Director, AI & Tooling Strategy

Salesforce; Boston (MA); On-site; USD 164,000 - 262,000; Full time

Job summary

Salesforce is seeking a Director of Help Agent AI & Tooling to lead the generative AI capabilities, evaluation tooling, observability, and related program initiatives powering the Help Agent deployment. This leader combines AI product strategy with data-driven evaluation and production excellence to deliver measurable business value and reliable performance.

This role sits at the intersection of business and technology, requiring exceptional communication, executive presence, and the ability to

Qualifications

• Excellent communication and presentation skills.
• Strong executive presence and influence.
• Proven ability to lead a team and develop talent.

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.
• 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 processes toward scalable automated evaluation at production scale.
• Drive the observability roadmap in partnership with Technology Teams, aiming for a centralized monitoring platform.
• Represent AI & Tooling in leadership forums and communicate progress, risks, and strategic direction clearly to senior stakeholders.

Job description

Salesforce is seeking a Director of Help Agent AI & Tooling to lead the generative AI capabilities, evaluation tooling, observability, and related program initiatives powering the Help Agent deployment. This leader combines AI product strategy with data-driven evaluation and production excellence to deliver measurable business value and reliable performance.

This role sits at the intersection of business and technology, requiring exceptional communication, executive presence, and the ability to