Director of AI & Tooling Excellence

Salesforce; Irvine (CA); On-site; USD 164,000 - 285,000; Full time

Job summary

Salesforce is seeking a Director of Help Agent AI & Tooling to lead the team responsible for generative AI capabilities, evaluation tooling, observability, and related initiatives powering Salesforce's Help Agent.

You will bridge AI product strategy with production excellence, align with Tech & Product, build scalable evaluation pipelines, and ensure reliable, measurable business value while mentoring a team.

Responsibilities

• Serve as the AI & Tooling team lead within Digital Success Data & AI, setting team mission, operating model, and priorities
• Represent Salesforce's use of Agentforce as reference, surfacing product gaps and guiding roadmap through Shiproom intakes and direct T&P partnerships
• Monitor Help Agent production health: latency, engagement, escalation, resolution, and quality scores; escalate issues and drive remediation
• 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 observability roadmap with Tech Teams to a 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 is seeking a Director of Help Agent AI & Tooling to lead the team responsible for generative AI capabilities, evaluation tooling, observability, and related initiatives powering Salesforce's Help Agent.

You will bridge AI product strategy with production excellence, align with Tech & Product, build scalable evaluation pipelines, and ensure reliable, measurable business value while mentoring a team.