Director of AI Tools & Observability

Salesforce; Dallas (TX); On-site; USD 164,000 - 262,000; Full time

Job summary

Salesforce is seeking a Director of Help Agent AI & Tooling to lead generative AI capabilities, evaluation tooling, observability, and NNAOV initiatives powering the Help Agent deployment. This leader sits at the intersection of AI product strategy, data-driven evaluation, and production excellence.

The role manages a cross-functional team, shapes roadmaps with senior stakeholders, and drives reliable performance and measurable business impact across the Digital Success Data & AI organization.

Qualifications

• Lead the generative AI roadmap and strategy for the Help Agent.
• Own end-to-end evaluations tooling and metrics for AI performance.
• Oversee observability and production health of Help Agent systems.
• Drive Net New Annual Order Value (NNAOV) program through the Help Agent.
• Develop AI skills via applications to support roadmap development.

Responsibilities

• Lead the AI & Tooling team within Digital Success Data & AI, setting mission and priorities.
• Represent Salesforce's use of Agentforce as a reference customer and surface gaps.
• Monitor production health metrics and coordinate remediation.
• Collaborate with Technology Teams to align on evaluations and tooling development.
• Mature the AI Evaluations Framework toward scalable production-grade processes.
• Drive the observability roadmap with Technology Teams and ensure centralized monitoring.
• Communicate progress and risks to senior stakeholders.

Skills

Generative AI Strategy

Evaluations Tooling

Help Agent Observability

NNAOV Program Management

AI Skill & Application Development

Job description

Salesforce is seeking a Director of Help Agent AI & Tooling to lead generative AI capabilities, evaluation tooling, observability, and NNAOV initiatives powering the Help Agent deployment. This leader sits at the intersection of AI product strategy, data-driven evaluation, and production excellence.

The role manages a cross-functional team, shapes roadmaps with senior stakeholders, and drives reliable performance and measurable business impact across the Digital Success Data & AI organization.