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Common mid-level title, metro location, broad skillset and 5+ years requirement increase applicant competition.
Customer operations skills transferable across industries, though Service Cloud and EHS SaaS context adds moderate specialization.
Mandatory 5+ years and Service Cloud plus KPI/SLA expertise create stringent shortlisting filters.
Lead and continuously improve global customer support operations to enhance efficiency, service quality, and customer satisfaction.
Own the operational roadmap and implementation of Salesforce Service Cloud, ensuring alignment with support processes and technology enhancements.
Develop and govern knowledge management, KPI/SLA reporting, and cross-functional operational frameworks to enable scalable and data-driven support delivery.
Minimum 5 years' experience in Customer Operations, Support Operations, or Service Delivery roles.
Proven experience with process improvement, operational reporting (KPI, SLA, CSAT, NPS), and governance frameworks.
Experience working with Salesforce Service Cloud or similar customer service platforms.
Notice period: Not explicitly mentioned in the JD.
Experienced in managing complex, global customer support operations with cross-functional stakeholder collaboration.
Strategic leader with strong skills in operational excellence, data-driven decision making, and technology enablement (especially Salesforce Service Cloud).
Capable of driving organizational change, implementing SOPs, and scaling support functions leveraging AI and automation readiness.