Salesforce Service Operations Manager

About the Company

Responsibilities

• ● Company Description
• ● Sectigo is the most innovative provider of certificate lifecycle management (CLM), delivering solutions that help the world's largest brands simplify how digital trust is managed and scaled. Sectigo's automated, cloud-native CLM platform issues and manages digital certificates across enterprise environments, enabling organizations to reduce complexity, accelerate time to value, and strengthen security across environments. Sectigo is one of the largest, longest-standing, and most reputable CAs with more than 700,000 customers, including 65% of the Fortune 500. Sectigo holds six combined active leadership seats in the CA/Browser Forum and ETSI and brings two decades of delivering unparalleled digital trust.
• ● Simplicity at Scale.
• ● How we show up with each other and our customers every day is just as important, and we win as OneSectigo by living out our core values - Support, Excellence, Communication, Teamwork, Integrity, Growth and Openness. We are committed to investing in our diverse teams where everyone understands their role and how they support our strategic goals, we drive operational excellence through scale and efficiency, and we strive to delight our customers and become the market leader in our industry. If you aspire to join a driven team that holds each other accountable to meeting our lofty goals and you'd like to be part of our growth story in delivering a market leading user experience, we'd like to talk to you.
• ● Job Description
• ● The Salesforce Service Operations Manager is a hands-on operational leader responsible for driving strategic process improvement initiatives across Service Delivery, with a strong focus on customer support operations, service performance, scalable workflows, Salesforce Service Cloud and Salesforce Community best practices, and measurable customer and partner outcomes. Reporting directly to the Vice President of Service Delivery, this role will have high visibility across the business, including exposure to executive leadership, and will play a meaningful role in improving team performance, operational efficiency, and the experience of customers, partners, and support agents.
• ● This individual will partner cross-functionally with Support, Validation, Onboarding, Professional Services, and Customer Success to extract business requirements, translate them into practical and scalable operating models, and lead initiatives from concept through execution. This is not a purely advisory or design-focused role; the successful candidate will be expected to execute Salesforce project work directly where appropriate, own the delivery of agreed objectives, and remain accountable for the business impact of the work. A key focus will be deploying Salesforce best practices across Service Cloud and Salesforce Community to simplify the agent experience, improve customer self-service, increase process visibility, and ensure scalable support operations. The ideal candidate has built and supported customer-facing service teams in fast-paced environments, is comfortable operating in a target-rich environment, and brings an 80% today over 100% tomorrow mindset to deliver meaningful progress without waiting for perfect conditions.
• ● Here are the core functions, responsibilities, and expectations for this role:
• ● Lead strategic process improvement initiatives across Service Delivery, with a focus on customer support operations, partner support, escalation management, workflow efficiency, and measurable service outcomes.
• ● Partner directly with the Vice President of Service Delivery to identify operational priorities, define execution plans, and drive initiatives that improve team performance and customer experience.
• ● Work cross-functionally with business leaders to gather requirements, align stakeholders, and translate business needs into scalable operational processes and Salesforce-enabled solutions, including hands-on execution of approved project work where appropriate.
• ● Design and improve support and service delivery workflows that increase efficiency, reduce friction for agents, and provide clear visibility into key milestones, ownership, bottlenecks, and outcomes.
• ● Develop and maintain Salesforce reporting, dashboards, and operational analytics that enable leadership visibility into performance, workload, process health, SLA adherence, customer experience, and improvement opportunities.
• ● Deploy and execute Salesforce Service Cloud and Salesforce Community best practices to improve case handling, agent productivity, customer self-service, knowledge accessibility, partner engagement, and the overall support experience.
• ● Own Salesforce-related project execution from requirements through delivery, including configuration support, reporting changes, process updates, stakeholder coordination, user enablement, and measurement of post-implementation impact.
• ● Lead effective project meetings, working sessions, and stakeholder reviews by setting clear agendas, driving decisions, documenting action items, and maintaining momentum through execution.
• ● Evaluate current-state processes, identify gaps and improvement opportunities, and implement practical solutions that balance speed, scalability, adoption, and operational impact.
• ● Support change management by helping teams adopt new workflows, tools, reporting practices, and operating rhythms while ensuring changes are clearly communicated and easy to follow.
• ● Bring a practical, action-oriented approach to execution, prioritizing measurable progress and business impact in a fast-moving environment with many competing opportunities.