Own weekend oversight for Salesforce’s Support organization while driving enterprise-wide critical incident response and escalation management
Job Summary
Own weekend oversight for Salesforce’s Support organization while driving enterprise-wide critical incident response and escalation management.
Ensure flawless execution of corporate incident response playbooks, enabling the organization to operate as one unified team with a clear focus on rapid service restoration and minimal customer impact.
Partner with leadership to ensure seamless follow-the-sun weekend coverage through effective workforce planning.
Matching Summary
Own weekend oversight for Salesforce’s Support organization while driving enterprise-wide critical incident response and escalation management.
Skills & Requirements
Must-have
Critical Incident Response
Escalation Management
Weekend Operations Lead
Cross-functional Partnerships
Customer-Facing Experience
High-Pressure Scenarios
Nice-to-have
AI CRM Expertise
Continuous Improvement Focus
Service-Oriented Attitude
Strategic and Tactical Problem-Solving
Key Requirements
8+ years of experience in support management
Experience in escalation management
Experience in incident response
Strong cloud and infrastructure technology experience
Strong escalation management experience with multiple stakeholders
Experience collaborating and communicating on an executive level