Description
About Employee Success at Salesforce
Employee Success (ES) is made up of HR professionals who come together to build Salesforce with a goal of helping every employee do the best work of their lives. Whether attracting top talent, building new programmes, or refining operations, Employee Success is passionate about designing and delivering a world-class employee experience — enabling Salesforce to deliver a world-class customer experience in the market.
Role Overview
As a Benefits Operations Specialist within Salesforce's People Services (Shared Services) function, your primary area of expertise is Benefits administration and employee support. You are the trusted first point of contact for employees and internal stakeholders on all benefits-related matters, applying best practices and consistent process design to ensure accurate and impactful delivery of benefit programmes, and resolution of cases.
Sitting within the broader ES Operations team, you contribute to operational goals and cross-functional initiatives as business needs evolve. This role combines deep benefits specialism with a collaborative, operationally minded approach — making you a key contributor to the continued development of a scalable, employee-centric shared services model.
Success requires providing expert benefits support; fostering strong vendor and stakeholder relationships; building deep process and technical knowledge; and demonstrating the flexibility and resilience typical of high-performing ES Operations professionals, all to contribute to overall organizational success.
Responsibilities
Benefits Administration
Act as the primary liaison between benefit vendors and Salesforce employees, interpreting and applying benefit programmes, Salesforce policies and practices, and relevant regulations to provide expert advice, guidance, and case resolution.
Function as a thought partner with global stakeholders to create seamless, end-to-end employee experiences for complex, high-visibility Benefits and Leave of Absence (LOA) programmes.
Leverage Confluence and Basecamp knowledge and Service Cloud case management to track, analyse, and report on benefit case trends, identifying and recommending solutions to support Tier 0 and Tier 1 resolution.
Consult with the Benefits Centre of Expertise (CoE), Payroll, ESBPs, and Salesforce legal counsel as necessary to resolve complex matters.
Assist the business in forming and improving process and systems solutions that embed scalable frameworks to satisfy both tactical and strategic business needs.
Maintain a high level of confidentiality in accordance with Salesforce data privacy standards.
Champion continued adoption of the shared services Tier 2 Benefits model, acting as an evangelist for best-in-class delivery.
ES Operations & Broader Team Contribution
Support ES Operations team priorities and cross-functional projects outside of benefits scope, as directed by your manager, to ensure operational continuity and team resilience.
Contribute to the development and maintenance of end-to-end SOPs and process maps in partnership with cross-functional stakeholders (Benefits, LOA, Payroll, Employee Relations, Legal/Compliance) to harmonise and standardise global operations.
Drive continuous improvement by identifying efficiencies, and exercising strategic judgment within broad policies to enhance employee experience and regional compliance.
Provide expert guidance to employees and managers on HR policies while championing Salesforce's vision, values, and culture through consistent policy interpretation and proactive recommendations.
Support special projects and programmes across the Hire-to-Retire lifecycle where benefits or operational expertise is required, including UAT participation, change management support, and stakeholder communications.
Train and enable People Services team members on new benefits-related processes and tools to embed changes effectively and build team capability.
Partner with the ES Operations team to identify and support operational and employee experience improvements using data-driven insights, AI, and automation opportunities.
Requirements
Experience & Education
Minimum 3 years' experience in human resources, including benefits administration and vendor management.
Bachelor's degree preferred, or equivalent professional experience.
Prior experience working in a shared services, People Services, or centralised HR function preferred.
EMEA benefits experience highly desirable.
Experience working in a high-volume, fast-paced environment, preferably within a high-growth technology company.
Skills & Competencies
Deep understanding of employee benefits programmes, policies, and regulatory requirements.
Adept at understanding stakeholder motivations and business needs; able to leverage inputs to influence decisions and improve service delivery.
Demonstrated ability to navigate ambiguity, manage multiple priorities, and thrive in a constantly changing environment.
Strong analytical skills with the ability to identify trends and translate data into actionable recommendations.
Ability to make decisions guided by policies, practices, procedures, and business plans.
Works both independently and collaboratively; receives moderate guidance on day-to-day work and deliverables.
Highly organised with outstanding time management and professional communication skills.
Resilient and highly adaptable; pivots seamlessly while maintaining strategic focus.
Technical Skills
Experience with case management systems; Salesforce Service Cloud experience highly desirable.
Workday experience is highly desirable.
Advanced proficiency in Google Suite and/or Microsoft Office.
Fluency in English (verbal and written); proficiency in additional European languages desirable.