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Job Category

Employee Success

Job Details

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.

About the Role

Employee Success People Services is evolving beyond traditional HR Shared Services. As we reimagine the employee experience in a digital-first world, we are strengthening our operations through knowledge-driven support, AI-enabled optimization, and content-led case deflection strategies.

We are seeking an ES Operations & Program Sr. Specialist with 4–5 years of HR operations or shared services experience. In this role, you will focus on core data queue management and daily operations across the EMEA region and globally, while contributing to strategic HR programs. Your initial flagship initiative will be helping lift and scale our support model into Poland, leveraging your background in Polish HR operations to ensure a successful go-live before taking on future regional and global programs.

Key Responsibilities

Poland Expansion (Phase 1: Primary Focus)

Go-Live Ownership: Serve as the regional lead supporting our upcoming Poland expansion, including policy reviews, process mapping, and go-live readiness.
Local Expertise: Apply Polish HR operations and labor law knowledge to ensure compliant, successful stand-up of support in the region.
Stabilization First: This is the role's top priority — once Poland support is stable, focus expands to the broader queue management and program responsibilities below.

Program Support & Strategic Initiatives (Phase 2: Once Poland Is Stable)

Scalable Program Delivery: Adapt and scale ES operations into additional EMEA markets and global strategic initiatives as programs evolve.
Subject Matter Support: Support regional processes, including leave of absence, benefits administration, and core time-off policies.

Knowledge Management & Digital Optimization

Self-Service & AI Integration: Champion case deflection by identifying knowledge gaps, authoring self-service articles, and leveraging AI-driven insights to reduce case volumes.
Complex Case Resolution: Confidentially manage escalated employee inquiries through tools including Salesforce Service Cloud, PeopleForce, and BaseCamp.
Process Enablement: Participate in UAT testing for tool and system enhancements, and train global team members on new processes and workflows.

Data Queue Management & Global Operations

Workday Administration: Execute complex Workday HCM transactions across the Hire-to-Retire lifecycle, maintaining high data integrity and compliance with local regulations.
Queue Optimization: Monitor queue performance metrics, resolve operational bottlenecks, and drive continuous workflow improvements.
Cross-Functional Collaboration: Partner with Recruiting, Payroll, Employee Relations, and Legal/Compliance teams to handle complex data scenarios and deliver seamless end-to-end service.
Recruitment Support Queue: Manage cases in the Recruitment Operations Queue and process related Workday transactions.
Background Investigations: Perform background investigation/adjudication and partner with Technology teams on system testing for enhancements.
Mobility Guidance: Support managers with compensation, relocation, and immigration guidance for personal and business-driven moves.

What We’re Looking For

Requirements (Must-Have)

Experience: 4–5 years in HR Operations or Shared Services, including prior experience supporting employees in Poland.
Language Skills: Fluency in Polish and English (written and spoken).
Systems Proficiency: Hands-on experience with Workday HCM and HR ticketing/case management systems (e.g., Salesforce Service Cloud or similar).
Regulatory Knowledge: Solid operational understanding of Polish labor law and HR compliance requirements.
Education: Bachelor’s degree or equivalent practical experience.

Preferred Qualifications (Nice-to-Have)

Knowledge Optimization: Experience writing knowledge base articles, driving self-service adoption, or managing HR documentation ecosystems.
AI & Automation: Familiarity with AI-powered support models, chatbot optimization, or HR process automation tools.
Global Support: Experience in fast-paced, multi-country HR environments with shifting program priorities.
Additional Languages: Proficiency in additional European languages is a plus.

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.

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Posting Statement

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ES Operations & Program Sr. Specialist - Polish speaking

Benefits

Job Description