Lead Help Agent Manager, Service Cloud & AI

salesforce.com, inc.; New Jersey; On-site; USD 117,000 - 178,000; Full time

Job summary

Salesforce is seeking a Help Agent Manager for Service Cloud to drive improvements in resolution rate for the Help Agent across Service Cloud and Field Service. You will manage skills, partner with Product and Engineering on roadmaps, and coordinate with delivery teams to optimize performance.

This role emphasizes data-driven decision making, cross-functional collaboration, and proactive roadmap engagement to advance AI-powered agent capabilities within Salesforce's support ecosystem.

Qualifications

• Bachelor's degree in Business, Computer Science, Data Analytics, or a related field.
• 4+ years of experience in program management, product management, service delivery, product operations, software development, or a related field.
• Analytical and data-driven decision-making skills.
• Demonstrated ability to work cross-functionally with Product, Engineering, and Customer Success organizations.
• Strong written and verbal communication and stakeholder management skills.
• Familiarity with AI, conversational AI, or support automation technologies.
• A proactive approach to roadmap development and engineering engagement.
• Verbal and written fluency in English.

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, identifying new Help Agent capability enhancement opportunities.
• Partner with Product Management and Engineering on roadmap priorities that enable these new Agent Skills.
• Partner with Service Cloud Technical Support Delivery teams as an embedded resource.
• Contribute to a Rhythm of Business (RoB) across Service Cloud stakeholders.
• Maintain scorecards tracking resolution rate trends, top challenges, and skills/opportunity coverage.
• Support content strategy and data management planning to improve Help Agent performance.
• Deliver error analysis reporting and opportunity analytics.

Skills

Program management

Product management

Data-driven decisions

Cross-functional collaboration

English fluency

AI familiarity

Stakeholder management

Roadmap development

Education

Bachelor's degree in Business/CS/Data Analytics

Tools

Salesforce Service Cloud

Tableau

Slackbot

Gemini

Claude Code

Job description

Salesforce is seeking a Help Agent Manager for Service Cloud to drive improvements in resolution rate for the Help Agent across Service Cloud and Field Service. You will manage skills, partner with Product and Engineering on roadmaps, and coordinate with delivery teams to optimize performance.

This role emphasizes data-driven decision making, cross-functional collaboration, and proactive roadmap engagement to advance AI-powered agent capabilities within Salesforce's support ecosystem.