Weekend Senior Manager, Escalations

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Job Category

Program & Project Management

Job Details

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.

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. 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.

About the Role

We are seeking a dynamic and experienced Senior Manager to lead the APAC weekend escalations team within Salesforce's Critical Incident Center. This role leads a team of Weekend Escalation Managers who drive Sev-1 escalations for our customers and partners from an incident command perspective across all Salesforce clouds, operating within a Friday–Monday, 12-hour shift window (5:30 AM – 5:30 PM IST).

This is a highly visible, customer-focused people leadership role. The Senior Manager will guide Escalation Managers and ICs on customer Sev-1s, collaborate with Technology & Products (T&P) on highly escalated issues, join customer bridges as required, and drive cross-cloud collaboration across the APAC geo. The ideal candidate brings extensive Technical Support leadership or Escalation Management experience, preferably supporting global clients in a cloud or software environment. Knowledge of Salesforce Core or Marketing Cloud and experience working on prevention and self-help initiatives is strongly preferred.

This role is part of Salesforce's 24x7 Support Hub. The candidate must be ready to work the designated weekend shift and be flexible to adjust based on business requirements from time to time.

Experience / Skills Required

Minimum of a Bachelor's degree is mandatory

Minimum of 10+ years leading technical support or incident command related professionals in a cloud or software environment

Demonstrated people leadership experience including performance management, coaching, and talent development of ICs and Managers

Excellent written and verbal communication skills with the ability to tailor messaging from frontline engineers to C-suite executives

Ability to successfully communicate and coordinate with departments across the organization including Support, Sales, Consulting, CSM, QA, Program Management, and Product Management

Functional or technical Salesforce application knowledge; ability to understand customer implementation of Salesforce technologies and drive the team to predict and prevent issues

Strong analytical mindset with excellent operational skills and the ability to develop creative business solutions for complex problems

Ability to attract, hire, and retain high-performing support professionals

Demonstrate strong work ethic, advanced organizational skills, and the ability to work effectively in a fast-paced, matrixed global environment

Detailed Role & Responsibilities

Embody Salesforce values and provide exemplary leadership to a team of Escalation Managers and Senior Analysts across the APAC weekend shift

Manage the support teams to achieve business objectives including targets for customer satisfaction, employee satisfaction, service levels, resolution time, and project deadlines

Set team goals in alignment with Global CIC objectives; assist direct reports in the definition and attainment of individual goals

Ensure direct reports have the resources, information, and processes necessary to deliver effective incident command and technical solutions to customers

Deliver performance reviews for all direct reports and provide regular feedback on performance and employee development goals

Hire and coach world-class talent and manage performance in a way that allows people to do the best work of their careers while ensuring meaningful growth opportunities

Serve as the senior incident command authority for the APAC shift — guiding ICs and Escalation Managers on active Sev-1s across all Salesforce clouds; join customer bridges and executive calls as required

Collaborate with T&P on highly escalated issues; drive cross-cloud and cross-functional alignment during active incidents

Manage workflows, shift schedules, and PTO coverage for direct reports, ensuring zero-gap APAC coverage across all four shift days

Deliver regular reports that provide qualitative and quantitative descriptions of business performance for CIC leadership

Manage key processes including case reviews, FAQ analysis, and customer feedback analysis; develop and maintain support procedures and policies

Advocate for customers and define ways to continually add value to the customer experience

Serve as a mentor, knowledge resource, and escalation point for the team; build credibility and trust within the support group

Effectively represent the CIC department on cross-organizational teams to deliver on organizational objectives

Take up and deliver on any other responsibilities as assigned from time to time by the reporting manager or CIC leadership

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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