Agentic People Service Lead, Employee Success Operations - APAC (Individual Contributor)
Salesforce · Posted Oct 26
Customer relationship management, cloud computing, enterprise software, and artificial intelligence solutions
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About the role
The Agentic People Experience & Automation Hub (APEX) is Salesforce's regional engine for Global People Services & Operations, delivering an end-to-end hire-to-retire employee experience and using AI agents to automate routine inquiries. The Agentic People Service Lead for APAC combines Tier 2 HR operations across Benefits, Leave of Absence, Time Tracking, and Employee Relations with regional project management, incident response, and compliance communications. Based in Hyderabad (hybrid), the role supports ANZ, ASEAN, and India and leads through influence without direct reports.
What you will do
- Oversee daily case and inquiry handling for APAC region, covering queue health, SLAs, escalations and quality.
- Mentor and guide People Specialists on complex cases, share best practices and help maintain case quality, without formal line management
- Partner with the Manager to run team rhythms (huddles, workload allocation, coverage planning, handoffs) and act as delegate when the Manager is out of office.
- Identify trends in cases and recommend knowledge-article, process or tooling improvements.
- Act as the first point of escalation for complex T2 cases, make decisions within defined policy, and escalate high-risk or precedent-setting matters to the Manager.
- Provide regular coaching and feedback to People Specialists, and review case quality against SLA and CSAT targets.
- Use AI agents and automation to deflect routine inquiries, and feed case trends back into agent and knowledge improvements
- Plan and deliver ES initiatives end to end: scope, timelines, risks, stakeholder updates and post-launch reviews.
- Manage the APAC project pipeline and prioritization, and report status to ES leadership.
- Drive process standardization and operational readiness for new programs and policy changes.
- Act as the subject-matter reference for process and project questions within the team.
- Own delivery of assigned APAC initiatives against agreed milestones, and report progress, risks and outcomes to ES leadership
- Support ASEAN ES compliance, including data privacy requirements, record-keeping and policy attestations, in line with local legal requirements
- Help maintain documentation, SOPs and controls so they meet local legal and company requirements.
- Run periodic quality and compliance checks, track remediation actions to closure, and work with Legal, Privacy and local HR/ER partners.
- Act as a key partner to the Global ES Compliance team, owning ASEAN inputs for audits and attestations through to closure
Skills used in this role
What the employer is looking for
- 8+ years in HR operations, shared services or People Operations, including leading projects or mentoring peers with/without formal authority
- Prior experience with Workday, Peopleforce, Google Workspace and any similar HRIS is highly desirable
- Working knowledge of APAC employment practices, HR generalist and business operations, and HR compliance
- AI-First and human/agent collaboration experience and mindset
- Proven project management skills
- Sound judgment in applying HR policy to varied situations across APAC
- Strong problem-solving skills with data analysis and reporting; scripting (Google Apps Script, Python) is a plus.
- Excellent communication skills
- Proven ability to influence and align stakeholders across regions
- Ability to work in a diverse work environment with ambiguity and multiple priorities
- Ability to handle confidential matters with discretion and manage multiple priorities independently
Preferred qualifications
- Experience with Salesforce Service Cloud and Slack, plus reporting or analytics tools.
- Working knowledge of ASEAN employment and data privacy regulations (e.g. PDPA)
- You hold Certification in project management (e.g. PMP, PRINCE2)
- You hold Certification in process improvement (e.g. Six Sigma, Lean, Kaizen)
Benefits and support
- Compensation and benefits are detailed in the job posting
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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