Business Process Senior Lead

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About 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.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You're in the right place! Agentforce is the future of AI, and you are the future of 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.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You're in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

Role Scope:

We are looking for a Program Manager to join our Customer Support Business Operations team to manage and drive changes to the taxonomy across products. It includes taxonomy for new features, new products and maintenance of existing. Taxonomy is key to receive and route the customer cases to right teams / engineers and also helps with capacity planning and scheduling of engineers.

Primary Responsibilities:

• Manage the taxonomy governance and process so the required changes are executed on time

• Effectively manage the change across relevant teams, such as readiness, support delivery, development etc. Communicate about relevant changes in the taxonomy process with the right teams.

• Connect with all product delivery teams with a good understanding of their supported products, features and unique requirements.

• Prioritize the work with the development team, actively participate in UAT so the release quality is high.

• Keep all stakeholders informed of the upcoming changes and also merge the duplicate requests.

• Collaborate with taxonomy change requestors and leadership to align on proposed changes.

• Examine and document ("as-is") business processes used for taxonomy management.

• Define business requirements, create practical specifications and perform fit/gap analysis.

• Partner with business teams to design and document future state ("to-be") processes and business/system requirements.

• Assist in the prioritization of backlog items at both a global and regional level, while managing stakeholder expectations and development team capacity demands

• Understand and interpret the diverse requirements of stakeholders which may sometimes conflict with other requirements. Negotiate with stakeholders to design solutions that meet overall business needs.

• Critically evaluate information gathered from multiple sources, reconcile conflicts, convert the information to Business Requirement Documents (BRDs).

• Elicit requirements using interviews, document analysis, requirements workshops, surveys, business process descriptions, use cases, scenarios, and other business analysis techniques.

• Facilitate User Acceptance Testing (UAT) by writing test scripts, communicating with testers, and serving as a conduit between the business and DET.

• Understand relevant Salesforce objects, fields and relationships to data. Provide recommendations and alternative approaches for achieving design objectives

• Lead data governance team and ongoing continuous data maintenance, clean-up, etc.

• Provide references for users by writing and maintaining process documentation and also identify the process improvement opportunities.

Required Skills/Experience

• Bachelor's degree in computer science or any other relevant technical areas.

• 10 years of experience in the high-tech industry and 5 years in operations or program management roles.

• Salesforce Platform administration and Service Cloud certification

• Very strong program and project management skills. Proven ability to run large programs across the enterprises.

• Good understanding of change management & demonstrated experience driving change and using change management principles across large enterprises.

• Broad knowledge of as many Salesforce Clouds as possible. Does not need to be deep technical understanding, but ability to see the bigger picture of different Clouds, being able to learn quickly about new Clouds / major features being launched.

• Salesforce trailhead ranger is a plus.

• Good understanding of the development process and UAT experience including writing the UAT scripts as needed.

• Strong collaboration skills.

• Good story telling and presentation skills. Should be able to adjust the message based on the audience.

• Extensive experience in business analysis and process design

• Proven Salesforce Platform hands-on configuration experience

• Demonstrated experience in data analysis, including proficiency with associated tools, including Salesforce Reports and Dashboards (required), and Tableau CRM (preferred)

• Understanding of AI / ML technologies. Minimal hands-on experience with Agentforce features.

• Proven experience leading cross-functional initiatives to streamline processes, optimize technology strategies, and drive organization-wide operational improvements.

• Hands on skill to design flowcharts for process mapping and solution design

Preferred Qualifications & Skills:

• Self-starter, results-oriented

• Continuous improvement mindset, solution driven. Lean/Six Sigma Black Belt Certification a plus.

• Forward thinking and proactive

• Capable of prioritizing multiple projects and still meet deadlines

• Excellent oral and written communication skills; able to communicate and effectively influence outcomes at all levels of the organization

• High emotional intelligence and the ability to build positive working relationships with stakeholders

• Previous experience in systems integration driving successful implementations at scale

• A graduate degree like MS or MBA is a plus.

• Salesforce Platform Administrator II certification

• Service Cloud Consultant certification

• Project Management/PMP Certified

• Work in EST or PST hours

Unleash Your Potential

When you join Salesforce, you'll be limitless in all areas of your life. Our benefits and resources support you to find balance andbe your best, and our AI agents accelerate your impact so you cando your best. Together, we'll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future - but to redefine what's possible - for yourself, for AI, and the world.

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