Business Process and Tools
role at
Salesforce .
Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.
Our Global Customer Support organization is redefining how we serve customers — making every interaction Easy, Expert, and Efficient.
Primary Responsibilities
Apply Experience Design principles to develop transformational experiences that improve efficiency, accelerate Time to Resolution, and enhance customer satisfaction.
Use project management and business analysis skills to gather requirements through interviews, workshops, and surveys, translating them into actionable, aspirational experiences.
Connects experience initiatives with organizational priorities to ensure alignment and accelerate innovation.
Present findings and recommendations to business stakeholders for alignment and decision‑making.
Drive rapid experimentation and hypothesis testing with a customer‑centric mindset; thrives in ambiguous, fast‑paced environments.
Facilitate productive discussions and negotiations to resolve diverse or conflicting requirements, ensuring solutions meet overall business needs.
Clearly define, frame, and communicate problems to enable shared understanding and effective solution design.
Design and document customer and user journeys to guide implementation.
Collaborate with business analysts and delivery teams to ensure design intent is achieved.
Embody Salesforce’s core values of Trust, Customer Success, Innovation, and Equality.
Required Qualifications
5 years experience in Experience Design or Human‑Centered Design.
Self Starter with demonstrated ability to thrive evaluate complex information, identify trends, and distinguish facts from opinions to inform decision‑making across large enterprises.
Proactively anticipates customer needs, applies subject matter expertise, and leverages insights to solve problems, optimize processes, and drive outcomes.
Demonstrate proficiency in Google Slides for executive storytelling and experience with design tools such as Figma, Lucidchart, and Miro.
5 years experience in Project Management.
Experience leading projects or initiatives from conception to completion, including designing and implementing efficient processes. Agile and adaptable, with a proactive mindset to identify opportunities, manage multiple priorities, and achieve goals while guiding teams effectively.
5 years experience Customer Support or Customer Support operations.
Strategic thinker with experience driving large‑scale change management within a customer support context.
Strong executive presence and ability to deliver proposed vision, strategy, and next steps aligned to business priorities and with supported rationale.
Preferred Qualifications
Proven ability to build alignment across executives, leaders, and business partners in complex organizations.
Skilled at motivating and influencing at all organizational levels.
Process improvement experience using Lean or Six Sigma methodologies; Lean certification or Lean Six Sigma Black Belt preferred.
Expertise in technology transformation and automation.
Experience in Enterprise SaaS or Cloud environments preferred.
Salesforce certifications (e.g., Salesforce Administrator, Agentforce).
Benefits and Accommodations When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love.
Accommodations: If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form.
Posting Statement Salesforce is an equal opportunity employer and maintains a policy of non‑discrimination with all employees and applicants for employment. ... In the United States, compensation offered will be determined by factors such as location, job level, job‑related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. Salesforce offers a variety of benefits to help you 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. More details about company benefits can be found at the following link: https://www.salesforcebenefits.com.
#J-18808-Ljbffr