Scale Operations Lead

1 week ago

Mt Rainier, United States Salesforce.Com Inc Full time

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 : Operations 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. Job Overview Global Technology Partnerships (GTP) is seeking an experienced Manager of Scale Operations to lead our ISV Scale Operations Partner Support function. This role will lead and optimize our newly relaunched escalated support efforts for our ecosystem of 7,500 Independent Software Vendor (ISV) partners. This involves rethinking the way we manage partners at scale, partnering with outsourced support teams, tapping into Agent initiatives, and finding ways to unlock "self-serve" for partners. In addition, this role will be the escalation path for complex and high-priority issues that cannot be handled through automated solutions and processes. As the Manager of this newly formed function, you will oversee a team of Scale Operations Specialists, ensuring they are positioned to drive successful escalations and enhance partner experience. You will also play a pivotal role in balancing the scope of responsibilities with automated support processes and Global Business Sourcing (GBS) teams, in order to focus your team's efforts on complex or high-impact partner escalations. This leadership role offers the chance to influence the strategy, processes, and scalability of ISV partner support for Salesforce's ISV ecosystem, raising the bar for partner support excellence. Key Responsibilities Team Leadership & Development: Build, develop, and motivate a team of Scale Operations Specialists, providing coaching, setting clear goals, and fostering a high-performance, collaborative team culture. New Function Leadership: Establish and evangelize this newly created support function, developing best practices and implementing a scalable approach to partner support across high-priority or high-complexity issues. Scope Balancing & Collaboration: Own the relationship with the Global Business Sourcing (GBS) team, define the appropriate scope of responsibilities to outsource to this team, and support the onboarding of this new outsourced team by providing subject matter expertise, and deep collaboration on joint cases. Complex Escalation Management: Oversee escalations for high-risk or complex ISV partner cases, ensuring efficient case routing, prioritization, and prompt resolution to meet Salesforce Partner Agreement SLAs and Salesforce Compliance standards. Operational Strategy & Process Optimization: Drive strategic improvements in operational processes, with a focus on scale solutions, leveraging partner insights and feedback. Streamline workflows, increase automation and self-serve, improve resolution times, and enhance partner satisfaction. Cross-Functional Collaboration: Partner with cross-functional teams including the ISV PAM team, Product, Technical Advisors, Legal, and Support, aligning on escalated cases and ensuring comprehensive solutions for ISV partners. Reporting & Analytics: Establish V2MOM and specific KPIs for this function, providing regular reporting and insights on escalation trends, resolution effectiveness, and partner satisfaction to inform broader support strategies. Required Experience Experience: 5 years in partner operations, customer success, or escalated support management, with at least 2 years in a managerial role, preferably within a Salesforce or ISV environment. Leadership Skills: Proven experience building, coaching, and leading support or operations teams in a dynamic, high-growth environment. Strategic & Operational Mindset: Demonstrated ability to balance strategic planning with hands-on operational execution, especially in newly formed functions. Scope Management & Collaboration: Experience working across departments to define scope, prioritize efforts, and align teams effectively, particularly with automated and global sourcing teams. Problem Solving & Decision-Making: Strong problem-solving skills, with an ability to make quick, informed decisions in complex, high-stakes scenarios. Communication Skills: Excellent verbal and written communication skills, with an ability to manage stakeholder expectations and convey technical and operational information clearly. Technical Knowledge: Familiarity with the Salesforce platform and case management tools; experience within the ISV ecosystem is preferred. Degree or equivalent confirmed experience required. Experience will be evaluated based on the core proficiencies for the role (e.g. extracurricular leadership roles, military experience, volunteer roles, work experience, etc.). Preferred Skills Experience with Salesforce case management and CRM systems Project management experience with a focus on operational efficiency, scalability, and process improvement. Knowledge of the ISV business model and partner lifecycle management practices. Accommodations If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form . Posting Statement 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 . Salesforce welcomes all. J-18808-Ljbffr

  • Lead Web Developer

    4 weeks ago

    Mt Rainier, United States Leidos Full time

    Description Looking for an opportunity to make an impact? The Leidos National Security Sector is seeking an experienced Lead Web Developer to lead a team in designing and developing a new intelligence discovery website for a government agency. The role involves collaborating with government leads and stakeholders to define project requirements, conducting...

