Job Category
Employee Success
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.
**Role Overview**
- The **VP, Employee Success People Services**will lead a global team of high-performing professionals across Tier 1, and 2 services, driving operational excellence, scalability, and a premier employee experience. This leader will champion continuous improvement initiatives and leverage innovative technology—including **AI-powered Agentforce**—to redefine service delivery. Reporting to the VP of Employee Success Integral Operations, this role will shape and execute a transformative shared services strategy that aligns with the organization’s growth and maturity.
- As we evolve our operating model, the VP will optimize the integration of Tier 0 (self-service and automation), Tier 1 (initial employee interactions), and Tier 2 (specialized support) services while fostering collaboration with Centers of Expertise (COEs). This individual will drive results by delivering efficient and effective employee services globally.
**Key Responsibilities**
**Service Design and Optimization**:
- Establish and refine service standards for Tier 1, and 2 People Services, ensuring alignment with business needs and employee expectations.




- Drive adoption of **AI Agentforce**to enhance self-service capabilities and empower teams with intelligent solutions for complex inquiries.
**Employee-Centric Service Delivery**:
- Build a seamless, integrated experience across all tiers of People Services to meet employees where they are with solutions tailored to their needs.
- Identify and implement innovative initiatives that enhance the employee journey while delivering measurable business impact.
**Operational Excellence**:
- Lead operational reviews to ensure service levels and outcomes go above and beyond, addressing issues efficiently and in line with organizational policies.
- Analyze and act on data from all tiers to identify trends, resolve difficulties, and drive continuous improvement.
**Collaboration and Relationship Building**:
- Partner closely with COEs and Employee Success Business Partners to align service delivery with broader ES (HR) strategies.
- Develop influential relationships with internal team members to deliver tailored solutions that drive organizational success.
**Team Leadership and Development**:
- Manage, motivate, and coach a global team, instilling a culture of excellence, execution, and accountability.
- Invest in employee growth by providing coaching, feedback, and development opportunities across all tiers of service delivery.
- Continue to build and scale teams in hub locations including Mexico, Ireland and India.
**Technology and Process Innovation**:




- Champion the integration of **AI Agentforce**and other technologies to enhance service capabilities and unlock efficiencies.
- Lead process improvement initiatives to improve efficiency, optimize resource allocation, and deliver exceptional service quality.
**Resource Management**:
- Set priorities and allocate resources effectively across Tier 1, and 2 teams to meet global demands and achieve strategic objectives.
- Oversee issue resolution processes to maintain service continuity and high standards of employee satisfaction.
**Qualifications and Experience**
**Required Qualifications**:
- Bachelor’s degree in Human Resources, Business Administration, or a related field.
- 10+ years of progressive HR experience, including building out shared services or HR operations roles.
- Proven success in managing Tier 0, 1, and 2 People Services functions in a global, matrixed environment.
- Expertise in HRIS systems, with strong preference for Workday experience.
- Demonstrated ability to create and operationalize a customer-centric vision, achieving buy-in and collaboration across multiple team members.
- Proven leadership experience, including building, developing, and inspiring high-performing global teams.
- 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 in a multi-country context.
**Why Join Us?**
- Lead a global function that is redefining employee experience through innovation and excellence.
- Join a collaborative, inclusive organization committed to continuous improvement and growth.
- Be at the forefront of transforming People Services with innovative technology, including **AI Agentforce**, while driving op

📌 Vp - Es Global People Services (Ciudad de México)
🏢 Salesforce
📍 Ciudad de México