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Workforce Operations Senior Manager
Posted on 6/17/2022
Experience Level
Desired Skills
  • Owns Job Architecture requirements to support the CSG Services business
  • Will update, publish and educate the business on the annual changes to the Job Architecture Blueprint
  • Partners with the business to evolve and scale the Job Architecture requirements year over year
  • Leads weekly audits to ensure data accuracy of all contact records
  • Partners with the teams that own Costing and Pricing to roll out updates annually
  • Leads the change management efforts for our annual org planning
  • Drive large-scale improvement projects on a suite of existing applications and tools, including issue identification, project management, data management, scheduling, methodology, and reporting
  • Leads the change management efforts that relate to Workday and Org62/PSA contact records
  • Understand at an expert level how our tools work and how they can be configured and optimized
  • Identify issues within existing tools and processes
  • Take suggestions from global team members and organize them into requirements and a project plan
  • Find and evaluate new tools and make suggestions to the team
  • Assist in the creation of custom tools and applications
  • Manage a direct and matrixed team delivering full cycle projects to a successful outcome
  • Communicate application and tool status, accomplishments and roadblocks to a dynamic global team
  • Collaborate with Operations and Leadership to identify and implement innovative solutions to increase process efficiency
  • Perform business process assessment of the current state - including technology, experience, business and data
  • Identify and optimize the true drivers of financial performance, productivity, customer engagement and other metrics
  • Capture the strategic, operational and tactical business process goals & objectives
  • Apply a structured business process architecture approach and methodology for capturing the key views of the enterprise
  • Design the future state business process architecture to drive the maximum user experience, productivity and value - to include process flow diagrams, heat maps, data flow diagrams
  • Analyze Salesforce data and generate reports in Salesforce and Excel
  • Understand the underlying data architecture supporting CSG and how to use it to report on business performance
  • Understand the critical KPI's that drive CSG
  • Design innovative reporting solutions to measure KPI performance
  • Understand the evolving needs of the business to anticipate and deliver new reports to drive additional business value
  • 10-15 years of management consulting and/or business operations experience, with a focus on services tools, process automation and/or continuous process improvement
  • Experience leading change management efforts in a large organization
  • Expert level understanding of cloud computing and solutions, and the Salesforce product family
  • Expert level understanding of Salesforce tools and how they can be configured and optimized to support process efficiency
  • Expert level experience with structured Business Process Improvement methodologies
  • Expert level understanding of CRM and data management
  • Exceptional communication skills, both written and verbal
  • Ability to effectively develop and present materials that are appropriate for the audience, and present to executive level stakeholders
  • Extensive experience planning and deploying enterprise level business and IT initiatives
  • Extensive experience in large program or project management
  • Ability to develop and maintain executive level relationships
  • Team player able to lead and work effectively at all levels of an organization - including executive leadership - with the ability to influence others to move toward consensus
  • Strong situational analysis, negotiation and decision-making abilities
  • Ability to multi-task while managing deadlines, perform well under pressure, work independently and as a part of a team
  • Detail and quality-oriented with the desire to quickly learn new concepts, business models, and technologies
  • Collaborative; extremely customer-service and team-oriented, especially in a fast-paced and rapidly developing business environment; ability to stay focused
  • Bachelor's Degree required, Master's Degree a plus

10,001+ employees

Customer relationship management (CRM) software
Company mission
Salesforce's mission is to empower companies to connect with their customers in a whole new way. The company operates a CRM platform for businesses.
Company Values
  • Trust: Nothing is more important than trust.
  • Customer Success: When our customers succeed, we succeed.
  • Innovation: Innovation comes from everyone.
  • Equality: We all have a role to play.
  • Sustainability: We lead boldly to address the climate emergency.