Manager, Business Process and Tools

Salesforce•Indianapolis, IN

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. Our Global Customer Support organization is redefining how we serve customers — making every interaction Easy, Expert, and Efficient. The Cloud Success Experience Manager will lead the design of end-to-end experiences and drive measurable improvements across customer and support engineer journeys. Partnering closely with cross-functional teams, this role will use Experience Design methodologies to uncover needs, align stakeholders, and deliver scalable, frictionless solutions that increase automation, reduce effort, and streamline operations. The ideal candidate has a proven record of driving transformational change through innovative technologies, process optimization, and new operating models. They excel at influencing across teams, translating strategy into action, and delivering outcomes that elevate both customer satisfaction and operational efficiency.

Requirements

5 years experience in Experience Design or Human-Centered Design.
Self Starter with demonstrated ability to thrive evaluate complex information, identify trends, and distinguish facts from opinions to inform decision-making across large enterprises.
Proactively anticipates customer needs, applies subject matter expertise, and leverages insights to solve problems, optimize processes, and drive outcomes.
Demonstrate proficiency in Google Slides for executive storytelling and experience with design tools such as Figma, Lucidchart, and Miro.
5 years experience in Project Management.
Experience leading projects or initiatives from conception to completion, including designing and implementing efficient processes.
Agile and adaptable, with a proactive mindset to identify opportunities, manage multiple priorities, and achieve goals while guiding teams effectively.
5 years experience Customer Support or Customer Support operations
Strategic thinker with experience driving large-scale change management within a customer support context.
Strong executive presence and ability to deliver proposed vision, strategy, and next steps aligned to business priorities and with supported rationale.

Nice To Haves

Proven ability to build alignment across executives, leaders, and business partners in complex organizations.
Skilled at motivating and influencing at all organizational levels.
Process improvement experience using Lean or Six Sigma methodologies; Lean certification or Lean Six Sigma Black Belt preferred.
Expertise in technology transformation and automation.
Experience in Enterprise SaaS or Cloud environments preferred.
Salesforce certifications (e.g., Salesforce Administrator, Agentforce).

Responsibilities

Apply Experience Design principles to develop transformational experiences that improve efficiency, accelerate Time to Resolution, and enhance customer satisfaction.
Use project management and business analysis skills to gather requirements through interviews, workshops, and surveys, translating them into actionable, aspirational experiences.
Connects experience initiatives with organizational priorities to ensure alignment and accelerate innovation.
Present findings and recommendations to business stakeholders for alignment and decision-making.
Drive rapid experimentation and hypothesis testing with a customer-centric mindset; thrives in ambiguous, fast paced environments.
Facilitate productive discussions and negotiations to resolve diverse or conflicting requirements, ensuring solutions meet overall business needs.
Clearly define, frame, and communicate problems to enable shared understanding and effective solution design.
Design and document customer and user journeys to guide implementation.
Collaborate with business analysts and delivery teams to ensure design intent is achieved.
Embody Salesforce’s core values of Trust, Customer Success, Innovation, and Equality.