Director, Operations

Bellevue, WA, United States

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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.

We are seeking a shown and strategic Director of the CIC Sev-1 team to lead a team of Escalation Managers who drive Sev-1 critical issues for our customers and partners from an incident command perspective across all Salesforce clouds. This position will lead a highly visible and motivated team who will interact extensively with not only the CIC team, but also Support, T&P (Technology and Products) and field leaders across the entire globe. The Director will guide their team of ICs and People Managers on customer Sev-1s, help collaborate with T&P on highly critical issues, and also join customer bridges as needed. Should be able to partner and drive cross cloud collaboration as well. This individual would be expected to nurture and drive High performance Culture. The ideal candidate should possess either extensive Technical Support leadership or Escalation Management experience, preferably supporting global clients in a cloud or software environment as well as key customer events. The Director is expected to be independent, self-motivated, always upleveling, proactive, results-oriented and able to define and provide a high level of customer satisfaction through the delivery of world-class technical support services. Knowledge of Salesforce Core or Marketing Cloud, experience working on prevention and self help is preferred.

Experience/Skills Required:

Ability to effectively work with tight schedules and a fast paced environment

Minimum of 10 - 15 years leading technical support or incident command related professionals

Experience with support tools and phone systems

Excellent written and verbal communication skills

Ability to successfully communicate and coordinate with departments across the organization including Sales, Consulting, CSM, QA, Program Management, and Product Management

Ability to understand and advance issues efficiently and appropriately

Demonstrate strong work ethic and sophisticated organizational skills

Ability to develop and deliver creative business solutions for complex problems

Ability to effectively work with tight schedules and a fast paced environment

Ability to attract, hire and retain impactful support professionals

Functional or technical salesforce.com application knowledge

Functional / Technical expertise to understand customer implementation of Salesforce technologies and drive the team to predict, prevent issues

Work hours - We are a 24x7 Support Hub, the candidate hence needs to be ready to work in any shift available and be ready to change shifts based on business requirements from time to time

Detailed Role & Responsibilities

Embody Salesforce values and provide outstanding leadership

Lead Support teams to achieve business objectives including the attainment of targets for customer satisfaction, employee satisfaction, service levels, resolution time, and project deadlines

Set team goals in alignment with Global CIC objectives. Assist direct reports in the definition and attainment of individual goals

Ensure that direct reports have the resources, information, and processes vital to deliver effective technical solutions to our customers

Ensure the delivery of high-quality incident command and soft-skills training for direct reports

Deliver performance reviews for all direct reports and provide regular feedback on performance in terms of agreed upon performance and employee development goals

Hire and coach best-in-class talent and lead performance that allows someone to do the best work of their career and ensures career growth opportunities

Optimally represent the CIC department on cross-organizational teams to deliver on organizational objectives

Lead workflows and schedules for direct reports and ensure adequate workload coverage

Deliver regular reports that provide qualitative and quantitative descriptions of business performance

Run key processes including FAQ analysis, case reviews, and customer feedback analysis

Develop and maintain Support procedures and policies.

Advocate for customers and define ways to continually contribute to the customer experience

Serve as a mentor, knowledge resource, and critical issue point for support agents ; Build credibility and trust within the support group

Flexible to work on weekend (not necessarily Saturday and Sunday) shifts as per Business Needs

Take up and deliver on any other responsibilities as assigned from time to time by reporting manager/CIC leadership

We are a matrix organization and hence needs to have the ability to work with other leaders across the globe

Needs to have an analytical bent of mind with excellent operational skills

Accommodations

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Posting Statement

At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at www.equality.com and explore our company benefits at www.salesforcebenefits.com.

Salesforce is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Salesforce does not accept unsolicited headhunter and agency resumes. Salesforce will not pay any third-party agency or company that does not have a signed agreement with Salesforce.

Salesforce welcomes all.

For Washington-based roles, the base salary hiring range for this position is $174,800 to $253,600.

Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, benefits. More details about our company benefits can be found at the following link: https://www.salesforcebenefits.com.

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