ES Operations & Program Specialist EMEA

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About Salesforce

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.

Employee Success People Services is evolving beyond traditional HR Shared Services. As we reimagine employee experience in a digital-first world, we're enhancing our services through knowledge-driven support, AI-aligned optimisation, and content-led case deflection strategies.

We are seeking a passionate Employee Success Specialist with 3–4 years of experience in HR operations or shared services. This role will primarily focus on data queue management and support, while also providing cross-functional assistance across ES Operations and project initiatives as needed.

As a key member of Salesforce's Employee Success – Global ES Operations team, you will leverage Salesforce technology and strong partnerships to deliver scalable, employee-centric solutions. You'll support our global Hire-to-Retire transformation while serving as a specialist for complex Leave of Absence, Benefits, and employee lifecycle processes.

Data Queue Management & Global Operations:

• Workflow Optimization: Manage and optimise data queue workflows to ensure timely processing and accuracy

• Transaction Processing: Execute complex Workday transactions for employee data updates, ensuring data integrity and local regulations and requirements

• Performance Monitoring: Monitor queue performance metrics and identify bottlenecks or improvement opportunities

• Data Integrity: Support data integrity initiatives and maintain high standards for employee information processing

• Process Standardisation: Collaborate with ES Operations teams on queue optimisation and process standardisation

• Cross-Functional Partnership: Collaborate with cross-functional stakeholders including Recruiting, Payroll, Employee Relations, and Legal/Compliance teams to create seamless end-to-end employee experiences through proactive process optimisation, timely transaction processing, and expert guidance on complex data scenarios

• Critical Program Support: Partner with the People Specialist team to support employees through critical programs and organisational transformations, ensuring sensitive case management and continuity of service

• Scalable Program Delivery: Adapt and scale ES operations into additional EMEA markets and global strategic initiatives as programs evolve.

• Process Enhancement: Support projects enhancing case handling efficiency and AI tool integration

• Subject Matter Expertise: Serve as SME in core HR processes including time off, benefits, and Workday transactions

• Self-Service & AI Integration: Champion case deflection by identifying knowledge gaps, authoring self-service articles, and leveraging AI-driven insights to reduce case volumes.

• Complex Case Resolution: Confidentially manage escalated employee inquiries through tools including Salesforce Service Cloud, PeopleForce, and BaseCamp.

• Process Enablement: Participate in UAT testing for tool and system enhancements

• Education: Bachelor's degree required

• Experience: 3–4 years HR operations or shared services experience

• Analytical Skills: Strong analytical skills with data queue management experience preferred

• System Knowledge: Proficiency in Salesforce Service Cloud, Workday HCM, or similar systems

• Process Excellence: Excellent attention to detail and structured approach to process delivery

• Communication: Strong communication skills with customer-first mindset

• Knowledge Optimization: Experience writing knowledge base articles, driving self-service adoption, or managing HR documentation ecosystems.

• AI & Automation: Familiarity with AI-powered support models, chatbot optimization, or HR process automation tools.

• Global Support: Experience in fast-paced, multi-country HR environments with shifting program priorities.

• Additional Languages: Proficiency in additional European languages is a plus.

Unleash Your Potential

When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.

Accommodations

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