Operations Associate - System Admin & AI

The Opportunity

This is a pivotal opportunity to drive the tactical execution of Post Sales operations, directly impacting our efficiency and customer experience. 

You will play a crucial role in configuring processes and generating insightful reports, becoming an indispensable asset to our customer-facing teams. This role offers the unique chance to shape operational excellence at the ground level, growing your expertise in system administration and data analysis while exploring the future of AI in operations.

What You'll Do

In this early-career operations role, you will be at the forefront of executing essential system enhancements and resolving process issues that directly support our customer experience teams. Your day-to-day will involve hands-on adjustments to existing processes and systems, ensuring seamless operations for critical post-sales activities. 

You'll proactively address access needs and implement minor yet impactful changes, acting as a vital support system that keeps our operations running smoothly and efficiently. This role emphasizes practical, tactical execution, allowing you to service our CX teams by making tangible improvements to their systems and workflows, ultimately streamlining their interactions and improving overall operational flow.

The Skills You'll Have

Technical Aptitude

• Leverage your experience with custom objects to optimize data structures within Salesforce.

• Design and configure impactful reports and dashboards to visualize key operational metrics.

• Develop and implement Salesforce Flows, triggers, and notifications to automate critical processes.

• Hold Salesforce Administrator and/or Developer certifications, demonstrating advanced platform expertise.

• Possess the ability to read and update APEX code for salesforce processes, extending platform functionality.

Priority & Process Management

• Effectively manage multiple concurrent requests for system enhancements and bug fixes, applying best practices.

• Proactively identify and overcome roadblocks to ensure timely resolution of operational needs.

• Demonstrate clear examples of vetting and prioritizing operational requests, ensuring alignment with business objectives.

• Own the end-to-end process for operational updates, from initial vetting and prioritization through configuration and enablement.

• Provide concrete examples of managing the entire lifecycle of operational enhancements and bug fixes, showcasing full ownership.

AI Curiosity & Entry-Level Automation Aptitude

• Utilize AI chat tools to inform troubleshooting strategies for platform issues.

• Apply AI-driven insights to guide basic system configuration requests effectively.

• Clearly articulate your process for integrating AI tools into your daily platform administration tasks.

• Demonstrate experience building AI-assisted automations or agents in a professional context.

• Thoroughly describe your process for generating and testing AI-driven troubleshooting and configuration recommendations.

Communication & Documentation (Internal/External)

• Exhibit strong communication skills, effectively conveying technical information to diverse audiences.

• Articulate clear processes for collaborating with stakeholders on operational requests and changes.

• Demonstrate a systematic approach to gaining consensus and approval for proposed system modifications.

• Define and implement strategies for clarifying requests through seamless collaboration with internal teams.

• Proactively manage internal stakeholders and meticulously maintain playbook updates for process consistency.

• Master the existing Salesforce environment, executing routine process modifications and data collection enhancements using OOTB functionality for customer-facing teams.

• Successfully develop and update core Salesforce reports and dashboards, providing initial insights into team performance and operational gaps.

• Establish collaborative workflows for vetting and prioritizing incoming operational requests, ensuring a clear understanding of needs before execution.

• Independently manage a pipeline of operational requests, from initial clarification to successful execution and documentation, demonstrating end-to-end ownership.

• Proactively identify opportunities to enhance Salesforce data integrity and account management processes, implementing solutions that improve efficiency for customer-facing teams.

• Leverage your AI curiosity to explore and propose initial applications of AI tools within Salesforce administration, focusing on troubleshooting or basic configuration optimization.

• Become the go-to expert for Salesforce tactical operations, consistently delivering high-quality process modifications and insightful reporting that directly address business performance and customer experience needs.

• Champion data-driven decision-making by evolving Salesforce reporting capabilities, enabling leadership to proactively identify and resolve operational business improvements.

• Lay the groundwork for your growth into an Operations Analyst by deeply understanding end-user requirements, contributing to initial project development phases, and informing future system design.