Senior TPM - Global Reliability

Salesforce, Inc.; Northern (KY); Hybrid; USD 130,000 - 190,000; Full time

Job summary

Salesforce, Inc. in the United States is seeking an experienced Technical Program Manager to own Slack's reliability initiatives, incident response, and cross-functional programs spanning compute services and data residency.

You will drive SLOs, enableability, and cross-team collaboration in a fast-paced environment. The role emphasizes incident management, reliability program leadership, and adapting reliability practices to non-deterministic AI workloads.

Qualifications

• 8+ years leading technical programs in a dynamic engineering organization.
• Strong verbal and written communication with engineers.
• Ability to work independently and across multiple time zones.
• Experience delivering complex technical projects with multi-functional teams.
• 3+ years in a SRE, reliability, or infrastructure role.
• Proficient in AWS Cloud offerings and incident management programs.
• Experience with data residency, compliance, or regulated infra across regions.
• Familiarity with AI/ML infrastructure or agentic systems.

Responsibilities

• Own and mature Slack's incident management program end-to-end.
• Drive reliability initiatives across load management and compute services.
• Define reliability standards and SLO frameworks for AI workloads.
• Collaborate across platform, security, and Salesforce partner teams to ensure trust.

Skills

8+ years leading technical programs

Strong communication

Time zone collaboration

Cross-functional leadership

Data analysis & dashboards

SQL

SRE / reliability

AWS cloud

AI/ML infrastructure familiarity

Large-org integrations

Education

Bachelor's degree in a technical field

Tools

AWS Cloud

LLM serving platforms

Job description

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all. Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce. Slack is seeking an experienced Technical Program Manager to own and mature our reliability programs across incident management, infrastructure resilience, and data residency. This role sits at the center of Slack's Trust pillar — you will drive the evolution of how we prevent, detect, and respond to incidents while managing critical cross-functional programs spanning compute services, load management, and enterprise compliance. You will take ownership of our incident management and response program, including the strategic handoff of incident response operations to Salesforce's Command Incident Center (CIC). You will run our reliability initiatives review, manage programs around load and compute services, and Enterprise Key Management (EKM) — complex, multi-region programs that span infrastructure, security, legal, and go‑to‑market teams. As Slack's platform evolves to support agentic workloads — AI agents operating alongside people — this role will also shape how reliability engineering adapts: ensuring observability, SLOs, and incident response frameworks account for non-deterministic, LLM-powered services with new failure modes. You are a systems thinker who can drive alignment across engineering, forward engineering, security, and Salesforce partner teams. You thrive when given ambiguous, high‑stakes programs and the mandate to bring structure to them. You have a strong understanding of enterprise‑grade availability, SLOs and error budgets, and you are a relentless advocate for the customer experience.

Responsibilities

• Incident Management & Response: own and mature Slack's incident management program end-to-end — from detection and triage through response, resolution, and post-incident review. Drive the strategic transition of incident response operations across the Customer Experience (CE) team and Salesforce's Command Incident Center (CIC), including process alignment, tooling integration, runbook handoff, and cross-org training. Establish and continuously improve incident severity frameworks, escalation paths, and communication protocols across Slack and Salesforce. Partner with Reliability leadership to measure and reduce customer‑impacting incident volume and mean time to resolution through data‑driven process improvements.
• Reliability Programs & Infrastructure Resilience: Run Slack's reliability initiatives review — the operating rhythm for tracking, prioritizing, and delivering reliability improvements across the platform. Own programs around load management and compute services, ensuring Slack can absorb traffic spikes and scale gracefully under peak demand. Drive capacity planning and load‑shedding strategy in partnership with infrastructure engineering teams. Track and report reliability and availability metrics (SLOs, error budgets, incident trends) to drive accountability and inform investment decisions.
• Reliability for an Agentic World: Define reliability standards and SLO frameworks for agentic workloads — AI agents that are non‑deterministic, long‑running, and chain multiple services. Develop incident response playbooks for novel AI failure scenarios: model degradation, prompt injection, cascading agent failures, and provider outages. Champion reliability‑as‑a‑feature in AI product development, ensuring agentic services meet the same enterprise‑grade availability bar as core Slack.
• Cross-Functional Leadership: Serve as the connective tissue across Service Owner Platform and infrastructure, security, infrastructure, and Salesforce partner teams to deliver trust outcomes. Design policies, processes, and operating rhythms that scale with Slack's growing complexity. Build and maintain program artifacts (timelines, risk registers, dependency maps, executive dashboards) to keep stakeholders aligned and informed.

Requirements

• 8+ years leading technical programs in a dynamic product or engineering organization, with progressive scope and complexity.
• Strong verbal and written interpersonal skills, with sufficient level of technical capability to effectively communicate with engineers and identify technical risks.
• Ability to work independently and communicate across multiple time zones.
• Excellent organizational and interpersonal/social skills, and experience handling activities across multiple teams.
• Ability to analyze large data sets and synthesize them into stories and slides SQL experience extracting large data sets into executive level dashboards.
• Consistent track record of delivering complex technical projects and programs with multi‑functional teams.
• 3+ years of experience actively developing and managing programs within an SRE, reliability, or infrastructure organization.
• Proficient in AWS Cloud offerings (or similar cloud services) Direct experience with incident management programs — building or maturing severity frameworks, escalation processes, and post‑incident review practices.
• Experience with data residency, compliance, or regulated infrastructure programs spanning multiple regions or jurisdictions is a strong plus.
• Familiarity with AI/ML infrastructure, LLM serving platforms, or agentic systems is a plus — or a demonstrated ability to rapidly develop technical fluency in emerging domains.
• Experience navigating large‑org integrations (e.g., parent company partnerships, shared incident response, cross‑org tooling) is highly valued.
• A related technical degree required.

Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non‑discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education. In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. Salesforce offers a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. More details about company benefits can be found at the following link: https://www.salesforcebenefits.com. We’re Salesforce, the Customer Company, inspiring the future of business with AI + Data + CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you've come to the right place.