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Program and Customer Operations Manager

Salesforce.com, Inc.

This is a Full-time position in Dallas, TX posted June 7, 2021.

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.Job CategoryProgram/Project ManagementJob DetailsAbout the Role: Heroku, a Salesforce company, has an immediate opening for an extremely talented Programs and Customer Operations Manager as part of our Business Operations team. Wait, did you read that right? Yes, yes you did. Two hats, one role! We are looking for an individual who has a strong background in Customer Operations management and has the skills to develop and run a few programs and projects. Our Customer Operations team supports both credit card and enterprise contract customers in their payment methods, verifications, licensing, and provisioning needs. As part of the management team, you will be responsible for supporting them in their day-to-day activities, while also actively managing tactical programs that support the larger Business Operations strategy. Some examples from Program Operations may include collection system changes, fraud or abuse mitigation, internal tooling process changes, and other initiatives. You will also work closely with Business Operations leadership and important stakeholders like sales, marketing, technical support, and product engineering.Our Business Operations team is responsible for innovating and maintaining all of the back-office operational functions and analysis for the larger Salesforce Platform. We are a diverse group of individuals who are passionate about our jobs, thrive in ever-changing environments, and find joy in the success of customers and stakeholders, both internal and external!Responsibilities:* Support our Support Teams:* Manage day-to-day customer operations activities* Handle escalated billing questions and issues* Drive KPI development and reporting* Work with Marketing leadership on credit campaigns* Enable Sales on discounts and package deals* Advocate with engineering teams on system and process issues/changes* Foster a safe and inclusive environment* Support individual development plans and career growth* Program Operations:* Create project templates and project plans* Develop reporting and accountability matrices* Drive projects end to end* Collaborate across disparate teams and report to senior leadership with written and verbal updates* Anticipate problems and understand stakeholder needs* Understand and clearly communicate business drivers* Build compelling storylines using KPIs and other data points* Quickly navigate major changes in strategyMinimum Qualifications:* 2+ years in customer support or similar people management role* 2+ years in program or project management* Experience working with remote or geo-dispersed teams* Passion for facilitating excellent customer engagement and experience* Appetite for complex and evolving projects* Ability to articulate complex, highly technical issues in a simple, succinct way* Demonstrate understanding of the Heroku Product and Heroku customer personasPreferred Qualifications:* Salesforce Admin Certification* Experience deploying applications on Heroku* PMP or Agile Scrum Master Certification* Background in Fraud and Abuse analysis and mitigation work* Experience with data visualization tools like Tableau or Looker* Experience with Command Line and PostgreSQLPerks:* Competitive compensation* Paid volunteer time off* Annual performance bonus program* Wellness reimbursement* Unlimited vacations* Competitive Education Reimbursement Program* Extended parental leave* Visit our benefits site for more!AccommodationsIf you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form.Posting StatementAt 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 Salesforce and explore our benefits.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. Salesforce.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay any third-party agency or company that does not have a signed agreement with Salesfore.com or Salesforce.org.Salesforce welcomes all.Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.