Director of AI & Tooling for Help Agent

salesforce.com, inc.; San Francisco (CA); On-site; USD 164,000 - 262,000; Full time

Benefits offered by this job

Time off programs

Medical

Dental

Vision

Mental health support

Paid parental leave

Life and disability insurance

401(k)

Employee stock purchasing program

Job summary

Salesforce is seeking a Director of Help Agent AI & Tooling to lead generative AI capabilities, evaluation tooling, observability, and NNAOV initiatives powering Help Agent across the organization.

This leadership role sits at the intersection of business and technology, requiring exceptional communication, executive presence, and the ability to drive alignment across stakeholders while growing a high-performing team of experts.

Responsibilities

• Serve as the AI & Tooling team lead within Digital Success Data & AI.
• Act as a Customer Zero steward for Salesforce's own use of Agentforce.
• Monitor Help Agent production health: latency, engagement, escalation, resolution, quality.
• Lead cross-functional collaboration with Technology Teams on evaluations and tooling.
• Define and mature the AI Evaluations Framework toward automated production-scale processes.
• Drive the observability roadmap and partner with Tech & Product teams.

Job description

Salesforce is seeking a Director of Help Agent AI & Tooling to lead generative AI capabilities, evaluation tooling, observability, and NNAOV initiatives powering Help Agent across the organization.

This leadership role sits at the intersection of business and technology, requiring exceptional communication, executive presence, and the ability to drive alignment across stakeholders while growing a high-performing team of experts.