  • Cyber Operations Officer

    1 week ago

    Mt Rainier, United States Central Intelligence Agency Full time

    Cyber Operations Officers gather intelligence from adversary systems and networks using advanced tools, techniques, and tradecraft. U.S. citizens (dual U.S. citizens also eligible) At least 18 years of age Willing to move to the Washington, DC area Able to complete security and medical evaluations As a Cyber Operations Officer for CIA, you will gather...

  • Regional Business Manager

    2 weeks ago

    Mt Rainier, United States Love Recruitment Full time

    Regional Business Manager - Leading Fitness Brand Washington DC area $80,000 and $90,000 USD, with an On-Target Earnings (OTE) potential of an additional 25% based on performance. Are you ready to elevate your career in the fitness and wellness industry? A leading global personal training brand is looking for a high-energy Regional Business Manager to...

  • Solutions Architect

    7 days ago

    Mt Rainier, United States Brillient Full time

    Job Details Level Experienced Job Location VHA: Washington DC - Washington, DC, WA Remote Type Hybrid Position Type Full Time Job Shift Any Description Summary The Solutions Architect provides architecture and engineering support to many projects across the VPAS program with large-scale systems. Tasks may include planning, initiating, managing, executing,...

  • Client Director, Learning Solutions

    1 week ago

    Mt Rainier, United States Duke Corporate Education Full time

    At Duke Corporate Education, we empower leaders at all levels to be catalysts of change in their organizations and, ultimately, in society. By designing and delivering best in class advisory, leadership development and change management programs, we accelerate business leaders and their teams to build for the future. We are immensely proud to be the premier...

  • Contract Operations Manager

    1 week ago

    Mt Rainier, United States Node Full time

    Contract Operations Manager Location: Washington, DC Metro Area Required: US Citizen Node is seeking a highly skilled and experienced Contracts Manager with expertise in government contracting, contract management, and operational support. The ideal candidate will play a dual role, leading contract lifecycle administration while also supporting operations...

  • Assessments & Exercises Director - Strategy Lead JPMorgan Chase & Co.

    1 week ago

    Mt Rainier, United States Cyber Crime Full time

    Assessments & Exercises Director - Strategy Lead Spearhead cutting-edge security strategies and resilience initiatives, shaping the future of cybersecurity. As an Assessments & Exercises Director in the Cyber and Tech Controls line of business, you will lead key efforts to enhance the firm's cybersecurity or resiliency posture. Plan and implement testing...

  • Regional Business Manager

    2 weeks ago

    Mt Rainier, United States Love Recruitment Limited Full time

    Regional Business Manager Leading Fitness Brand Washington DC area $80,000 and $90,000 USD, with an On-Target Earnings (OTE) potential of an additional 25% based on performance. Are you ready to elevate your career in the fitness and wellness industry? A leading global personal training brand is looking for a high-energy Regional Business Manager to oversee...

  • Senior Operations Manager

    1 week ago

    Mt Rainier, United States Amentum Full time

    Amentum is a leading provider of integrated global mission services to the U.S. Government and its allied partners. Amentum provides training, logistics, operations, and maintenance services to support complex missions for customers around the world. Amentum employs approximately 50,000 people in over 60 countries supporting some of the most meaningful and...

  • Deputy Chief of Party, USAID/Advancing Digital Democracy

    7 days ago

    Mt Rainier, United States Palladium International Full time

    Deputy Chief of Party, USAID/Advancing Digital Democracy AboutPalladium Palladium is aglobal company working to design, develop and deliver positive impact on thelives and livelihoods of people around the globe; broaden access to health,water, power, and infrastructure; build enduring, sustainable, andtransformative institutions and market systems to address...

