Senior Director, Employee Success Operations

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Job Category

Employee Success

Job Details

About Salesforce

We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.

The Senior Director, Employee Success People Services – Indianapolis Hub will be a pivotal leader, responsible for shaping and executing the People Services strategy within the AMER region. Reporting directly to the VP, Global Employee Success Operations, the leader will guide a high-performing team across Tier 1 and 2 services, ensuring operational excellence, continuous improvement, and a world-class employee experience. This role requires a strategic leader who can drive innovation, leverage technology, and foster strong partnerships to deliver exceptional HR shared services.

Key Responsibilities

Regional Service Leadership & Strategy

• Lead the AMER People Services team: Manage, motivate, and coach a regional team across Tier 1 and 2 service delivery, ensuring consistent, high-quality support for all employees in AMER.

• Regional Strategy Execution: Translate the global People Services strategy into actionable plans for AMER, aligning with regional business needs and employee expectations.

• Operational Oversight: Oversee all aspects of service delivery for Tier 1 and 2, ensuring service levels are met or exceeded, and addressing issues efficiently and in line with organizational policies and local regulations.

• Regional Performance & Metrics: Analyze regional service data to identify trends, pinpoint areas for improvement, and drive continuous optimization of service delivery.

Employee-Centric Service Delivery & Innovation

• Elevate Employee Experience: Champion a seamless and integrated experience across all tiers of People Services in AMER, ensuring solutions are tailored to local needs and delivered with an employee-first mindset.

• Drive Technology Adoption: Promote the adoption of AI Agentforce and other innovative technologies within the Americas to enhance self-service capabilities and empower teams with intelligent solutions for complex inquiries.

• Process Improvement: Lead regional process improvement initiatives to enhance efficiency, optimize resource allocation, and deliver exceptional service quality.

Collaboration & Partnership

• Cross-Functional Collaboration: Partner closely with Centers of Expertise (COEs) and Employee Success Business Partners to align regional service delivery with broader HR strategies and local business needs.

• Stakeholder Engagement: Develop influential relationships with internal stakeholders across the AMER region to deliver tailored solutions that drive organizational success and employee satisfaction.

• Global Alignment: Collaborate effectively with global People Services leaders to ensure consistency and alignment in service delivery across regions.

Team Leadership & Development

• Build & Develop Talent: Attract, develop, and retain a high-performing team, fostering a culture of excellence, accountability, and continuous learning.

• Coaching & Mentoring: Provide regular coaching, feedback, and development opportunities to team members, investing in their growth and career progression.

• Scaling Operations: Contribute to the strategic scaling of teams in hub locations, particularly Mexico, as part of the broader global expansion.

Qualifications and Experience

Required Qualifications

• Bachelor’s degree in Human Resources, Business Administration, or a related field.

• 10+ years of progressive HR experience, with a significant focus on shared services or HR operations within the American region.

• Proven success in managing Tier 1 and 2 People Services functions, ideally within a global, matrixed environment.

• Demonstrated expertise in HRIS systems, with a strong preference for Workday experience.

• Abilit