Posted about 1 year ago
Job CategoryCustomer Success Group
Salesforce is recognized for it's customer service in the industry. In today's world, customers demand an amazing support experience with each interaction. This role is a key position for the delivery of process innovation and continuous improvement initiatives across global support. This individual will play an important role in helping to foster a culture of sustainable change through the creation and embedding of LEAN methodology, and the supporting framework, to deliver business transformation.
+ Analyze and improve business processes to improve overall workflow efficiencies and effectiveness.
+ Lead, coach and mentor a small team of direct reports as well as project resources from extended teams
+ Assist in the development and implementation of a 'best-in-class' continuous improvement strategy
+ Apply process improvement and reengineering methodologies and principles to identify and plan improvements (process and technology) including identifying the current process, applying best practices, and creating performance measurements
+ Elicit requirements and drive process change using staff interviews, document analysis, requirements workshops, surveys, site visits, business process descriptions, business analysis and workflow analysis
+ Identify trends and process variations as part of establishing a continuous improvement monitoring system
+ Participate in non-conformance investigation, root cause analysis, corrective, and preventive actions
+ Analyze process methodologies, enterprise process leadership, and impact of recommended changes.
+ Ensure the business impact and project objectives/dependencies are identified, reported on and managed at all times
+ Document processes and procedures using standard methodologies and tools
+ Complete post implementation reviews to ensure successful delivery has been achieved and to ensure that improvements can be made for future projects
+ Work with other team members to devise new support material based on the revised processes, to include training, reporting and systems enhancements
+ Manage a small direct team as well as indirect project resources from extended teams
Required Skills and Experience:
+ 7+ years of process improvement experience with demonstrable successes in application of Lean/Six-Sigma
+ LEAN certification and/or Lean Six Sigma Black Belt
+ Experience leading service improvement projects with a record of successful implementation preferably in the Services/Support Industry
+ Knowledge of statistics and experience using statistical packages for analyzing datasets and experience with data models, data mining and segmentation techniques
+ Strategic thinker, with clear vision to drive world class change management.
+ Demonstrated ability to motivate, influence and gain commitment at all levels of the organization.
+ Excellent presentation skills with solid communication capabilities and practices, both oral and written.
+ Experience leading and working effectively with a geographically dispersed team
+ Bachelor's degree preferred
Salesforce.com and Salesforce.org are Equal Employment Opportunity and Affirmative Action Employers. 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. Headhunters and recruitment agencies may not submit resumes/CVs through this Web site or directly to managers. Salesforce.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay fees to any third-party agency or company that does not have a signed agreement with Salesforce.com or Salesforce.org.
Salesforce, the Customer Success Platform and world's #1 CRM, empowers companies to connect with their customers in a whole new way. We are the fastest growing of the top 10 enterprise software companies, the World's Most Innovative Company according to Forbes, and one of Fortune's 100 Best Companies to Work For six years running. The growth, innovation, and Aloha spirit of Salesforce are driven by our incredible employees who thrive on delivering success for our customers while also finding time to give back through our 1/1/1 model, which leverages 1% of our time, equity, and product to improve communities around the world. Salesforce is a team sport, and we play to win. Join us!