Salesforce Service Operations Manager

We are looking for a talented Salesforce Service Operations Manager to join our growing global team at Sectigo. The Salesforce Service Operations Manager is a hands-on operational leader responsible for driving strategic process improvement initiatives across Service Delivery, with a strong focus on customer support operations, service performance, scalable workflows, Salesforce Service Cloud and Salesforce Community best practices, and measurable customer and partner outcomes. Reporting directly to the Vice President of Service Delivery, this role will have high visibility across the business, including exposure to executive leadership, and will play a meaningful role in improving team performance, operational efficiency, and the experience of customers, partners, and support agents.

Responsibilities

Lead strategic process improvement initiatives across Service Delivery, with a focus on customer support operations, partner support, escalation management, workflow efficiency, and measurable service outcomes; Partner with the Vice President of Service Delivery to identify operational priorities, define execution plans, and drive initiatives; Work cross-functionally with business leaders to gather requirements, align stakeholders, and translate business needs into scalable operational processes and Salesforce-enabled solutions; Design and improve support and service delivery workflows; Develop and maintain Salesforce reporting, dashboards, and operational analytics; Deploy and execute Salesforce Service Cloud and Salesforce Community best practices; Own Salesforce-related project execution from requirements through delivery; Lead effective project meetings, working sessions, and stakeholder reviews; Evaluate current-state processes, identify gaps, and implement practical solutions; Support change management by helping teams adopt new workflows, tools, reporting practices, and operating rhythms; Additional tasks as assigned

Requirements

Minimum of 7+ years of experience in customer support operations, service delivery, customer success operations, or related customer-facing operational roles with direct and hands-on Salesforce superuser experience; Demonstrated experience building, improving, or supporting support/service delivery teams in at least two companies or comparable operating environments; Hands-on experience both designing and executing business processes for support, customer success, partner support, escalation management, or other customer-facing service teams; Strong hands-on Salesforce Service Cloud experience, including case management, queues, routing, escalation processes, knowledge, reporting, dashboards, workflow design, process visibility, operational measurement, and execution of Salesforce project deliverables; Experience deploying Salesforce Community capabilities or comparable customer/partner portal solutions to improve customer self-service, case visibility, knowledge access, and customer or partner engagement

Nice to have

BA/BS degree in business, operations, information systems, computer science, or a related field from an accredited college or university; Salesforce Administrator certification or comparable Salesforce administration experience; Proven ability to lead operational improvement initiatives in customer support, service delivery, or customer-facing technology environments; Strong analytical competency; Practical experience applying and executing Salesforce Service Cloud and Salesforce Community best practices; Ability to work with leaders and frontline teams to extract business requirements; Highly cross-functional working style; Strong project leadership and meeting facilitation skills; Comfortable operating in a target-rich environment; Builder mindset; Versatile operator; Excellent communication skills