LandOffer
Business Operations Analyst
Job details
- Work mode
- Remote
- Employment
- Full-time
- Level
- Mid level
- Experience
- 3+ years
- Posted
- Nov 11, 2026
- Last confirmed open
- Nov 13, 2026
What you'll need to apply
Fields this application requires
Company-specific questions
- Do you have the unrestricted right to work in the country to which you're applying? (You must answer “No” if you are on any visa or possess any government issued work authorization document that has an expiration date; you should answer “Yes” if you have DACA or TPS authorization in the US)
- Government Employment: In the last 5 years, have you been an employee of a U.S. federal, state, or local government, including a "special Government employee" (defined under 18 U.S.C. §202), or a member of the U.S. Armed Services (including Reserve and Guard components)?
- I attest/confirm that I have no post-government employment restrictions currently applicable to me that have not already been addressed or disclosed in the previous questions, OR that if I am aware of any applicable restrictions, I will disclose them to the recruiter if contacted for further processing of my application. If I received written advice from my current or former government employer about work restrictions that are still active, I will provide it to the recruiter if contacted for further processing of my application.
- Are you currently or have you in the past been debarred, suspended, proposed for debarment or declared ineligible for award of a contract by any federal agency?
- As a U.S. company that exports software and technology internationally, we must comply with U.S. export control laws in every country where we operate. The information provided will be used to determine whether we need to obtain an Export Control License for your employment if you are hired. Are you a citizen, national or permanent resident of Iran, Cuba, North Korea or Syria?
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- I acknowledge that I have read, reviewed and answered the above questions truthfully and accurately. I further understand, and agree, that any offer of employment I may receive from Salesforce is conditional on the truth of the above statements and that, in the event it is subsequently determined that any of the above is inaccurate, any such offer of employment can be rescinded and, in the event I have commenced employment, such employment will be terminated, to the extent permitted by applicable law. Please select "yes" if you acknowledge.
About this role
What You'll Be Doing & Why It Matters
Global Technology Partnerships (GTP) is seeking a dedicated Business Operations Specialist to manage escalated operational support for our Independent Software Vendor (ISV) partners. This role will be a pivotal part of our newly relaunched escalated support efforts for our ecosystem of 7,500+ Independent Software Vendor (ISV) partners.
This involves rethinking the way we manage partners at-scale, finding ways to unlock "self-serve" for partners, and ultimately acting as the escalation point for complex or high priority cases. As the main escalation point, you will drive timely and high-impact solutions for our partners, ensuring seamless communication, efficient issue resolution, and a world-class partner experience.
In this role, you will be primarily focused on cases where automated support processes cannot resolve issues, ensuring that our highest priority ISV partners receive timely and effective operational support for complex challenges.
Working in close collaboration with Partner Account Managers and Technical Advisors, you will oversee escalations related to partner needs, such as: partner benefit offerings, partner access and tools, program questions, order and billing support, compliance initiatives and partner off-boarding.
You will also collaborate with the Scale Operations Escalation Leader to drive improvements to our "at scale" approach, continually finding ways to get partners the information they need when they need it, and ultimately driving down escalation volume across the ISV team.
Core Responsibilities & Scope
- Reactive Ecosystem Support: Provide timely, reactive support to address partner escalations within Salesforce's ISV ecosystem, ensuring critical issues are resolved quickly and effectively.
- Case Routing & Coordination: Manage the case routing, prioritization, and escalations process for ISV support cases, ensuring timely resolution within Salesforce's Partner Agreement SLAs.
- Operational Support & Communication: Deliver timely and clear communication to ISV partners on escalated case status, next steps, and resolution timelines.
- Escalation & Resolution Management: Serve as the primary point of contact for high-complexity or high-risk ISV partner escalations, coordinating efforts with Partner Account Managers and other internal Salesforce teams.
- Cross-Team Collaboration & Solution Seeking: Partner closely with internal teams, including Product, Technical Advisors, Legal, and Support, to align on escalated cases and develop holistic, scalable solutions for ISV partners.
- Process Optimization: Identify opportunities for process improvements within Salesforce's scale operations to streamline escalated support and improve partner satisfaction.
- Reporting & Documentation: Maintain accurate records of partner interactions, case details, and resolution steps; generate regular reports to analyze escalation trends and solution effectiveness. Document best practices and processes in Standard Operating Procedure (SOP) documents.
Minimum Requirements
- Experience: 3+ years in customer service, partner operations, or escalated support functions, preferably within a Salesforce or ISV support environment.
- Problem-Solving Skills: Demonstrated ability to analyze, creatively problem-solve, and resolve complex partner escalations.
- Communication Skills: Strong verbal and written communication skills, with an ability to convey technical and operational information clearly to ISV partners.
- Collaboration & Relationship Building: Proven ability to collaborate across departments and work closely with Partner Account Managers to support ISV partners effectively.
- Adaptability: Ability to thrive in a fast-paced environment and adapt to changing partner needs and business requirements.
- Technical Acumen: Familiarity with Salesforce's platform and ISV ecosystem is preferred, as well as an understanding of order and billing support and compliance requirements.
- Education: Degree or equivalent confirmed experience required. Experience will be evaluated based on the core proficiencies for the role (e.g. extracurricular leadership roles, military experience, volunteer roles, work experience, etc.).
Preferred Qualifications
- Experience with Salesforce CRM and case management tools.
- Knowledge of the ISV ecosystem and experience supporting operational requirements in a partner-centric model.