Overview
The Operations Lead is responsible for supporting Salesforce instances for:
- Tax and Accounting (TAA), APAC
- Global Growth Market (GGM), China & India
- Health Legal & Reporting (HLRP), North America
This role is part of GBS ES (Global Business Services, Enterprise Systems) and oversees day-to-day operations of Salesforce instances, including managing releases, troubleshooting issues, and leading a team of support resources. The individual will work closely with business process owners and stakeholders to ensure Salesforce meets business requirements.
Key Responsibilities
- Support multiple Salesforce instances.
- Organize and attend relevant meetings (e.g., Change Advisory Board) to manage releases.
- Lead a team of support resources (approx. 6 internal / 6 external) and ensure all instances (including lower environments) run smoothly and efficiently.
- Troubleshoot and resolve issues, manage updates and upgrades, and ensure data accuracy.
- Collaborate with business stakeholders to understand needs and ensure Salesforce meets requirements.
- Act as the first point of contact for Salesforce operational issues.
- Provide training to business users.
- Manage team performance and drive improvements.
- Optimize staffing by leveraging internal and external resources.
- Support end users for systems directly owned and monitor service levels for delegated services.
- Implement and manage Disaster Recovery (DR) and other GBS IT initiatives.
- Manage and optimize Salesforce system performance.
- Work closely with other GBS teams (ETL, BI, QA, SAP, Automation, etc.).
- Ensure compliance with regulations and security standards.
Qualifications
- Education:
- Bachelor’s degree in Computer Science, Information Systems, or Business Administration (Master’s preferred).
- Experience:
- 6–10 years in IT or equivalent.
- Minimum 2 years managing operations teams.
- Proven experience in Salesforce operations management.
- Skills:
- Strong technical knowledge of Salesforce platform.
- Excellent leadership and team management skills.
- Strong problem-solving and analytical abilities.
- Effective communication (written and verbal).
- Experience in Agile methodologies.
- Familiarity with ITIL and IT service management best practices.
- Ability to adapt to changing requirements and work in a fast-paced environment.
- Highly organized, detail-oriented, and able to work under pressure.
Our Interview Practices
To maintain a fair and genuine hiring process, we kindly ask that all candidates participate in interviews without the assistance of AI tools or external prompts. Our interview process is designed to assess your individual skills, experiences, and communication style. We value authenticity and want to ensure we’re getting to know you—not a digital assistant. To help maintain this integrity, we ask to remove virtual backgrounds and include in-person interviews in our hiring process. Please note that use of AI-generated responses or third-party support during interviews will be grounds for disqualification from the recruitment process
Our Interview PracticesTo maintain a fair and genuine hiring process, we kindly ask that all candidates participate in interviews without the assistance of AI tools or external prompts. Our interview process is designed to assess your individual skills, experiences, and communication style. We value authenticity and want to ensure we’re getting to know you—not a digital assistant. To help maintain this integrity, we ask to remove virtual backgrounds and include in-person interviews in our hiring process. Please note that use of AI-generated responses or third-party support during interviews will be grounds for disqualification from the recruitment process.
Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.
