Creative Operations Lead, Customer Success & Partner Marketing

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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.

About This Role

The Creative Operations Lead manages the full creative mix for Customer Success & Partner Marketing, directing agencies, AI tools, and the self-serve model — while owning the Bill of Materials as a living routing guide. This person does not do all the creative work. They make sure the right work goes to the right resource, at the right quality, every time.

Priorities:

1. AI Innovation & Enablement: Pioneer the deployment of AI tools and automation to increase team bandwidth, automate routine production tasks, and ensure brand consistency across all creative output.
2. Strategic Leadership & Executive Engagement: Ensure a senior presence to lead executive-facing discussions, gain alignment on long-range strategic projects, and proactively manage senior stakeholder feedback. 
3. Centralized Agency Model Management: Take full ownership of the agency/contractor model to drive organizational efficiencies and cost savings by streamlining delivery and auditing external spend.
4. End-to-End Creative Operational Ownership: Provide dedicated oversight for complex, long-range initiatives from inception through execution, ensuring momentum and mitigating timeline risks without requiring constant management intervention. Work across customer success and partner marketing to extend creative strategy and brand guidance across the org.
5. Team Delegation & Quality Control: Identify delegation opportunities for high-volume execution to contractors and agencies, and employees with interest. Consistent work review is still a necessary focus to ensure all assets remain on-brand. Train PMM on common tools and AI to help them self serve, such as Canva, Figma, video, etc.
6. Design Excellence: Design and create stunning visuals that are aligned to our brand and messaging objectives, ensuring that they’re effective. This involves brainstorming and quality assurance. Projects include design of digital and print assets, web design, video production, email design, slide design, and more.

Time Allocation

• 40–50% Creative Production & Project Management

Scope, brief, and project-manage Tier 4 creative work: Partner Summit, Dreamforce, executive presentations, and video productions. Two scenarios this person must be fluent in:

* If budget allows for an agency: Scope the brief, manage the agency relationship, QC the output, and hold the timeline. Make the agency efficient and accountable.
* If budget doesn't allow: Use AI tools, Canva, Brand Central, and the Bill of Materials to get as far as possible — then apply expertise to elevate and QC the final output.

• 40% AI Tools, AI Builds & AI Enablement

Own and evolve the AI tools stack for creative production. Train the broader team on self-serve workflows. Maintain the Bill of Materials as the primary routing guide — keeping it current, functional, and useful as a real decision-making tool. Build Slack-first workflows and Smartsheet automations that reduce manual intake over time.

• 10–20% Creative Intake & Routing (heavier at start, designed to decrease)

Validate tier assignments for incoming creative requests — catching routing errors before they become timeline problems. Redirect Tier 1–3 requests back to self-serve with real guidance, not just a link. Build AI-powered intake workflows that reduce this overhead so the role evolves away from gatekeeping.

• 0–10% Special Projects / Flex

Serve as PM for cross-team creative initiatives as needed. Support Lynne's directs on high-stakes, unforeseen creative needs that fall outside normal tiers.

Core Responsibilities:

• Agency Management

* Own end-to-end agency relationships when budget supports: briefing, QC, budget management, and timeline accountability
* Templatize repeatable, lower-stakes creative needs (digital banners, email headers, social graphics) so the team can self-serve or brief agencies efficiently
* Problem-solve for complex, high-stakes work (Partner Summit, exec presentations, video) — determining when to bring in agency support vs. AI tools vs. internal capability
* Apply strong creative taste and brand instincts to QC all output before it reaches stakeholders

• AI Tools & Bill of Materials

* Own the AI creative tools stack: Runway, Synthesia, Adobe Firefly, Canva, Capsule, ElevenLabs
* Write and maintain prompts for creative AI tools; continuously evaluate new tools for team relevance
* Own the Bill of Materials as the routing guide — keeping it current and useful as a practical decision-making tool for managers
* Build Slack workflows and Smartsheet automations that route requests without requiring human intervention on every intake
* Leverage Salesforce tools: Channel Knowledge Agent, Brand Central, Slack workflows

• Team Enablement & Training

* Train the broader marketing team on self-serve creative workflows — reducing the volume of requests that escalate unnecessarily
* Measure success by how much less the team needs hand-holding each quarter
* Build and maintain reusable templates for routine creative work so "basic stuff is templatized" and the hard problems get real problem-solving attention

• Brand Quality & Oversight

* QC all creative output across tiers for brand consistency and quality before it reaches stakeholders
* Serve as the ethical AI oversight point — accountability for whether AI-generated creative meets Salesforce brand standards, accessibility requirements, and quality bars
* Own design file creation for lower-priority projects using Adobe Suite tools when needed

*English - Fluent Communication Skills

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.

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