Operations Manager

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Job Categoryn

Job Detailsn

About Salesforcen

Were 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 youve come to the right place.n

Job Categoryn
nStrategy & Operations
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nJob Detailsn
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nAbout Salesforcen
nWere 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 youve come to the right place.n
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nRole Descriptionn
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nCustomer 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.n
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nThis role is a hybrid of strategic planning, capacity planning, business operations, reporting, and analysis.n

Were looking for an experienced capacity modeling and planning lead to join the Resource Strategy and Operations team who will analyze head count capacity needed, capacity consumed, understand and explain variance to plan, and forecast demand and capacity needs based on bottom-up demand growth driven by various drivers, and top-down capacity allocations based on use cases. Capacity modeling and planning applies to short-term staffing requirements (workforce management) as well as long-term headcount planning for hiring and training.n
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nThe deliverables include detailed data models, custom performance analysis, scalable reporting, and packaging findings into presentation-ready content and presenting to Salesforce executives all the way from executive VPs to senior managers in various delivery organizations.n

The successful candidate will have relentless curiosity and a passion for creating innovative analysis to identify opportunities. Moreover, this person will excel at extracting insights from data and converting data into insights, insights into ideas and ideas into action.n
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nResponsibilities:n

Create and manage capacity models for various businesses in Customer Success. Understand and utilize the key drivers influencing capacity requirements from various sources and through engagement with key stakeholders in the organization. Incorporate these drivers to build out the capacity models.n

Align on the capacity models with stakeholders including the Customer Success delivery teams, finance, hiring, recruitment and leadership. Stakeholders range from senior managers to EVPs.n

Refresh the models on a regular cadence in alignment with financial cycles and on an ad hoc basis for new demand, and present capacity plan to stakeholders.n

Deliver insights on capacity and capacity impacting KPIs and make staffing and scheduling recommendations.n

Technical Excellence:n
nOwn the complete cycle of proactively identify trends, risks, and opportunities in the business to influence and set capacity planning strategy, ensuring scalability and robustness.n

Data Science Modeling:n
nDevelop and implement advanced data analysis, predictive and prescriptive modeling techniques to extract insights and support data-driven decision-making across the organization.n
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nProduce Insights:n
nUnderstand the underlying data architecture supporting Customer Success and how to use it to report on business performancen
nIdentify and optimize the true drivers of Demand, Capacity, Productivity, and other KPI metricsn

Leadership:n
nProvide leadership and mentorship to the junior staff, fostering a culture of excellence, innovation, and collaboration, all aimed at driving tangible business outcomes.n

Desired Skills/Experience:n
n8+ years of in forecasting, capacity planning, workforce management in Customer Support/Customer Successn
n4+ Customer Support/Customer Success delivery operations.n
n8+ years business analytics or data science and/or business operations experience.n
nPractical project experience in advanced data analysis and machine learning concepts is essential.n
nVery high degree of proficiency with (a) SQL, (b) Tableau and Tableau Prep (b) Python and R, are all mandatoryn
nVery high degree of proficiency with SQL and relational database systems. Experience with Snowflake is a must.n
nVery high degree of proficiency with Google Sheet, Excel, Google Slides and PowerPointn
nSignificant work experience focused on quantitative analysis and logical reasoningn
nPassionate about automating data that directly solving business problemn
nMust be charismatic storyteller ready to lead capacity conversations with senior leadership and seek to be trusted advisorn
nStrong communication skills, both written and verbaln
nTeam 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.n
nDetail and quality-oriented with the desire to quickly learn new concepts, business models, and technologiesn
nBachelors degree in a quantitative field (Mathematics, Engineering) from an accredited university. MBA or Masters in a technical field a plusn
nExperience will be evaluated based on the core competencies for the role (e.g. extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)
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nCharacteristics that successful candidates demonstrate in this rolen

Get it done:n
nDelivers on commitments.n
nWorks to find solutions and say yes to ad-hoc requests.n
nMoves quickly and adapts to changing business constraints.n
nHelps the team obtain necessary data when it is possible and reasonable.n
nTakes personal accountability and expects it in others.n
nOrganizes 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.n
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nSalesforce smart:n
nQuickly develops and shares subject matter expertise, business knowledge or best practices.n
nAsks good questions to gain a deeper understanding of the business.n
nTakes appropriate actions based on the needs of business and customers. Advocates for the greater good of the company and its people.n
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nWin as a team:n
nBuilds relationships and collaborates across functions.n
nComfortable sharing your own Ideas and listening to different points of view from others.n
nBuilds and leverages strong internal contacts across the organization.n
nStrong team player with a track record of cross functional collaboration.n
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nCompelling communicator:n
nShows energy and passion when presenting thoughts and ideas. Speaks and writes with clarity & brevity.n
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nLives the Salesforce values of Trust, Customer success, Innovation & Equality for all.n

Accommodationsn

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