Business Process Senior Lead

Salesforce•Washington, DC

About The Position

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. As the Business Process Senior Manager, you will be the strategic lead responsible for the end-to-end performance and optimization of our Business Process Outsourcing (BPO) ecosystem. You will serve as the primary liaison between our internal Salesforce operations and our external vendors, ensuring that partner capacity and capabilities are perfectly aligned with our evolving sales demands. This role requires a balance of analytical rigor, relationship management, and operational excellence to maintain high-quality standards while driving continuous process improvement across our outsourced functions.

Responsibilities

Vendor Management & Governance Performance Oversight: Monitor and manage BPO service level agreements (SLAs) and key performance indicators (KPIs) to ensure operational excellence.
Strategic Partnerships: Lead regular business reviews (MBRs/QBRs) to discuss performance trends, financial health, and long-term scaling strategies.
Contractual Integrity: Coordinate with ESC (Enterprise Services Centre) to manage renewals, statement of work (SOW) negotiations, and compliance with company policies.
Salesforce Alignment: Act as the "voice of the business" to translate internal Salesforce requirements into actionable workstreams for the vendor.
Resource Forecasting: Analyze case volume trends to predict staffing needs, ensuring the vendor has the requisite headcount and skill sets to meet peak demands without sacrificing quality.
Capability Mapping: Evaluate vendor technical capabilities to ensure they can support new Salesforce features or workflow changes as they are rolled out.
Quality Frameworks: Design and implement robust quality-checking (QC) mechanisms and audit trails to ensure outsourced outputs meet internal benchmarks.
Continuous Improvement: Identify process bottlenecks and leverage Six Sigma or Lean methodologies to streamline the hand-off between internal teams and BPO partners.
Change Management: Lead the implementation of new tools or procedural updates across the vendor landscape.