Operations Senior Analyst (AMER HCM)

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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.

What You'll Be Doing & Why It Matters

We are looking for an Operations Senior Analyst (AMER HCM) to join the Global Professional Services Workforce Operations team!

Workforce Operations is the headcount and workforce engine for Professional Services. We govern headcount processes, forecasts, and status for ~10k Worldwide Professional Services employees, and drive insights and alignment across Finance, Business leaders, Employee Success (ES), and Recruiting.

Headcount Managers (HCMs) are critical to the success of Position Management at Salesforce and play a key role in executing their organization's annual workforce plan. As the in-region HCM business partner for AMER, you will be the go-to point of contact for AMER leaders during their workday. You'll govern headcount requests within our guardrails, guide Hiring Managers and Business Leaders through our HCM processes, and turn headcount data into insights that help the business plan and make decisions.

Our foundation is built and running: documented end-to-end HCM processes, a live headcount dashboard and forecast, and regular data audits. This role joins as the team moves from process execution to insight-led business partnership. You'll help define how we work, not just run it.

You will also contribute to critical Workforce Operations initiatives, including annual Go for Growth (G4G) new fiscal year planning, mid-year org changes, and hiring programs throughout the year.

Core Responsibilities & Scope

Business partnership & insights

• Act as the in-region HCM business partner for AMER Professional Services leaders, and as the bridge between the business, Finance, ES, and Recruiting.
• Drive insights to business leaders and key stakeholders: track headcount status against plan, flag trends and variances early, and give clear recommendations that inform decisions.
• Partner with Finance and Business Operations on headcount forecast and outlook, so hiring stays aligned to the financial plan.
• Support mid-year initiatives and hiring programs, and help stand up new or changing orgs.

Governance & headcount execution

• Manage the Workday queue for AMER headcount requests, including net-new positions, backfills, cost-impacting position and job requisition edits, and bulk position data loads.
• Govern incoming Workforce Operations requests to make sure they fit within our guardrails, and make sound decisions within those guardrails.
• Maintain the org's headcount plan through Workday position management: ad-hoc position creation, freeze/unfreeze or close positions, and regular audits of frozen and vacant positions.
• Drive data integrity across Workday and Org62 through recurring audits.
• Be trusted with access to sensitive cost data to help inform decisions.

Process, playbooks & automation

• Define and document HCM processes, and build playbooks for recurring use cases (e.g., hiring programs, org changes, job architecture shifts).
• Advocate for and implement process improvements, using Slack workflows, automation, and AI to reduce manual work and scale the function.
• Propose changes to systems and processes that address root causes, in partnership with the Workday Center of Excellence.

Collaboration

• Collaborate across a global team (AMER, EMEA, APAC) and with central specialists (forecast & insights, comp & data operations), cross-covering for each other as needed.
• Build strong, trusted relationships with Finance, Recruiting, ES, the Workday Center of Excellence, and business leaders.

Minimum Requirements

• 4+ years of professional experience in an analytical, operations, or strategy role.
• Strong problem solving: a track record of asking the right questions and developing solutions and recommendations.
• Critical thinking and the ability to make decisions within business guardrails.
• Excellent written and verbal communication, with the ability to explain complex issues simply and tailor insights to senior leaders.
• A collaborative, service-oriented partner who builds trust across teams and functions.
• Comfortable with changing requirements and priorities; able to proactively make and communicate progress with incomplete information.
• Ability to multitask effectively in a fast-paced, quickly changing environment.
• Ability to work independently and collaboratively in a dynamic environment.
• Experience with ad-hoc analysis and presentation requests.

Preferred Qualifications

• Experience in headcount management, position management, or workforce planning, ideally in Workday.
• Experience defining processes, building playbooks, or driving process improvement or automation (e.g., Slack workflows).
• Familiarity with CRM and Salesforce reporting, and advanced G Suite skills (Sheets, Slides, etc.).
• Excel, SQL, Tableau, Alation, Snowflake, or other business intelligence tools.
• Interest in applying AI to operational work.

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

If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form.

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Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.