Manager, Business Process and Tools

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 Category

Finance

Job Details

About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

Our Global Customer Support organization is redefining how we serve customers — making every interaction Easy, Expert, and Efficient. The Cloud Success Experience Manager will lead the design of end-to-end experiences and drive measurable improvements across customer and support engineer journeys. Partnering closely with cross-functional teams, this role will use Experience Design methodologies to uncover needs, align stakeholders, and deliver scalable, frictionless solutions that increase automation, reduce effort, and streamline operations.
The ideal candidate has a proven record of driving transformational change through innovative technologies, process optimization, and new operating models. They excel at influencing across teams, translating strategy into action, and delivering outcomes that elevate both customer satisfaction and operational efficiency.
 

Primary Responsibilities

• Apply Experience Design principles to develop transformational experiences that improve efficiency, accelerate Time to Resolution, and enhance customer satisfaction.

• Use project management and business analysis skills to gather requirements through interviews, workshops, and surveys, translating them into actionable, aspirational experiences.

• Connects experience initiatives with organizational priorities to ensure alignment and accelerate innovation.

• Present findings and recommendations to business stakeholders for alignment and decision-making.

• Drive rapid experimentation and hypothesis testing with a customer-centric mindset; thrives in ambiguous, fast paced environments.

• Facilitate productive discussions and negotiations to resolve diverse or conflicting requirements, ensuring solutions meet overall business needs.

• Clearly define, frame, and communicate problems to enable shared understanding and effective solution design.

• Design and document customer and user journeys to guide implementation.

• Collaborate with business analysts and delivery teams to ensure design intent is achieved.

• Embody Salesforce’s core values of Trust, Customer Success, Innovation, and Equality.

Required Qualifications

• 5 years experience in Experience Design or Human-Centered Design.

• Self Starter with demonstrated ability to thrive evaluate complex information, identify trends, and distinguish facts from opinions to inform decision-making across large enterprises.

• Proactively anticipates customer needs, applies subject matter expertise, and leverages insights to solve problems, optimize processes, and drive outcomes.

• Demonstrate proficiency in Google Slides for executive storytelling and experience with design tools such as Figma, Lucidchart, and Miro.

• 5 years experience in Project Management.

• Experience leading projects or initiatives from conception to completion, including designing and implementing efficient processes. Agile and adaptable, with a proactive mindset to identify opportunities, manage multiple priorities, and achieve goals while guiding teams effectively.

• 5 years experience Customer Support or Customer Support operations

• Strategic thinker with experience driving large-scale change management within a customer support context.

• Strong executive presence and ability to deliver proposed vision, strategy, and next steps aligned to business priorities and with supported rationale.

Preferred Qualifications

• Proven ability to build alignment across executives, leaders, and business partners in complex organizations.

• Skilled at motivating and influencing at all organizational levels.

• Process improvement experience using Lean or Six Sigma methodologies; Lean certification or Lean Six Sigma Black Belt preferred.

• Expertise in technology transformation and automation.

• Experience in Enterprise SaaS or Cloud environments preferred.

• Salesforce certifications (e.g., Salesforce Administrator, Agentforce).

Unleash Your Potential

When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.

Accommodations

If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form.

Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.

In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. Salesforce offers a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. More details about company benefits can be found at the following link: https://www.salesforcebenefits.com.

For Massachusetts based roles, the base salary hiring range for this position is $127,200 to $174,900.