Senior Operations Manager, Strategy & Programs
Salesforce · Posted Sep 24
Customer relationship management, cloud computing, enterprise software, and artificial intelligence solutions
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About the role
Salesforce is the #1 AI CRM, where humans with agents drive customer success together, and Agentforce is the future of AI. As a Program Management Strategy & Operations Sr Manager, your work will cut across areas of Strategy, Program planning, Operational excellence, Governance and Enablement, helping implement the Global business vision and strategy. The role requires big-picture thinking, initiative, attention to detail, fast learning, the ability to handle internal and external relationships, and the competence to work with senior executives, based in Bangalore/Hyderabad.
What you will do
- Drive programs of strategic importance to Salesforce Customer success group(CSM)
- Conceptualise, analyse and evaluate the needs of different programs; make recommendations with business justification, and finally upon approval, forefront the programs
- Manage the partner program, running governance for their performance and effectiveness in meeting GDC requirements.
- Define KPIs for Partner Performance, report and track health of partnerships, implement strategies to derive the most effective outcome from partners.
- Work closely with Stakeholders, Sponsors, Cross-functional teams, to develop scope, deliverables, resources, timelines for the new initiatives
- Work with other program managers to identify risks and opportunities across multiple projects within the department
- Proactively Communicate status, risks, and issues to stakeholders and senior management.
- Analyze, evaluate, and overcome program risks, and produce program reports for managers and stakeholders
- Ability to identify all people or organizations impacted by the program, analyse customer expectations and impact on the project, and develop appropriate management strategies for actively engrossing collaborators in project decisions and execution.
- Understanding of Agile-certified Scrum processes, and current methods of coordinating Business & IT. Understanding of Scrum Master concepts and exhibits demonstrably the traits of a successful Scrum Master.
- Provide leadership to strategise and execute a variety of programs, services, and initiatives that are significant in scope, complexity, and risk
- Ability to build project timelines to plan and lead all aspects of and report progress within the project environment
- Work with vendors for handling programs relating to subcontractors
- Use AI tools to personalize plans based on customer segment, use case, and adoption data, ensuring a tailored and scalable onboarding experience
- Leverage generative AI to create and maintain onboarding materials, training content, and follow-up communications, adapting content quickly to product changes or customer needs
- Apply AI-driven adoption signals and health scoring to identify customers at risk of slow time-to-value and proactively adjust onboarding milestones or engagement cadence
- Collaborate with CS and product teams to surface onboarding insights from AI analytics, contributing to the continuous improvement of the onboarding program
Skills used in this role
What the employer is looking for
- 8+ years of Program Management experience and 14+ years of overall IT experience
- 5+years of exposure to Salesforce Projects/Products is a strong asset
- Ability to collaborate with senior executives and partner organizations, demonstrating strategic understanding of business needs
- Understanding of resource utilization and worked with strategies to get the right skills for the right projects.
- Hands-on experience with one or more CRM software products (Salesforce CRM, Siebel, Clarify, Vantive, PeopleSoft, NetSuite) would be a strong asset
- Hands-on experience with PM tools like JIRA / MS Project
- Adept in building presentations that enable communication of strategic direction across the organization
- Advanced Microsoft Excel skills (formulas, data cleansing, data manipulation)
- Ability to manage multiple projects/ programs and mentor new hires
- Experience using AI tools to create or personalize customer-facing content, such as training materials, onboarding emails, or guided learning paths
- Comfort working with AI-powered customer success platforms (e.g., Gainsight, Totango, ChurnZero) to track onboarding health and milestone completion
- Strong editing and quality review skills to ensure AI-generated content is accurate, on-brand, and appropriate for diverse customer audiences
- Adaptability to evolving AI toolsets and a proactive approach to incorporating new AI capabilities into onboarding workflows
Benefits and support
- Our benefits and resources support you to find balance and be your best
- Our AI agents accelerate your impact so you can do your best
- Reasonable accommodation during the application or recruiting process available upon request
About Salesforce
Salesforce, Inc. is a leading global cloud-based enterprise software company specializing in customer relationship management (CRM) and artificial intelligence solutions. Through its integrated Customer 360 platform, the company provides applications for sales, customer service, marketing automation, e-commerce, and analytics. Powered by innovations like Agentforce, Salesforce helps businesses bridge human capability with autonomous AI agents to drive customer success.
- Industry
- Cloud Computing
- Company size
- 87000+ employees
- Founded
- 1999
- Location
- San Francisco, California, USA
- Funding stage
- Public Company
Funding
Public Company · $25B raised
- 2026-03Post-IPO Debt$25B
- 2003-01Venture Round$1M
- 2001-06Series D$46.9M
- 1999-11Series C$13.2M
- 1999-06Series B$3.8M
Leadership
Chair, Chief Executive Officer & Co-Founder
President & Chief Operating and Financial Officer
Co-Founder & Chief Technology Officer, Slack
President & Chief Strategy Officer
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