Director – Strategy and Operations Automation

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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.

We are seeking a dynamic and experienced leader to head our Strategy and Operations Innovation Lab (SOIL) in India. This role will spearhead innovation and operational excellence initiatives, driving impactful solutions across the organization. The ideal candidate will have a proven track record of leading operations teams within professional services, a deep understanding of offshore team management, and expertise in Process Automation, AI, Agentic Layers, and Transformation.

Responsibilities

• Leadership and Team Development:
  • Lead and mentor the Strategy and Operations Innovation Lab (SOIL) team to foster a culture of innovation, collaboration, and high performance.
  • Build and scale offshore operations capabilities across all functions of Salesforce Professional Services’ Strategy & Operations team, aligning to our strategic business goals.
• Strategic Innovation:
  • Identify and implement innovative operational strategies that enhance efficiency, scalability, and value through AI, Agents, and scaled automation technologies.
  • Drive the design, testing, and deployment of advanced process automation tools and methodologies.
• Operational Excellence:
  • Oversee the development and optimization of workflows, ensuring alignment with business objectives and industry best practices.
  • Implement KPIs to track operational performance, process improvements, and automation impact including cost analysis and ROI.
• Collaboration and Stakeholder Engagement:
  • Partner with global teams, including leadership, to align operational innovation efforts with overarching business strategy.
  • Act as a key liaison between offshore and onshore teams, ensuring seamless integration and communication.
• Technology and Process Automation:
  • Stay ahead of emerging technologies in AI, RPA (Robotic Process Automation), and analytics to evaluate and implement new tools.
  • Drive automation projects, ensuring cost efficiencies, accuracy, and time savings across operations.
• Change Management:
  • Lead organizational change initiatives to integrate new processes and tools effectively.
  • Develop training and enablement programs for teams impacted by innovation projects.

Experience / Skills Required

• Experience:
  • 15 + years of experience leading a Professional Services Operations teams at scale
  • Strong experience managing offshore teams and ensuring operational efficiency across geographies.
• Skills & Key Attributes:
  • Expertise in process automation tools such as RPA (e.g., UiPath, Automation Anywhere) and workflow optimization software.
  • Proven ability to lead and execute strategic initiatives from ideation to implementation.
  • Strong analytical and problem-solving skills, with a focus on data-driven decision-making.
  • Ability to work well in a cross-functional, matrix management environment with a highly collaborative, team-oriented approach to problem-solving
  • Ability to succeed in a collaborative, fast-paced environment; ability to remain flexible and adjust on the fly to new demands and respond with a sense of urgency
  • Highly organized, ability to coordinate activities of senior leaders to drive alignment and attainment of goals
• Education:
  • Bachelor's degree in Business Administration, Operations, or a related field. A Master’s degree (e.g., MBA) is preferred.
• Experience/Skills Desired:
  • Enterprise software / Software-as-a-Service Sales experience (SaaS)
  • Experience with Professional Services (as a business and as a captive)
  • Willing to be based in Bangalore or Hyderabad

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