Operations Manager
Salesforce · Tokyo
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Job Category
Customer SuccessJob 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.
The Experience
Salesforceをご利用のお客様を成功に導くサクセスプラン（Success Plan）は、お客様のニーズにあわせたプランをご用意し、リソース、ガイダンス、技術サポートを提供します。そのサクセスプランのオペレーションに責任を持ち、サービスデリバリーチームがお客様の成功を促進できるよう、重要な役割を果たすのがカスタマーサクセスのオペレーションズチームです。
オペレーションズチームがアラインする主要業績指標は、お客様の満足度、Salesforceの利用状況スコア、解約率、サービスの利用促進度と多岐に渡ります。
本ポジション（ビジネスオペレーションズマネージャー）は、主要業績指標の達成に向けて、オペレーショナルエクセレンスの側面で組織戦略を主導します。単一の業務や特定のチームのオペレーションにとどまらず、自らハンズオンで複数の領域・プログラムに深く関与し、全体像を理解した上で、カスタマーサクセスに大きなインパクトのある組織全体の取り組みや、テクニカルサポートを中心としたコアサービスのオペレーション全体をリードします。複数のプロジェクト／チームメンバーを横断的にまとめ、方向性を揃えながら、グローバル本社のメンバーも含め、チーム内外の関係者と密接に連携し、最良の顧客体験を提供できるオペレーションを追求します。
What You'll Actually Be Doing
- プログラム／プロジェクトマネジメント：業務戦略の策定・複数プログラム/プロジェクトの実行統括（サービス/オペレーション強化、グローバル施策含む）、データに基づく改善サイクルの管理
- クロスプロジェクト・チームコーディネーション：複数プロジェクト／メンバーの横断的な把握・方向付け（人事権を伴わないハンズオンなリード）
- チェンジマネジメント：経営層含むステークホルダとの連携、変革の主導、デリバリーチームへの新しい働き方の適用
- プロセス改善・業務効率化：業務改善機会の特定、最適化戦略の立案・実行
- パフォーマンス監視と分析：KPI（対応品質・対応時間・顧客満足度、等）の追跡・評価、経営層向け分析モデル・ダッシュボードの構築、意思決定への提言
- クロスファンクショナルな協業：部門間の調整・整合性確保、部門横断の合意形成
You're Our Person If...
- 強いリーダーシップと当事者意識：複数メンバー・プロジェクトを牽引し、自ら積極的に領域・案件に関与して課題を自走推進する能力
- マネジメント経験：プロジェクトまたはプログラムマネジメントの実務経験（5年以上）
- テクニカルサポート業務の理解：オペレーション・業務プロセスの実務知見、改善リード経験
- システムIssue／インシデントハンドリング：システム障害・不具合発生時の切り分け・調査、Global（エンジニアリングチーム等）へのエスカレーションと連携、暫定ワークアラウンドの策定・関係者への周知、解決までのフォローアップができる能力
- 卓越したコミュニケーションスキル：経営層を含む多様なステークホルダーとの協業、グローバルメンバーとの業務経験
- 言語スキル：ネイティブレベルの日本語、ビジネスレベルの英語
- 戦略的思考と問題解決能力：組織レベルでの業務戦略の策定・実施、課題対応力
- データ分析と報告のスキル：業務データ分析、傾向特定、経営層向け分析モデル・ダッシュボード・レポート作成
Even Better If...
- Salesforce導入・関連DXプロジェクトのマネジメント経験
- Salesforce製品ベースのカスタマーサクセス支援 もしくは テクニカルサポート業務経験
- テクニカルサポート（L3以上）のオペレーション改善・マネジメント経験（ケース管理、エスカレーションプロセス、SLA管理、DevOps環境・プロセスの基本知識等）
- インシデントマネージメント、RCA（根本原因分析）・再発防止策の策定経験、開発・SRE・プロダクトチームとの協働経験
- オペレーション改善へのAI活用経験
- プロジェクトマネジメント／チェンジマネジメントの資格
- 中国語または韓国語の語学力（あれば尚可）
The Experience
Salesforce's Customer Success Operations team is responsible for operating Success Plans — tailored plans that provide customers with the resources, guidance, and technical support they need to succeed. This team plays a key role in enabling the service delivery team to drive customer success through Success Plan operations.
The key performance indicators the Operations team aligns to span customer satisfaction, Salesforce adoption scores, churn rate, and service utilization, among others.
This position (Business Operations Manager) leads organizational strategy for operational excellence toward achieving these KPIs. Rather than staying within a single function or one team's operations, this role is hands-on across multiple areas and programs, understands the big picture, and leads organization-wide initiatives with major impact on Customer Success, as well as the operations of core services centered on technical support. The role coordinates across multiple projects and team members, aligns direction, and works closely with stakeholders inside and outside the team — including members at global headquarters — to deliver the best possible customer experience.
What You'll Actually Be Doing
- Program/Project Management: Develop operational strategy and oversee execution of multiple programs/projects (including service/operations enhancements and global initiatives); manage data-driven improvement cycles
- Cross-Project and Team Coordination: Understand and align direction across multiple projects/members (hands-on leadership without direct management authority)
- Change Management: Partner with stakeholders including leadership, drive transformation, and roll out new ways of working to delivery teams
- Process Improvement and Operational Efficiency: Identify improvement opportunities and plan/execute optimization strategies
- Performance Monitoring and Analysis: Track and evaluate KPIs (response quality, response time, customer satisfaction, etc.), build analytical models/dashboards for leadership, and provide recommendations for decision-making
- Cross-Functional Collaboration: Coordinate across departments, ensure alignment, and build cross-departmental consensus
You're Our Person If...
- Strong Leadership and Ownership: Able to lead multiple members and projects, proactively engage with areas and initiatives, and drive issues to resolution independently
- Management Experience: 5+ years of experience in project or program management
- Understanding of Technical Support Operations: Practical knowledge of operations/business processes and experience leading improvements
- System Issue/Incident Handling: Able to triage and investigate system outages/defects, escalate to and coordinate with Global teams (e.g., Engineering), develop and communicate interim workarounds, and follow through to resolution
- Excellent Communication Skills: Experience collaborating with diverse stakeholders including leadership, and working with global team members
- Language Skills: Native-level Japanese, business-level English
- Strategic Thinking and Problem-Solving: Able to develop and implement operational strategy at the organizational level and respond to challenges
- Data Analysis and Reporting Skills: Able to analyze operational data, identify trends, and create analytical models/dashboards/reports for leadership
Even Better If...
- Experience managing Salesforce implementation or related DX projects
- Experience supporting Customer Success based on Salesforce products, or technical support experience
- Experience improving/managing technical support (L3+) operations (case management, escalation processes, SLA management, basic knowledge of DevOps environments/processes, etc.)
- Experience with incident management, RCA (root cause analysis), and recurrence-prevention planning; collaboration with development/SRE/product teams
- Experience applying AI to operations improvement
- Project management/change management certification
- Chinese or Korean language ability (a plus)
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.
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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.