Director, AI & Tooling for Help Agent

Salesforce; Bellevue (WA); On-site; USD 164,000 - 285,000; Full time

Job summary

Salesforce is seeking a Director of Help Agent AI & Tooling to lead a team responsible for generative AI capabilities, evaluation tooling, observability, and program initiatives powering Salesforce's Help Agent. This role combines business strategy with technical leadership, requiring excellence in communication, executive presence, and talent development.

The leader will manage five core areas including AI strategy, evaluations tooling, observability, NNAOV program, and AI skill development,

Responsibilities

• Serve as the AI & Tooling team lead within Digital Success Data & AI, setting team mission, operating model, and priorities
• Act as a Customer Zero steward — representing Salesforce's own use of Agentforce as a reference customer, surfacing product gaps and driving roadmap influence through Shiproom intakes and direct T&P partnerships
• Monitor and manage Help Agent production health, including end-to-end latency, engagement rate, escalation rate, resolution rate, and quality scores
• Escalate issues and coordinate cross-functional remediation as needed
• Lead cross-functional collaboration with Technology Teams to align on evaluations, retrieval strategies, and tooling development
• Define and mature the AI Evaluations Framework, moving from manual, spreadsheet-based processes toward scalable, automated evaluation at production scale
• Drive the observability roadmap in partnership with Technology Teams, toward a centralized, production-grade monitoring platform
• Represent AI & Tooling in leadership forums and communicate progress, risks, and strategic direction clearly to senior stakeholders
• Coordinate with stakeholders to ensure alignment with product roadmaps and Shiproom processes
• Oversee the NNAOV program and related initiatives to drive business outcomes through the Help Agent

Job description

Salesforce is seeking a Director of Help Agent AI & Tooling to lead a team responsible for generative AI capabilities, evaluation tooling, observability, and program initiatives powering Salesforce's Help Agent. This role combines business strategy with technical leadership, requiring excellence in communication, executive presence, and talent development.

The leader will manage five core areas including AI strategy, evaluations tooling, observability, NNAOV program, and AI skill development,