  • MDM Lead Engineer

    3 weeks ago

    Mt Rainier, United States TEKsystems Full time

    As an organization, TEKsystems Global Services provides a continuum of services ranging from Engagement Management to full functional Outsourcing including Offshore Centers in Canada and India. Our model provides the ability to engage customers beyond staffing when asked for more ownership, capabilities, or methodology while enhancing client/consultant...

  • Wireless Project Manager

    2 weeks ago

    Mt Rainier, United States Jobot Full time

    100% Remote Position This Jobot Consulting Job is hosted by: Duran Workman Are you a fit? Easy Apply now by clicking the "Apply" button and sending us your resume. Salary: $60 - $80 per hour A bit about us: We help organizations reap the benefits of the Digital Services transformation by Reducing Cost and Risk of technology innovation and transformation...

  • Donor Relations and Operations Manager

    3 weeks ago

    Mt Rainier, United States Health and Environmental Sciences Institute Full time

    Want to work for a nonprofit organization that creates science-based solutions for a safer, more sustainable world? Join HESI as a Donor Relations and Operations Manager, where youll manage key donor relationships, support institutional operations, accounting, and budgets as part of HESIs effort to address global health and environmental challenges....

  • Legal Operations Vice President

    1 week ago

    Mt Rainier, United States The Rock Creek Group Full time

    RockCreek is a leading global investment management firm that applies data-driven technology and innovation to sustainable investing. RockCreeks entrepreneurial spirit, open culture, and inclusive team lead to better investments for universities, foundations, pension plans, and sovereign funds that partner with us. The firm is highly focused on the...

  • Solutions Architect

    1 week ago

    Mt Rainier, United States SAIC Full time

    SAIC is seeking a Solutions Architect in Alexandria, VA supporting the Department of Defense (DoD) Office of the Secretary of Defense (OSD). This position is remote, with the potential of intermittent local travel in Alexandria, VA. Job Duties: Perform comprehensive systems engineering activities, including the formulation of Concept of Operations (CONOPS),...

  • Lead Technical Proposal Writer, Health

    2 weeks ago

    Mt Rainier, United States Palladium International Full time

    Lead Technical Proposal Writer, Health About Palladium: Palladium is a global company working to design, develop anddeliver positive impact on the lives and livelihoods of people around theglobe; broaden access to health, water, power, and infrastructure; buildenduring, sustainable, and transformative institutions and market systems toaddress global...

  • Lead Technical Proposal Writer, Health

    4 weeks ago

    Mt Rainier, United States Palladium International Full time

    Lead Technical Proposal Writer, HealthAbout Palladium:Palladium is a global company working to design, develop anddeliver positive impact on the lives and livelihoods of people around theglobe; broaden access to health, water, power, and infrastructure; buildenduring, sustainable, and transformative institutions and market systems toaddress global...

  • Solution Architect, Artificial Intelligence

    1 week ago

    Mt Rainier, United States OATS INC. Full time

    Overview AARP is the nation's largest nonprofit, nonpartisan organization dedicated to empowering people 50 and older to choose how they live as they age. With a nationwide presence, AARP strengthens communities and advocates for what matters most to the more than 100 million Americans 50-plus and their families: health and financial security, and personal...

  • Chief Development Officer

    1 week ago

    Mt Rainier, United States Advancing States Full time

    The National Skills Coalition (NSC) is seeking a Chief Development Officer (CDO) who will serve as an executive leader responsible for driving organizational growth and aligning development strategies with NSC's long-term objectives. This is a remote position with a competitive salary and benefits. The CDO is responsible for overseeing donor engagement,...

  • Chief Development Officer

    1 week ago

    Mt Rainier, United States National Association of States Full time

    The National Skills Coalition (NSC) is seeking a Chief Development Officer (CDO) who will serve as an executive leader responsible for driving organizational growth and aligning development strategies with NSC's long-term objectives. This is a remote position with a competitive salary and benefits. The CDO is responsible for overseeing donor engagement,...