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 Employee SuccessJob 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. Job DetailsAs the Case Operations Manager, you will be responsible for managing and developing a skilled team of Case Operations Associates. You will oversee the case queue for assignment and will ensure fulfillment of Service Level Objectives (SLOs).In this role you will:* Provide leadership and direction to the team, fostering a culture of collaboration, accountability, and continuous improvement.* Enhance standard operating procedures (SOPs) for case triaging, assignment, and resolution, ensuring adherence to quality and performance standards.* Collaborate with cross-functional teams to define case management workflows and integrate with existing systems and processes.* Monitor team performance and productivity, implementing metrics and KPIs to measure progress and drive efficiency.* Provide regular coaching, feedback, and development opportunities to team members to enhance their skills and capabilities.* Serve as the primary point of contact for escalations and complex case assignments, ensuring timely and effective resolution.* Identify process improvements and recommend enhancements to optimize case management workflows.Role Requirements* Overall 7+ years of experience* 1+ years in a customer service or support role* 3+ years experience in managing customer service or support professionals* Self-motivated, takes initiative, assumes ownership and runs programs with minimal supervision* Highly organized with excellent attention to detail* Proactively anticipate customer needs and utilize a deep understanding of their requirements to achieve desired outcomes.* Results oriented * Proven analysis, troubleshooting and problem-solving skills.* Exceptional levels of critical thinking, planning and organizing, decision-making, adaptability, and communication* Excellent written/verbal communication skills* Ability to clearly follow processes and procedures, and make decisions in a timely manner* Demonstrate proficiency in cross-functional collaborationPreferred Requirements* Software industry experience and knowledge* Experience with Salesforce Service CloudAccommodations 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.Salary: . Date posted: 04/04/2024 03:19 PM