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Job Category
Operations
Job Details
About Salesforce
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Summary of the Role The Business Process Architect is a senior individual contributor and critical systems thinker within the Global Delivery Governance team, part of Salesforce Professional Services. This is a net-new role on a team that is itself in transformation — which means there is no playbook waiting for you, no established process to inherit, and no predecessor to hand things off. That is precisely the point. You are the connective tissue between our delivery methodology and the intelligent tooling that will eventually automate it. You will arrive at a function that is actively mapping its own terrain. The team knows where it needs to go — a delivery model where governance is invisible, embedded in workflow, and powered by AI — but the road is still being built. You are the person who helps build it: mapping what exists, identifying what's broken, designing what should replace it, and translating all of that into requirements precise enough for engineering and technical partners to execute. You are not an enforcer — you are a designer. You see process friction before others do, document it precisely, and translate it into business requirements that drive lasting, scalable change. You are energized by ambiguity, not paralyzed by it. You create structure where none exists and move forward confidently even when the full picture isn't yet clear.
This role is foundational to our shift from manual governance to Governance by Design: a model where compliance is a natural outcome of a great user experience, not an external burden placed on delivery teams.
The What: The work we do that delivers impact and drives business outcomes. This role is responsible for designing the process architecture that enables our delivery organization to operate at scale — consistently, predictably, and with minimal administrative overhead. The primary impact is realized through:
- Map & Redesign Core Delivery Processes: Own end-to-end process documentation across our delivery standards and key delivery workflows. You will identify friction points, redundancies, and gaps — then architect streamlined, role-aligned replacements that reduce manual effort and improve consultant experience.
- Author Business Requirements for Automation & AI: Translate process designs into precise, actionable business requirements ("the What and the Why") for handoff to engineering and technical delivery partners. You will ensure build teams have the clarity they need to execute without repeated clarification cycles.
- Define Jobs-to-be-Done & Role Alignment: Partner with the Delivery & Strategy Lead and the broader team to map delivery roles, skills, and tasks to Professional Services GTM offers — ensuring the methodology reflects how work is actually done and where Digital Labor can shoulder routine tasks.
- Drive Process Standardization Globally: Develop globally applicable process standards that can be adopted by decentralized Geo teams without requiring heavy enforcement. Your designs must be intuitive enough that compliance is the path of least resistance.
- Support MVG Pilots & Iteration: Apply a Minimum Viable Governance (MVG) mindset — pilot process changes with speed, measure outcomes, and pivot quickly when a change doesn't produce measurable value. Own the documentation and retrospective cycle for each pilot.
- Identify & Quantify Process Friction: Serve as the team's early warning system for process inefficiency. You will continuously gather Voice of the Field signals, synthesize them into pattern-level insights, and prioritize the highest-impact redesign opportunities.
The How: The critical skills and behaviors that enable high performance. Success in this role is defined by the ability to see the whole system, document it with precision, and influence its evolution without owning every decision. You will model the behaviors that define a high-performing global governance function, specifically by:
- Build the Map Before You Follow It: This role doesn't come with a defined process to inherit. You will arrive into ambiguity and immediately start making sense of it — documenting what exists, identifying what's missing, and designing the path forward. You are energized by a blank slate, not unsettled by it.
- Think in Systems, Design for Humans: Approach process design with both analytical rigor and a consultant-first empathy. You will build processes that are technically sound and intuitively adoptable — because governance that gets ignored isn't governance.
- Operate as a Requirements Engine: You write requirements others can build from. Your documentation is specific, testable, and unambiguous — leaving no room for guesswork when handed off to technology partners.
- Navigate Ambiguity with Structure: This team is simultaneously maintaining legacy processes and building the replacement. The two timelines run in parallel, the priorities shift, and the right answer isn't always obvious. You don't wait for perfect clarity — you create it. You bring structure to undefined problem spaces and earn credibility by doing the hard work of making the complex legible.
- Influence Without Authority: Process change at Salesforce requires buy-in across Geo teams, functional partners, and global leadership. You will use data, logic, and relational credibility to drive adoption — not top-down mandates.
- Score Work Against Business Value: Every process initiative must be defensible against the Business Value Rubric. You will enter every redesign with a clear hypothesis about the measurable impact on margin, field experience, or delivery consistency.
- Partner Deeply, Execute Independently: You will collaborate closely within the team and with our partners — but you own your workstream. You bring ideas to the table fully formed and drive them forward without waiting to be directed. At this level, you don't need to be managed to your outcomes — you set them.
Key Responsibilities
- Own process documentation, design, and redesign for core delivery standards and workflows
- Author business requirements for AI tools, automated governance gates, and workflow tooling
- Map Jobs-to-be-Done, delivery roles, and skills to PS GTM offers
- Identify and document process friction before recommending technology solutions
- Pilot process changes using the MVG framework; measure and report outcomes
- Maintain globally applicable process standards that enable decentralized adoption
- Gather and synthesize Voice of the Field input into prioritized process improvement opportunities
- Support the Field Advisory Board by preparing process impact documentation for quarterly reviews
- Own and drive process initiative scoring against the Business Value Rubric; maintain documentation on the team's initiative roadmap
- Partner with Analytics to identify data signals that indicate process breakdown or delivery risk
Qualifications and Experience
- 8+ years of experience in business process design, management consulting, enterprise architecture, or delivery operations, with demonstrated expertise in process mapping, documentation, and re-engineering at scale
- Deep familiarity with enterprise delivery models and professional services operations; experience with agile, waterfall, or hybrid delivery frameworks strongly preferred
- Proven track record of building something net-new in an ambiguous, fast-changing environment — you've designed a process, function, or framework from the ground up without an established playbook, and you don't stall when priorities shift
- Demonstrated ability to write precise, build-ready business requirements for technical teams — you know the difference between "the What" and "the How," and you can hold that line under pressure
- Strong systems thinking capability paired with sharp analytical skills: you see interdependencies across process, tooling, and people layers, can quantify process inefficiency, and know how to make a business case for change
- Experience driving process adoption in a matrixed, decentralized organization — you know that the best process design fails without stakeholder trust
- Comfort with AI-assisted work environments; experience with or genuine openness to tools such as Claude, Cursor, or Agentforce — this space is evolving fast and you're energized by that
- Exceptional written communication skills — your documentation is clear enough that someone unfamiliar with the problem space can act on it
- Degree or equivalent relevant experience required; experience will be evaluated based on values and behaviors for the role (e.g. extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)
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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In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. Salesforce offers a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. More details about company benefits can be found at the following link: https://www.salesforcebenefits.com.Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.
At Salesforce, we believe in equitable compensation practices that reflect the dynamic nature of labor markets across various regions. The typical base salary range for this position is $143,400 - $216,900 annually. The range represents base salary only, and does not include company bonus, incentive for sales roles, equity or benefits, as applicable.