Director, AI & Tooling — Help Agent Leader

Salesforce; Chicago (IL); On-site; USD 164,000 - 285,000; Full time

Job summary

Salesforce seeks a Director of Help Agent AI & Tooling to lead generative AI capabilities, evaluation tooling, and observability for the Help Agent, a flagship Customer Zero deployment. This role sits at the intersection of AI product strategy and production excellence, requiring strong communication and talent development.

You will partner with Tech & Product, drive roadmap, manage end-to-end evaluations, monitoring, and cross-functional delivery, with focus on delivering reliable, high quality

Responsibilities

• Serve as the AI & Tooling team lead within Digital Success Data & AI.
• 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 — escalating issues and coordinating 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, from current OOTB capabilities to a fully centralized, production-grade monitoring platform
• Represent AI & Tooling in leadership forums and communicate progress, risks, and strategic direction clearly to senior stakeholders

Job description

Salesforce seeks a Director of Help Agent AI & Tooling to lead generative AI capabilities, evaluation tooling, and observability for the Help Agent, a flagship Customer Zero deployment. This role sits at the intersection of AI product strategy and production excellence, requiring strong communication and talent development.

You will partner with Tech & Product, drive roadmap, manage end-to-end evaluations, monitoring, and cross-functional delivery, with focus on delivering reliable, high quality