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

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts. 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 subje