Description

As a key member of Salesforce’s Employee Success –LATAM ES Ops team, this role shapes a world-class employee experience. Sitting within a dynamic and innovative HR organization, the Operations Specialist leverages Salesforce technology and strong cross-functional partnerships to deliver scalable, employee-centric solutions across regions.

In this role, you will support Salesforce’s global transformation, driving process excellence, compliance, and continuous improvement while providing operational support to our Centers of Expertise. You will be a go-to specialist for complex ES Operations processes and other key aspects of the employee lifecycle, ensuring policies are applied with care, accuracy, and empathy.

Success in this position means thriving in a fast-paced environment, managing highly sensitive information with discretion, and acting as a proactive teammate who enjoys solving complex problems in an ambiguous environment. If you are highly organized, detail-focused, and excited by technologies like AI, you will have the opportunity to reimagine how HR operations work and help transform how every employee experiences their lifecycle at Salesforce.

Project Management

• Lead and support special projects and programs across the Hire-to-Retire lifecycle (e.g., GLobal Work Authorization, Global Mobility, Separations, etc), including reviewing BRDs, conducting UAT, driving change management, and managing stakeholder communications (including vendor updates).
• Partner with the team to proactively identify and deliver operational and employee experience improvements using AI, automation, RPA, and data-driven insights.
• Contribute to post-project hypercare and stabilization plans to ensure smooth transitions, timely issue resolution, and strong adoption of new solutions.
• Train and enable People Services team members on new processes, procedures, and tools to embed changes effectively and build team capability.
• Build trusted, consultative relationships with operational management and Employee Success partners at all levels to align on process, policy, and operational impacts.
• Support development and maintenance of end-to-end SOPs and process maps in partnership with cross-functional stakeholders (Benefits/LOA, Payroll, Employee Relations, Legal/Compliance) to harmonize and standardize global operations.

Employee Support and Case Management

• Deliver frontline support to prevent, resolve, and refer employee questions or concerns across Global Work Authorization, Global Mobility and Separations, acting as the trusted first point of contact for HR inquiries.
• Serve as liaison between ES Operations vendors and Salesforce employees, while functioning as the primary escalation point for specialists, managers, and other stakeholders.
• Act as subject matter expert on related policies and regulations, interpreting Salesforce practices to provide expert advice, guidance, coaching, and case management for complex individual scenarios.
• Partner with global stakeholders as a thought leader to design seamless, end-to-end experiences for high-visibility that prioritize employee experience.
• Develop, implement, and continuously improve internal team procedures, conducting regular audits to ensure full compliance with Salesforce policies, procedures, and current legislation.
• Drive compliant, scalable processes through proactive documentation, process harmonization, and opportunity identification.
• Requirements and Qualifications

Education and Experience:

• Project Management experience is required.
• Minimum 3 years’ experience in human resources, including Global Work Authorization, Global Mobility and Separations & vendor management.
• Experience of ES Operations across LATAM desirable.
• Prior experience in HR operations, shared services organization, or a centralized HR function preferred.
• Experience working in a high volume, fast-paced environment, preferably in a high growth technology company.
• A strong track record in implementing or assessing technologies such as AI, RPA, chatbots or advanced analytics in HR/operations is highly desirable.

Technical Skills:

• Advanced knowledge in Excel and/or other spreadsheet applications
• Experience with case management systems and Workday is highly desirable.
• Advanced knowledge and experience with Google Suite.
• Fluency in English, both verbal and written; proficiency in Portuguese is highly desirable.

Core Competencies:

• Demonstrated ability to successfully navigate ambiguity, manage multiple priorities, and thrive in a constantly changing environment.
• Highly resilient and adaptable, with a proven ability to pivot and perform effectively in a rapidly changing environment.
• Strong analytical and quantitative skills.
• Outstanding time management and professional communication skills.
• Exceptional verbal and written presentation skills, including the ability to craft materials for audiences at all levels of the organization.
• Able to work both independently and collaboratively, effectively managing day-to-day work and deliverables with moderate guidance.