Director, AI Tooling & Observability

Salesforce; San Francisco (CA); On-site; USD 197,000 - 285,000; Full time

Job summary

Salesforce is seeking a Director of Help Agent AI & Tooling to lead the AI capabilities, evaluation tooling, and observability for the Help Agent platform. This leader will shape AI strategy, performance metrics, and production excellence while collaborating with Tech, Product, and business stakeholders.

The role emphasizes non-engineering leadership, executive presence, and talent development across a team responsible for scaling AI experiments, tooling, and roadmap influence within

Qualifications

• Excellent communication and presentation skills with strategic influence across senior leadership.
• Proven ability to lead a cross-functional team and develop talent.
• Ability to navigate complex stakeholder groups and act as a trusted advisor to the business.
• Executive presence and strong storytelling to drive alignment and decisions.

Responsibilities

• Lead the AI & Tooling team within Digital Success Data & AI, setting mission and priorities.
• Represent Salesforce's internal use of Agentforce and influence roadmap via Shiproom and TP partnerships.
• Monitor production health of Help Agent, manage latency, engagement, escalation, and quality metrics.
• Drive observability and evaluation tooling to scale and automate production-grade performance.

Skills

AI strategy

Leadership

Stakeholder management

Executive presence

Team development

Tools

Agentforce

Slackbot

Claude Code

Job description

Salesforce is seeking a Director of Help Agent AI & Tooling to lead the AI capabilities, evaluation tooling, and observability for the Help Agent platform. This leader will shape AI strategy, performance metrics, and production excellence while collaborating with Tech, Product, and business stakeholders.

The role emphasizes non-engineering leadership, executive presence, and talent development across a team responsible for scaling AI experiments, tooling, and roadmap influence within