Scale Operations Lead - Global Technology Partnerships (GTP)

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Job Overview

Global Technology Partnerships (GTP) is seeking an experienced Manager of Scale Operations to lead our ISV Scale Operations Partner Support function. This role will lead and optimize our newly relaunched escalated support efforts for our ecosystem of 7,500+ Independent Software Vendor (ISV) partners. This involves rethinking the way we manage partners at scale, partnering with outsourced support teams, tapping into Agent initiatives, and finding ways to unlock “self-serve” for partners. In addition, this role will be the escalation path for complex and high-priority issues that cannot be handled through automated solutions and processes.

As the Manager of this newly formed function, you will oversee a team of Scale Operations Specialists, ensuring they are positioned to drive successful escalations and enhance partner experience. You will also play a pivotal role in balancing the scope of responsibilities with automated support processes and Global Business Sourcing (GBS) teams, in order to focus your team’s efforts on complex or high-impact partner escalations. This leadership role offers the chance to influence the strategy, processes, and scalability of ISV partner support for Salesforce’s ISV ecosystem, raising the bar for partner support excellence.

Key Responsibilities

• Team Leadership & Development: Build, develop, and motivate a team of Scale Operations Specialists, providing coaching, setting clear goals, and fostering a high-performance, collaborative team culture.
• New Function Leadership: Establish and evangelize this newly created support function, developing best practices and implementing a scalable approach to partner support across high-priority or high-complexity issues.
• Scope Balancing & Collaboration: Own the relationship with the Global Business Sourcing (GBS) team, define the appropriate scope of responsibilities to outsource to this team, and support the onboarding of this new outsourced team by providing subject matter expertise, and deep collaboration on joint cases.
• Complex Escalation Management: Oversee escalations for high-risk or complex ISV partner cases, ensuring efficient case routing, prioritization, and prompt resolution to meet Salesforce Partner Agreement SLAs and Salesforce Compliance standards.
• Operational Strategy & Process Optimization: Drive strategic improvements in operational processes, with a focus on scale solutions, leveraging partner insights and feedback. Streamline workflows, increase automation and self-serve, improve resolution times, and enhance partner satisfaction.
• Cross-Functional Collaboration: Partner with cross-functional teams including the ISV PAM team, Product, Technical Advisors, Legal, and Support, aligning on escalated cases and ensuring comprehensive solutions for ISV partners.
• Reporting & Analytics: Establish V2MOM and specific KPIs for this function, providing regular reporting and insights on escalation trends, resolution effectiveness, and partner satisfaction to inform broader support strategies.

Required Experience

• Experience: 5+ years in partner operations, customer success, or escalated support management, with at least 2 years in a managerial role, preferably within a Salesforce or ISV environment.
• Leadership Skills: Proven experience building, coaching, and leading support or operations teams in a dynamic, high-growth environment.
• Strategic & Operational Mindset: Demonstrated ability to balance strategic planning with hands-on operational execution, especially in newly formed functions.
• Scope Management & Collaboration: Experience working across departments to define scope, prioritize efforts, and align teams effectively, particularly with automated and global sourcing teams.
• Problem Solving & Decision-Making: Strong problem-solving skills, with an ability to make quick, informed decisions in complex, hig