Agentic People Service Lead, Employee Success Operations - APAC (Individual Contributor)

Salesforce · Software & Internet

India - Hyderabad
On-site
Posted today
Apply by 28 Oct
Operations & Supply Chain

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About the job

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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.

The Agentic People Experience & Automation Hub (APEX) is the regional engine of Salesforce’s Global People Services & Operations, delivering an end-to-end hire-to-retire employee experience. Operating under Salesforce’s "Customer Zero" model, APEX leverages cutting-edge technology and AI agents to automate routine inquiries, empowering our team to focus on high-impact, complex resolution and high-touch support.

As an Agentic People Service Lead, Employee Success Operations - APAC, you sit at the strategic intersection of Tier 2 (T2) operational execution—spanning Benefits, Leave of Absence, Time Tracking, and Employee Relations—and regional project management. Beyond core case management, you will lead critical regional initiatives, incident responses, and compliance communications, collaborating closely with Benefits, Legal, Employee Success Business Partners, Employee Relations, and DET. Based in Hyderabad (hybrid), you will support ANZ, ASEAN and India, with working-hours overlap across APAC time zones and occasional regional travel as needed.

This is an individual contributor role with no direct reports. You'll lead through influence, coaching peers, owning projects and acting as a delegate for the Manager.

The ideal candidate brings an AI-first mindset, exceptional organizational and communication skills, and an eagerness to lead in a fast-paced environment. You are a trusted partner capable of building cross-functional relationships at all levels, managing highly confidential HR matters with complete discretion, and driving continuous operational innovation across the region.

What You'll Actually Be Doing

ES Business Operations

Oversee daily case and inquiry handling for APAC region, covering queue health, SLAs, escalations and quality.

Mentor and guide People Specialists on complex cases, share best practices and help maintain case quality, without formal line management

Partner with the Manager to run team rhythms (huddles, workload allocation, coverage planning, handoffs) and act as delegate when the Manager is out of office.

Identify trends in cases and recommend knowledge-article, process or tooling improvements.

Act as the first point of escalation for complex T2 cases, make decisions within defined policy, and escalate high-risk or precedent-setting matters to the Manager.

Provide regular coaching and feedback to People Specialists, and review case quality against SLA and CSAT targets.

Use AI agents and automation to deflect routine inquiries, and feed case trends back into agent and knowledge improvements

Project and program management (ES Business Operations)

Plan and deliver ES initiatives end to end: scope, timelines, risks, stakeholder updates and post-launch reviews.

Manage the APAC project pipeline and prioritization, and report status to ES leadership.

Drive process standardization and operational readiness for new programs and policy changes.

Act as the subject-matter reference for process and project questions within the team.

Own delivery of assigned APAC initiatives against agreed milestones, and report progress, risks and outcomes to ES leadership

ES compliance for ASEAN

Support ASEAN ES compliance, including data privacy requirements, record-keeping and policy attestations, in line with local legal requirements

Help maintain documentation, SOPs and controls so they meet local legal and company requirements.

Run periodic quality and compliance checks, track remediation actions to closure, and work with Legal, Privacy and local HR/ER partners.

Act as a key partner to the Global ES Compliance team, owning ASEAN inputs for audits and attestations through to closure

You're Our Person If You have…

8+ years in HR operations, shared services or People Operations, including leading projects or mentoring peers with/without formal authority

Prior experience with Workday, Peopleforce, Google Workspace and any similar HRIS is highly desirable

Working knowledge of APAC employment practices , HR generalist and business operations, and HR compliance

AI-First and human/agent collaboration experience and mindset

Proven project management skills

Sound judgment in applying HR policy to varied situations across APAC

Strong problem-solving skills with data analysis and reporting; scripting (Google Apps Script, Python) is a plus.

Excellent communication skills

Proven ability to influence and align stakeholders across regions

Ability to work in a diverse work environment with ambiguity and multiple priorities

Ability to handle confidential matters with discretion and manage multiple priorities independently

Even Better If...

Experience with Salesforce Service Cloud and Slack, plus reporting or analytics tools.

Working knowledge of ASEAN employment and data privacy regulations (e.g. PDPA)

You hold Certification in project management (e.g. PMP, PRINCE2)

You hold Certification in process improvement (e.g. Six Sigma, Lean, Kaizen)

How We'll Measure Success

SLA and CSAT performance for APAC T2 cases.

On-time delivery of regional projects.

Timely closure of ASEAN compliance actions.

Stakeholder feedback.

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.

Accommodations

If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form .

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 Candidate Privacy Statement 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 Statement

Salesforce 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 that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. 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.

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