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Salesforce is seeking a Senior Help Agent Manager to oversee the performance and capabilities of its AI-powered Help Agent, a 24/7 self-service support channel that autonomously resolves thousands of customer support cases daily. This newly defined role sits at the intersection of AI technology and customer support delivery, functioning like a Service Delivery Manager for an AI agent rather than a human team.
You will own Help Agent resolution rate performance specifically for Slack and Trailhead products, driving measurable improvements in autonomous case resolution. Key responsibilities include building and executing data-driven resolution rate improvement plans, developing and maintaining a comprehensive book of Agent Skills, and identifying opportunities for new Help Agent capability enhancements. You'll partner closely with Product Management and Engineering on roadmap priorities and technology investments, while serving as an embedded strategic resource to the Slack and Trailhead Technical Support Delivery teams.
Your work will involve maintaining a Rhythm of Business across stakeholders, managing scorecards that track resolution rate trends and skills coverage, driving content strategy and data management planning, and delivering error analysis reporting and opportunity analytics. You'll collaborate with a team of Agent Managers aligned to other Salesforce Clouds, Support Delivery Cloud Technical Leads, Customer Success teams, Executive Leadership, and cross-functional partners in AI Tooling, Product Management, Engineering, and Digital Channel Management.
Required qualifications include a Bachelor's degree in Business, Computer Science, Data Analytics, or related field, plus 6+ years of experience in program management, product management, service delivery, product operations, or software development. You must demonstrate strong analytical and data-driven decision-making skills, cross-functional collaboration ability, exceptional communication and stakeholder management, and familiarity with AI and conversational AI technologies. Preferred experience includes background with Slack and/or Trailhead products, help agent or chatbot performance management, self-help resolution rate metrics, agentic observability tools, and experience managing programs at the intersection of AI systems and human support teams.
