Senior Director, Employee Success Operations

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

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.

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.

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.

• Ability to create and operationalize a customer-centric vision, achieving buy-in and collaboration across multiple regional teams.

• Proven leadership experience, including building, developing, and inspiring high-performing teams in a regional context.

• Strong focus on employee development and a track record of fostering a culture of accountability and innovation.

• Comprehensive understanding of HR Shared Services models and best practices, with specific knowledge of US and Latin American HR regulations and practices.

Accommodations

If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form.

Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that's inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications - without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.