Senior Operations Manager Strategy And Programs

Salesforce; Hyderabad; On-site; INR 4,000,000 - 7,000,000; Full time

Job summary

Salesforce is seeking a seasoned Program Management Strategy & Operations Sr Manager to drive strategic programs, govern partnerships, and enable scalable onboarding across global CS platforms. The role requires partnering with senior leaders, coordinating cross-functional teams, and leveraging AI tools to optimize processes.

Location is Bangalore/Hyderabad with exposure to Salesforce projects and a strong emphasis on governance, risk management, and executive stakeholder engagement.

Qualifications

• 8+ years of Program Management experience.
• 14+ years of overall IT experience.
• 5+years of exposure to Salesforce Projects/Products is a strong asset.
• Ability to collaborate with senior executives and partner organizations, demonstrating strategic understanding of business needs.
• Hands-on experience with PM tools like JIRA / MS Project.
• Hands-on experience with one or more CRM software products would be a strong asset.

Responsibilities

• Drive programs of strategic importance to Salesforce Customer success group (CSM).
• Conceptualise, analyse and evaluate needs of different programs; translate into actionable plans.
• Manage the partner program, governance for performance and effectiveness in meeting GDC requirements.
• Define KPIs for Partner Performance and monitor health of partnerships.
• Develop scope, deliverables, resources, timelines with stakeholders and cross-functional teams.
• Identify risks and opportunities across multiple projects; communicate status to leadership.
• Oversee onboarding initiatives and ensure alignment with product and CS teams.
• Collaborate with AI tools to personalize onboarding content and materials.
• Leverage AI analytics to improve onboarding health and time-to-value.
• Provide leadership to execute high-impact programs with significant scope and risk.

Skills

Program Mgmt

Executive Stakeholders

Agile/Scrum

JIRA

CRM Systems

Tools

JIRA

MS Project

Job description

Job Description

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.

Job Category

Operations

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.

Program Management Strategy & Operations Sr Manager

As a Program Management Strategy & Operations Sr Manager, your work will cut across areas of Strategy, Program planning, Operational excellence, Governance and Enablement. You will help in implementing Global business vision and strategy,

This position requires big-picture thinking, initiative, zeal, attention to detail, the ability to learn quickly, the capacity to handle internal and external relationships, the competence to work with senior executives, and excellent soft skills.

Work location: Bangalore/Hyderabad

Key Responsibilities

• Drive programs of strategic importance to Salesforce Customer success group(CSM)
• Conceptualise, analyse and evaluate the needs of different programs; make recommendations with business justification, and finally upon approval, forefront the programs
• Manage the partner program, running governance for their performance and effectiveness in meeting GDC requirements.
• Define KPIs for Partner Performance, report and track health of partnerships, implement strategies to derive the most effective outcome from partners.
• Work closely with Stakeholders, Sponsors, Cross-functional teams, to develop scope, deliverables, resources, timelines for the new initiatives
• Work with other program managers to identify risks and opportunities across multiple projects within the department
• Proactively Communicate status, risks, and issues to stakeholders and senior management.
• Analyze, evaluate, and overcome program risks, and produce program reports for managers and stakeholders
• Ability to identify all people or organizations impacted by the program, analyse customer expectations and impact on the project, and develop appropriate management strategies for actively engrossing collaborators in project decisions and execution.
• Understanding of Agile-certified Scrum processes, and current methods of coordinating Business & IT. Understanding of Scrum Master concepts and exhibits demonstrably the traits of a successful Scrum Master.
• Provide leadership to strategise and execute a variety of programs, services, and initiatives that are significant in scope, complexity, and risk
• Ability to build project timelines to plan and lead all aspects of and report progress within the project environment
• Work with vendors for handling programs relating to subcontractors
• Use AI tools to personalize plans based on customer segment, use case, and adoption data, ensuring a tailored and scalable onboarding experience
• Leverage generative AI to create and maintain onboarding materials, training content, and follow-up communications, adapting content quickly to product changes or customer needs
• Apply AI-driven adoption signals and health scoring to identify customers at risk of slow time-to-value and proactively adjust onboarding milestones or engagement cadence
• Collaborate with CS and product teams to surface onboarding insights from AI analytics, contributing to the continuous improvement of the onboarding program

Requirements

• 8+ years of Program Management experience and 14+ years of overall IT experience
• 5+years of exposure to Salesforce Projects/Products is a strong asset
• Ability to collaborate with senior executives and partner organizations, demonstrating strategic understanding of business needs
• Understanding of resource utilization and worked with strategies to get the right skills for the right projects.
• Hands-on experience with one or more CRM software products (Salesforce CRM, Siebel, Clarify, Vantive, PeopleSoft, NetSuite) would be a strong asset
• Hands-on experience with PM tools like JIRA / MS Project
• Adept in building presentations that enable communication of strategic direction across the organization
• Advanced Microsoft Excel skills (formulas, data cleansing, data manipulation)
• Ability to manage multiple projects/ programs and mentor new hires
• Experience using AI tools to create or personalize customer-facing content, such as training materials, onboarding emails, or guided learning paths
• Comfort working with AI-powered customer success platforms (e.g., Gainsight, Totango, ChurnZero) to track onboarding health and milestone completion
• Strong editing and quality review skills to ensure AI-generated content is accurate, on-brand, and appropriate for diverse customer audiences
• Adaptability to evolving AI toolsets and a proactive approach to incorporating new AI capabilities into onboarding workflows

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.

Accommodations

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