Senior AM Ops Automation Specialist

Company Description

As the world’s pioneering local delivery platform, our mission is to deliver an amazing experience, fast, easy, and to your door. We operate in over 70+ countries worldwide, powered by tech, designed by people. As one of Europe’s largest tech platforms, headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index. We enable creative minds to deliver solutions that create impact within our ecosystem. We move fast, take action and adapt. No matter where you're from or what you believe in, we build, we deliver, we lead. We are Delivery Hero.

Job Description

As the new Senior AM Ops Automation Specialist you will be responsible for streamlining, optimizing, and automating sales processes using Salesforce and other automation tools like (AI, bots etc) . Your role will focus on enhancing efficiency, improving data accuracy, and enabling the sales team to work more effectively by reducing manual tasks and using innovations.

The ideal candidate has experience in Salesforce administration, workflow automation, and third-party integrations, ensuring smooth operations and data flow across multiple platforms. 40% of the Role is about automating processes in Salesforce and 60% improving day to day operations and reporting in G-sheets and G-docs. 

What’s on the menu: - Major responsibilities

1. Automation & Workflow OptimizationAutomate Account Management

•  Design and implement automated workflows in Salesforce and other sales tools to reduce manual tasks and improve efficiency. 

• Set up Salesforce Case Management to efficiently track and resolve Account Management requests.

• Develop and manage Approval Processes, Escalation Rules, and SLA Tracking for AM Ops tasks.

2. System Integration & API Management

• Integrate Salesforce with external tools (e.g., ERP, ticketing systems, finance platforms, communication tools like Slack or Teams).

• Utilize Salesforce APIs, MuleSoft, Zapier, or Workato to automate cross-platform data transfers.

• Ensure real-time data synchronization between Salesforce and third-party tools to improve reporting accuracy.

• Optimize CRM Usage: Ensure Salesforce is configured to best support sales processes, including pipeline management, forecasting, reporting, and integrations

3. Ticketing System & Issue Resolution

• Develop a Salesforce-based ticketing system (using Cases & Queues) to manage internal requests and operational issues.

• Automate ticket routing, escalations, and resolution tracking using Salesforce Omni-Channel and Assignment Rules.

• Monitor ticket trends and resolution times to continuously improve processes and reduce bottlenecks.

4. Reporting & Analytics

• Build Salesforce Reports and Dashboards to provide real-time insights into operations, workload distribution, and KPIs.

• Implement Einstein AI/Analytics for predictive insights on recurring operational inefficiencies.

• Conduct data audits and process reviews to ensure compliance with SLAs and optimize workflows.

• Data Management & Analytics: Maintain data integrity, generate insights, and create dashboards to help sales leadership make informed decisions.

5. Process Documentation & Training

• Create SOPs and training materials for new automation processes.

• Provide Salesforce training and enablement to Account Management teams to ensure adoption.

• Work closely with cross-functional teams to ensure best practices and process alignment.

• Dashboards & Reporting: Enable sales ops teams to build reports without IT support, including sales forecasting reports and performance dashboards that track key metrics.

• Process Improvement: Identify bottlenecks in sales operations and implement solutions that drive productivity and scalability.

Technical Skills & Experience

• 5+ years of experience in Salesforce Administration, Business Process Automation, or Operations.

• Strong preference expertise in Salesforce (Service Cloud, Sales Cloud, Cases, Flows, Reports, and Dashboards).

• Coding languages with SQL or coding language

• Hands-on experience with API integrations (REST/SOAP), MuleSoft, Zapier, Workato, or similar tools.

• Proficiency in Lightning Flows, Omni-Channel Routing, and Process Builder automation.

• Knowledge of ticketing systems (Jira, Zendesk, Freshdesk) and their Salesforce integrations.

• Salesforce Admin (ADM-201) or Platform App Builder certification preferred.

• Soft Skills & Attributes

• Problem-Solving Mindset: Passion for identifying inefficiencies and designing scalable solutions.

• Project Management: Ability to drive automation projects from ideation to execution

• Data-Driven Decision Making: Experience in leveraging Salesforce data for process optimization.

• Collaboration & Communication: Ability to work with global stakeholders across multiple markets.

Why Join Us?

• Be part of a high-impact team transforming Account Management Operations through automation.

• Work with the latest Salesforce technologies and drive real efficiency gains across the organization.

• Collaborate with global teams across 18+ markets to create scalable solutions.

In July 2024, Delivery Hero SE merged three of its market-leading food delivery businesses, foodora and Yemeksepeti in Europe, and foodpanda in Asia. All three businesses now make up the second-largest organization within the Delivery Hero Group, and leading food and QCommerce delivery in 18 markets in both regions.

Additional Information

We believe diversity and inclusion are key to creating not only an exciting product, but also an amazing customer and employee experience. Fostering this starts with hiring - therefore we do not discriminate on the basis of racial identities, religious beliefs, color, national origin, gender identities or expressions, sexual orientations, age, marital or disability statuses, or any other aspect that makes you, you. We encourage you to let us know if you need any accommodations or specific accessibility support to ensure a smooth interview experience—just include it in your application. You're welcome to share your pronouns (he/she/they) right from the start so we can address you respectfully from our first contact.