Description
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.
Description
The Problem and Root Cause Analysis Lead is responsible for defining and executing the vision, strategy, and roadmap for shared services problem management, aligning with overall business goals. This role is responsible for establishing, operating, and continuously improving enterprise frameworks for incident and problem management. The position leads deep-dive root cause analyses for high-impact and recurring issues, ensuring sustainable corrective actions are implemented to prevent recurrence. In addition, the role proactively identifies service vulnerabilities and systemic risks, driving preventative improvements that enhance service reliability, resilience, and customer experience.
Key Responsibilities
Establish, implement, and continuously improve standardized frameworks for incident, problem, and root cause management
Lead and facilitate deep-dive RCAs for major incidents and recurring issues, ensuring objective, data-driven outcomes
Analyze trends and patterns across incidents and service data to proactively identify vulnerabilities and emerging risks
Produce executive-level insights and recommendations on problem trends, risks, and service improvement opportunities
Drive post-incident reviews, lessons learned, and follow-up actions to completion
Define governance, metrics, and reporting to measure the effectiveness of problem management, RCA quality, and prevention efforts
Qualifications
10+ years of experience in Shared Services, Business Operations, or a related function within a high-growth enterprise technology environment
Expertise in risk assessment, root cause analysis, and trend analysis, with the ability to translate findings into actionable solutions.
Proven experience collaborating with cross-functional teams and managing stakeholders at all levels to implement solutions that enhance service delivery and improve customer experience
Excellent communication skills, with the ability to present complex risks and solutions to leadership and stakeholders.
Project management experience preferred