Associate Evaluations Manager

Salesforce; Bellevue (WA); On-site; USD 90,000 - 135,000; Full time

Job summary

Salesforce is seeking an Associate Evaluations Manager for the Digital Success Data & AI team in Bellevue, WA to measure and improve Agentforce performance within Salesforce Help. You will run synthetic evaluations, monitor latency and instruction adherence, and translate results into actionable insights for product decisions.

You will collaborate with Support Delivery, Engineering, Operations, and Data Science to test new features, identify risks, and ensure quality at launch, while refining

Qualifications

• Experience working in Salesforce environments with ownership of tasks and outcomes.
• Strong ability to review AI outputs, find failure patterns, and recommend actions.
• Ability to design and follow repeatable evaluation workflows with precision.
• Clear written communication to document findings for cross-functional teams.
• Comfort working with data in spreadsheets, dashboards, and trends analysis.
• Excellent reading comprehension and critical thinking for evaluating AI responses.
• Fluency with Salesforce reporting tools and related platforms to support evaluation.
• Curiosity and adaptability to learn new AI behaviors and evaluation methods.
• Reliability in delivering accurate, timely outputs and supporting operational needs.

Responsibilities

• Support Agentforce baselining by using synthetic and automated tools to measure and improve performance.
• Identify root causes and trends from evaluation results and translate into actionable recommendations.
• Maintain scalable evaluation frameworks, rubrics, and guidelines for defensible assessments.
• Deliver clear, influential reporting and business reviews for stakeholders.
• Define and monitor evaluation metrics, spotting risks and improvement opportunities.
• Partner with internal teams to share processes and findings, building trust and understanding.
• Refine prompts, datasets, and assets to increase testing automation and reliability.
• Conduct targeted evaluations for new features and urgent initiatives.
• Audit utterance repositories to keep tests relevant and high quality.
• Synthesize feedback to shape product direction and operational improvements.
• Advocate for tooling and workflow improvements to boost efficiency and scalability.
• Highlight risks early and collaborate on mitigations to protect customers.

Skills

Salesforce exp

Analytical thinking

Operational rigor

Written comms

Data analysis

Reading comprehension

Tool fluency

Curiosity

Reliability

Tools

Tableau

Salesforce Reporting

Testing Center

Observability

Job description

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

Program & Project Management

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 is 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.

As an Associate Evaluations Manager on the Digital Success Data & AI team, you will help measure, monitor, and improve the performance of Agentforce on Salesforce Help. You will execute ongoing synthetic evaluations across Answer Quality, latency, instruction adherence, and other core capabilities, translating results into clear, actionable insights that inform product decisions, operational improvements, and leadership reporting.

You will contribute to operational excellence by building clear documentation, repeatable processes, and scalable evaluation frameworks that increase confidence in agent performance. This role partners closely with Support Delivery, Engineering, Operations, and Data Science to evaluate new features, identify risks and opportunities, and ensure quality at launch.

You will also help evolve our evaluation ecosystem by refining LLM judge prompts, golden datasets, and evaluation assets while identifying opportunities to increase automation, reliability, and efficiency. Success in this role requires analytical rigor, curiosity, and ownership - someone comfortable working through ambiguity, solving problems end-to-end, and consistently delivering defensible insights that drive action.

Your Impact

• Support the Agentforce baselining program, using synthetic and automated tooling to continuously measure and improve performance.
• Analyze evaluation results independently, identifying root causes, surfacing trends, and translating insights into actionable recommendations for models, implementations, and processes.
• Maintain and evolve evaluation frameworks, scoring rubrics, and guidelines to ensure consistent, defensible, and scalable assessments.
• Deliver clear, influential reporting and business reviews that inform stakeholders and drive product and operational decisions.
• Define, monitor, and interpret key evaluation metrics, proactively identifying risks, regressions, and improvement opportunities.
• Enable internal partners on evaluation processes and findings, building trust and shared understanding across teams.
• Strengthen the evaluation feedback loop across automated testing, LLM-judge prompts, and golden datasets to continuously improve testing sophistication.
• Perform targeted evaluations for new features and urgent initiatives, ensuring quality and market readiness.
• Audit and refine the utterance repository to keep testing relevant, high quality, and aligned with evolving product capabilities.
• Synthesize customer and internal feedback into actionable insights, helping shape product direction and operational improvements.
• Advocate for tooling, process, and workflow improvements that increase evaluation efficiency, scalability, and reliability.
• Proactively surface risks and partner on mitigations, ensuring issues are addressed before they impact customers.

Required Skills

• 1+ years of professional experience working in Salesforce environments (program, analyst, operations, or product context). Demonstrated ability to take ownership of tasks and drive outcomes independently.
• Strong analytical mindset: comfortable reviewing conversational AI outputs, identifying failure patterns, conducting root cause analysis, and translating findings into actionable recommendations.
• Operational rigor and attention to detail: able to execute repeatable evaluation workflows accurately and consistently in a fast-paced, ambiguous environment.
• Clear written communication skills: able to document findings, produce internal documentation, and communicate insights concisely for cross-functional audiences.
• Comfort working with data: proficiency in spreadsheets (e.g., Google Sheets), reporting, and basic dashboard interpretation to derive insights and track trends.
• High reading comprehension and critical thinking: able to evaluate nuanced generative AI responses against quality standards and expected behaviors.
• Tool fluency: ability to work confidently in Salesforce reporting environments (Agentforce, Tableau, Testing Center, Observability) or quickly ramp on similar tools.
• Curiosity and learning agility: resourceful in exploring new tools, understanding evolving AI behaviors, and continuously improving evaluation approaches.
• Execution reliability: responsive, accountable, and dependable in delivering accurate outputs and supporting operational needs.

Preferred Skills

• Experience evaluating AI-generated content or conversational systems
• Familiarity with prompt engineering, acceptance criteria development, or labeling workflows
• Experience supporting operational analytics, UAT, QA, or product evaluation programs
• Experience documenting processes or enabling others through training materials

How We Work

• Clarity: We optimize for being understood, not sounding smart. Executive-ready summaries, clean narratives, no overcomplication.
• Operational rigor & integrity: Our work must be accurate, defensible, and trusted. Show your work — assumptions, data sources, and logic matter.
• Curious bias for action: We ask 'why' in service of forward progress. Insight only matters if it leads to better outcomes.
• Customer Zero mindset: We use our own products first to surface issues before customers do - test, break, learn, improve.
• Mutual support & collaboration: We operate as a team - sharing context, helping each other unblock work, and maintaining strong operational awareness.

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.

Accommodations

If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form.

Please note that Salesforce uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates' resumes and qualifications throughout the recruiting process. Humans will always make any candidate selection and hiring decisions. Please see our Candidate Privacy Statement for more information about how we use your personal data and your rights, including with regard to use of AI tools and opt out options.

Posting Statement

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