Senior Business Process Lead

Salesforce

Strategic lead for BPO performance optimization at Salesforce. Responsible for managing vendor relationships and ensuring capacity aligns with sales demands, driving process improvements.

Posted 4/16/2026full-timeChicago • California, Illinois, New York, Texas • 🇺🇸 United StatesSenior💰 $143,400 - $216,900 per yearWebsite

About the role

Key responsibilities & impact

Monitor and manage BPO service level agreements (SLAs) and key performance indicators (KPIs)
Lead regular business reviews to discuss performance trends, financial health, and long-term scaling strategies
Analyze case volume trends to predict staffing needs
Design and implement quality-checking mechanisms
Identify process bottlenecks and streamline hand-off between internal teams and BPO partners
Lead implementation of new tools or procedural updates

Requirements

What you’ll need

Strong analytical skills
Relationship management expertise
Operational excellence experience
Vendor management experience
Knowledge of BPO ecosystem
Six Sigma or Lean methodologies familiarity
Change management skills

Benefits

Comp & perks

time off programs
medical
dental
vision
mental health support
paid parental leave
life and disability insurance
401(k)
employee stock purchasing program

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

analytical skillsvendor managementBPO ecosystem knowledgeSix SigmaLean methodologieschange management

Soft Skills

relationship managementoperational excellenceleadershipcommunication