AI-Driven Help Agent Manager – Service Cloud

100 Salesforce, Inc.; United States; Remote; USD 117,000 - 178,000; Full time

Job summary

Salesforce is seeking a Help Agent Manager for Service Cloud to lead the performance and development of the Help Agent, a 24/7 AI-powered self-service channel. You will partner with Service Cloud and Field Service teams to drive resolution-rate improvements and plan agent skills, with a focus on measurable outcomes and scalable processes.

This growth-track role combines data analytics, program management, and cross-functional collaboration.

Qualifications

• Bachelor's degree in Business, Computer Science, Data Analytics, or a related field.
• 4+ years of experience in program management, product management, service delivery, product operations, software development, or a related field.
• Analytical and data-driven decision-making skills.
• Demonstrated ability to work cross-functionally with Product, Engineering, and Customer Success organizations.
• Strong written and verbal communication and stakeholder management skills.
• Familiarity with AI, conversational AI, or support automation technologies.
• A proactive approach to roadmap development and engineering engagement.
• Verbal and written fluency in English.

Responsibilities

• Support Help Agent resolution rate performance for Service Cloud and Field Service Health.
• Build and execute resolution rate improvement plans using data-driven opportunity analysis.
• Maintain a book of Agent Skills, identifying new Help Agent capability enhancement opportunities.
• Partner with Product Management and Engineering on roadmap priorities that enable these new Agent Skills.
• Partner with Service Cloud Technical Support Delivery teams as an embedded resource.
• Contribute to a Rhythm of Business (RoB) across Service Cloud stakeholders.
• Maintain scorecards tracking resolution rate trends, top challenges, and skills/opportunity coverage.
• Support content strategy and data management planning to improve Help Agent performance.
• Deliver error analysis reporting and opportunity analytics.

Skills

Analytical thinking

Data-driven decisions

Cross-functional

English fluency

AI familiarity

Roadmap development

Education

Bachelor's degree in Business, Computer Science, Data Analytics, or a related field

Job description

Salesforce is seeking a Help Agent Manager for Service Cloud to lead the performance and development of the Help Agent, a 24/7 AI-powered self-service channel. You will partner with Service Cloud and Field Service teams to drive resolution-rate improvements and plan agent skills, with a focus on measurable outcomes and scalable processes.

This growth-track role combines data analytics, program management, and cross-functional collaboration.