Salesforce

Senior Business Process Lead

Salesforce

full-time

Posted on:

Location Type: Hybrid

Location: Chicago • California • Illinois • United States

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Salary

💰 $143,400 - $216,900 per year

Job Level

Senior

About the role

  • 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

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

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
analytical skillsvendor managementBPO ecosystem knowledgeSix SigmaLean methodologieschange management
Soft Skills
relationship managementoperational excellenceleadershipcommunication