Operations Analyst

Found in: beBee S IN - 3 weeks ago

Hyderabad, India Salesforce Full time

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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.

Role: Product Success Education Experience Analyst / Operations Analyst

Role Type : Individual contributor

Our global Education Experience business is on a journey to reimagine how we align internally and how we serve our customers in an Easy, Expert, and Efficient way. This shift requires transformation across our organization, people, process, and technology, and our Education Engagement Experience Design team plays a critical and central role in this effort. The PSX Education Experience Senior Analyst will be responsible for designing the end-to-end Signature Customer Success Architect experience in close partnership with our key partners across the business.

Using Experience Design methodologies, this role will work across Salesforce understanding needs, aligning key partners, procuring leadership approvals, and ultimately designing improved, more frictionless experiences for our customers and internal Education Experience delivery teams. New and improved experiences will aim to increase automation, reduce clicks, and streamline and scale operations within our system(s) of engagement.

The ideal candidate has experience supporting efforts to create strategic transformational change that leverages new technology, processes, and operating models across complex organizations. The candidate will be endlessly focused on and passionate about driving innovation and change. The individual will have good communication skills, and the ability to partner with a broad multi-functional organization that is laser-focused on delivering to customer needs. We are seeking a candidate who can navigate through ambiguity, possesses a natural ability to collaborate with and present to key partners, is skilled in experience design, can strategically map out customer journeys, and can bring that vision to fruition.

Primary Responsibilities:

24/7 - Flexible, AMER timezone preferred.Overall 3+ years of relevant experienceImplement and enhance design processes across people, product, and technology domains.Must be able to see the big picture, understand project objectives and be able to apply their understanding of how processes should work to operational improvement initiatives.Strong organizational skills, attention to detail, and ability to work quickly and efficiently, prioritising a varied workload with multiple stakeholders and shifting demandsLead team presentations, focusing on driving transformational change.Facilitate effective communication and stakeholder management.Maintain a strong data orientation, gathering insights to inform decisions.Can demonstrate basic Experience Design methodologies and principles to identify and develop transformational experiences that focus on outcomes, improve efficiencies, accelerate time to resolution, and drive customer satisfaction and innovation for our Education Experience business.A compassionate and attentive listener who draws out requirements through interviews, workshops, surveys, and other business analysis techniques, transforming them into inspirational experiencesFluent spoken and written English, highly effective written and oral communication skills.Presents findings, recommendations, and aspirational experiences to business partners for alignmentWith a customer-centric focus, initiates quick experimentation and testing of hypothesesNavigates difficult conversations, diverse issues, and conflicting requirements by facilitating negotiations, and presenting options to solution designs that align with overall business needsEffectively identifies, frames, and communicates problems in a manner that ensures all parties understand what they are, why they're important, and how we might go about solving themInspires trust and nurtures relationships with stakeholders and business partners across the organizationInspires trust and nurtures relationships with stakeholders and business partners across the organizationTranslates aspirational experiences into jobs to be done for technical requirementsDesigns and effectively communicates customer and user journeysPartners with business analyst functions to support the delivery of the experienceParticipates as a tester in User Acceptance Testing (UAT) activities to ensure the desired experience is deliveredConnects experiences with organizational priorities to drive alignment and accelerate innovationExperience with and strong level of comfort using Google Slides to support executive storytellingExperience with design applications including but not limited to, Google Slides, Figma, Lucid Chart, and MiroEmbodies the values of Trust, Customer Success, Innovation, and Equality
Preferred Qualifications:

Experience building alignment with key executives, leaders, stakeholders, and business partners across complex organizationsHas a desire to demonstrate growth with executive presence and deliver compelling perspectives with supportive dataDemonstrated ability to motivate, influence, and gain commitment at all levels of the organizationExpertise in technology transformation and automationExperience in Enterprise SaaS / Cloud companies preferred but not requiredStrategic thinker, with a clear vision to drive world-class change management.Experience with customer-centric designSalesforce cloud certifications, such as ADM 201Process improvement experience by applying Lean/Six-Sigma methodologiesLEAN certification and/or Lean Six Sigma Black Belt
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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.

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