Job CategoryProgram & Project ManagementJob DetailsAbout SalesforceSalesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isnt a buzzword - its a way of life. The world of work as we know it is changing and were looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforces core values at the heart of it all.Ready to level-up your career at the company leading workforce transformation in the agentic era Youre in the right place! Agentforce is the future of AI, and you are the future of Salesforce.About SalesforceSalesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isnt a buzzword - its a way of life. The world of work as we know it is changing and were looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforces core values at the heart of it all.Ready to level-up your career at the company leading workforce transformation in the agentic era Youre in the right place! Agentforce is the future of AI, and you are the future of Salesforce.As the Weekend Manager, Escalations CIC, you will play a pivotal leadership role within the Critical Incident Center, owning weekend oversight for Salesforces Support organization while driving enterprise-wide critical incident response and escalation management.In this highly customer-focused and hands-on role, you will ensure flawless execution of corporate incident response playbooks, enabling the organization to operate as one unified team with a clear focus on rapid service restoration and minimal customer impact.Acting as the weekend operations lead across Support and CIC teams, you will hold end-to-end decision-making authority to manage incidents and escalations, support frontline teams, and drive customer-impacting cases to timely resolution. You will execute the Weekend Leadership program through strong planning and operational rigor, while flexing between directive and collaborative leadership styles based on situational demands. Success in this role requires building and sustaining strong cross-functional partnerships across Support (all cloud products), Customer Success, Engineering (including Site Reliability, Customer-Centric Engineering, Technology Communications, and Readiness), Security, Sales, Consulting, QA, Program Management, and Product Management etc.You will bring a proven ability to engage with customers and executives, lead through high-pressure scenarios, and navigate ambiguity with composure, while maintaining a strong focus on prevention by leveraging insights from incidents and driving initiatives that reduce recurring customer impact. Additionally, you will partner with leadership to ensure seamless follow-the-sun weekend coverage through effective workforce planning.Shift Timings: The candidate should be comfortable working weekend shifts (Friday-Monday). Standard start times align to APAC (5:30 AM IST) and EMEA (12:30 PM IST) coverage, with flexibility required as timings may evolve based on business needs.Key Responsibilities:Own the weekend leadership for Salesforces Support Management and the Corporate Incident Response.Hands-on escalation manager for all clouds for all Sev 1s and urgent Sev 2s. Ensure they are being worked by the appropriate teams and assist as needed.Own and engage in the Critical IncidentsRepresent Salesforce on customer bridges and webinars.Lead the weekend support function to achieve business objectives, including achieving the target for customer satisfaction, employee satisfaction, service levels, resolution time, and project deadlines.Work with the Pillars to analyze case and incident trends for continuous improvement.Engage with stakeholders to drive operational excellence through the weekendDrive consistently high levels of internal/external customer satisfaction.Become a trusted partner for other agencies such as Infrastructure, Engineering, Operations, Technical Support, Customer Success, Industry and Partners, and Sales Leadership to assure company-wide alignment across the business.Continuously raise the bar on customer service delivery excellence.Experience / Skills Required:8 years of experience in support management, escalation management, and incident response in a high-growth software/hardware technology organization.Highly collaborative and diplomatic curious, patient, open, and honest able to develop strong working relationships across matrixed teams.Exceptional C-Level written and verbal communication skills can create and tailor communications appropriate for the audience and the situation.Strong team player with a service-oriented attitude and a keen focus on enhancing customer experience.Focused on quality of service, process development with continuous improvement.Preemptive problem-solver engaged both strategically and tactically.Strong cloud and infrastructure technology and delivery experience.Strong escalation management experience with multiple stakeholders, including customers and product teams.Understanding of Salesforce product offerings is strongly preferred.Intense operational rigor and effective project management skills able to lead cross-functional collaboration to achieve results.Strong customer-facing experience, bridge management, Incident CommandSelf-motivated takes the initiative, assumes ownership, and runs programs with minimal supervision.Deliver operational reports that provide qualitative and quantitative analysis of business performance.Specific Skills:Customer-centric demeanour and focus on providing best-in-class service for customers and partners.Familiarity with incident management frameworks (ITIL, NIMS, NIST, SANS, etc.)Performs with a high level of operational urgency to maintain calm and work closely with a team and partners during a critical situation.Ability to lead and drive resolution remotely as an incident commander with excellent executive communications and cross-functional collaboration.Must have expertise in handling enterprise-level issues, including leading, prioritizing, and delegating multiple critical issues at once.Has experience collaborating and communicating on an executive level.Flexibility, integrity and creative problem-solving skills are prerequisites to be successful in this role.Must be technically literate and articulate technical issues in a relevant way to both engineers and executive-level management. Deep technical knowledge of multi-tenant, cloud systems, and highly sophisticated infrastructure is highly desirable.An influential teammate who builds good working relationships across all functions within the Critical Incident Center and our partners. Demonstrates developing and maintaining productive relationships across organizations to complete business objectives.Excellent project management skills, including the ability to influence other teams to lead projects.Unleash Your PotentialWhen you join Salesforce, youll be limitless in all areas of your life. Our benefits and resources support you to find balance and, and our AI agents accelerate your impact so you can. Together, well 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 whats possible - for yourself, for AI, and the world.AccommodationsIf you need a reasonable accommodation during the application or the recruiting process, please submit a request via this .Please note that Salesforce uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates resumes and qualifications throughout the recruiting process. Humans will always make any candidate selection and hiring decisions. Please see our for more information about how we use your personal data and your rights, including with regard to use of AI tools and opt out options.Posting StatementSalesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace thats inclusive, and free from discrimination. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications - without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.