Business Operations Analyst

Quick Facts

• Role: Business Operations Analyst (Operations)

Description

You will manage escalated operational support for Salesforce ISV (Independent Software Vendor) partners, serving as the primary escalation point for complex or high-priority cases where automated support cannot resolve issues. You will coordinate case routing and prioritization, communicate status and next steps to partners, and work with internal teams to drive timely, high-impact resolutions. You will also help improve scalable “at scale” operations, and report and document escalation trends and best practices.

Responsibilities

• Provide timely reactive support for partner escalations in the ISV ecosystem
• Manage case routing, prioritization, and escalation workflows to meet Partner Agreement SLAs
• Communicate escalated case status, next steps, and resolution timelines clearly to partners
• Lead high-complexity/high-risk ISV escalations in coordination with Partner Account Managers and internal teams
• Collaborate with Product, Technical Advisors, Legal, and Support to develop holistic, scalable solutions
• Identify process improvements to streamline escalated support and reduce escalation volume
• Maintain accurate records, generate regular reports, and document best practices in SOPs

Requirements

• 3+ years of experience in customer service, partner operations, or escalated support (ideally in a Salesforce or ISV support environment)
• Demonstrated ability to analyze and creatively problem-solve complex partner escalations
• Strong verbal and written communication skills
• Proven ability to collaborate across departments and build relationships with Partner Account Managers
• Adaptability in a fast-paced environment
• Technical familiarity with the Salesforce platform and ISV ecosystem is preferred
• Understanding of order and billing support and compliance requirements is preferred
• Degree or equivalent confirmed experience

Benefits

• Benefits include time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program.