Senior Technical Program Manager, Reliability & AI Infra

salesforce.com, inc.; United States; On-site; USD 140,000 - 210,000; Full time

Job summary

Salesforce is seeking an experienced Technical Program Manager to own and mature reliability programs across incident management, infrastructure resilience, and data residency. You will drive cross-functional programs spanning compute services, load management, and enterprise compliance, partnering with the CE team and CIC for seamless incident response across Salesforce.

You will shape reliability standards for agentic AI workloads, develop incident playbooks for AI failures, and lead

Qualifications

• 8+ years leading technical programs in a dynamic product or engineering organization.
• Strong verbal and written interpersonal skills with technical capability to communicate with engineers.
• Ability to work across multiple time zones and handle cross-team activities.
• Experience analyzing large data sets and presenting insights to executives.
• Proven track record delivering complex multi-functional programs in SRE or infrastructure.

Responsibilities

• Own incident management end-to-end from detection to post-incident review.
• Transition incident response operations across teams and ensure tooling and training alignment.
• Define severity frameworks, escalation paths, and cross-org communication.
• Measure incident volume and MTTR to drive data-driven improvements.
• Lead reliability programs and infrastructure resilience initiatives across Slack platform.
• Manage load management and compute services to handle traffic spikes.
• Plan capacity and load-shedding strategies with infrastructure teams.
• Track reliability metrics and report trends for investment decisions.
• Define reliability standards for agentic AI workloads and novel failure modes.
• Develop incident playbooks for AI failures and non-deterministic services.
• Advocate reliability-as-a-feature in AI product development.
• Coordinate across Service Owner Platform, security, and partner teams.
• Create scalable policies, processes, and operating rhythms.
• Maintain program artifacts to keep stakeholders aligned.

Skills

Technical program leadership

Cross-functional collaboration

SRE / reliability engineering

Cloud expertise

Data analysis

Executive communication

SQL

Incident management

Education

Related technical degree

Tools

AWS

Job description

Salesforce is seeking an experienced Technical Program Manager to own and mature reliability programs across incident management, infrastructure resilience, and data residency. You will drive cross-functional programs spanning compute services, load management, and enterprise compliance, partnering with the CE team and CIC for seamless incident response across Salesforce.

You will shape reliability standards for agentic AI workloads, develop incident playbooks for AI failures, and lead