Help Agent Manager for Service Cloud & AI Delivery

salesforce.com, inc.; New York (NY); On-site; USD 117,000 - 178,000; Full time

Job summary

Salesforce is seeking a skilled Program & Project Manager for the Help Agent Management team within Digital Success Data & AI. You will drive resolution-rate improvements, coordinate with Product, Engineering, and Customer Success, and mentor teams to scale autonomous Help Agent capabilities.

You will partner across Service Cloud and Field Service, build data-driven plans, and shape the roadmap for new Agent Skills while reporting on performance and ROI.

Qualifications

• Bachelor's degree in a related field.
• 4+ years of experience in program management, product management, service delivery, product operations, software development, or related field.
• Analytical and data-driven decision-making skills.
• Strong written and verbal communication and stakeholder management skills.
• Familiarity with AI, conversational AI, or support automation technologies.

Responsibilities

• Support Help Agent resolution rate performance for Service Cloud and Field Service.
• Help build and execute resolution rate improvement plans using data-driven opportunity analysis.
• Maintain a book of Agent Skills and identify capability enhancement opportunities.
• Partner with Product Management and Engineering on roadmap priorities for newAgent Skills.
• Collaborate with Service Cloud Technical Support Delivery teams as an embedded resource.
• Contribute to Rhythm of Business across Service Cloud stakeholders.
• Maintain scorecards tracking resolution rate trends and challenges.
• Support content strategy and data management to improve Help Agent performance.
• Deliver error analysis reporting and opportunity analytics.

Skills

Analytical thinking

Cross-functional collaboration

Written and verbal communication

Stakeholder management

Education

Bachelor's degree in Business, Computer Science, Data Analytics, or related field

Tools

Salesforce Service Cloud

Job description

Salesforce is seeking a skilled Program & Project Manager for the Help Agent Management team within Digital Success Data & AI. You will drive resolution-rate improvements, coordinate with Product, Engineering, and Customer Success, and mentor teams to scale autonomous Help Agent capabilities.

You will partner across Service Cloud and Field Service, build data-driven plans, and shape the roadmap for new Agent Skills while reporting on performance and ROI.