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Job Category

Finance

Job Details

About Salesforce

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.

Core Responsibilities

1.

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.

2.

Demand & Capacity Planning:

• 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.

3.

Quality Assurance & Process Optimization:

• 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.

Unleash Your Potential:

When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.

Accommodations

If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form.

Please note that Salesforce uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates’ resumes and qualifications throughout the recruiting process. Humans will always make any candidate selection and hiring decisions. Please see our Candidate Privacy Statement for more information about how we use your personal data and your rights, including with regard to use of AI tools and opt out options.

Posting Statement:

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.

In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. Salesforce offers a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. More details about company benefits can be found at the following link: https://www.salesforcebenefits.com.

At Salesforce, we believe in equitable compensation practices that reflect the dynamic nature of labor markets across various regions. The typical base salary range for this position is $143,400 - $216,900 annually. The range represents base salary only, and does not include company bonus, incentive for sales roles, equity or benefits, as applicable.