Senior Product Manager, Service Cloud AI

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Job Category

Product

Job Details

About Salesforce

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.

About the role:

Agentforce Service is the world’s number one customer service application and a rapidly growing $10B+ business. Customer service is in the midst of an agentic transformation. Our Service AI team has an immediate opportunity for a talented product manager to drive this agentic shift, and work on exciting technology that is a strategic focus for the business. You will be working with a group of world-class engineers and data scientists to build artificial intelligence capabilities that our customers will adopt to drive better customer experiences and improved business results. You will be building products in a new agentic product development lifecycle, helping define how products are built going forward. 

Customer service is the richest space for the application of AI and you will be shipping the core capabilities in partnership with engineering that allows all businesses and customers to unlock this potential for service. Your leadership will go far beyond just technology as you bring these latest technologies to market working with marketing, sales, and other stakeholders. And the work you do will touch millions of end customers from the biggest companies around the globe as they are released into the leading platform for service.

Key Responsibilities:

• Own and drive all aspects of the product area from product vision to delivery to customer adoption.

• Define the future of customer service, strategically balancing human-in-the-loop with agentic automation with human escalation. 

• Translate customer needs into product strategy in the agentic era. Drive detailed requirements into prototypes and deep customer adoption at scale. 

• Interface regularly with customers at events (like Dreamforce!), during sales engagements, and through ad hoc sessions to develop your product strategy and ensure customer success.

• Be the go-to product expert for other internal teams, executives, sales, marketing, customers, and partners. You will have detailed knowledge of your product area today as well as a broad vision for the future.

• Collaborate with other teams internally to ensure we are working towards a cohesive customer solution in a large and complex environment.

Requirements:

• History of entrepreneurial experience and/or 5+ years of software product management experience

• Experience building generative and agentic AI products; have delivered AI or other data-dependent products to customers as a product or technical leader.

• Deep understanding of non-deterministic systems: Proven ability to manage the unique challenges of LLMs and Agentic workflows, including model evaluation, guardrails, latency optimization, and hallucination mitigation

• Data & Evaluation Savvy: Experience defining acceptance criteria for AI outputs, leveraging benchmarking datasets, and designing human-in-the-loop feedback loop

• Leadership - proven ability to set a vision, excite and lead a cross-functional engineering team.

• Ability to lead and work autonomously.

• Strong oral and written communication skills. Significant experience in presentations to internal and external executives.

• Excitement to learn and continuously expand your knowledge of next generation AI. Salesforce is an ever-growing product/company that serves a wide range of customers – there is always more to learn!

• Hands-on approach to test features, set up demos, work through complex customer challenges, etc.

• Ability to manage competing and evolving priorities. There will always be more than you can do in a day so you need to continually make sure you have the right priorities and focus.

• Exceptional technical abilities with demonstrated ability to earn the respect of high caliber engineering and data science teams.

• Bachelors in CS or other technical disciplines preferred.

Even Better:

• Deep domain knowledge of Customer Service software, contact center operations, or the Salesforce ecosystem.

• Enterprise SaaS product management experience

• Experience with agile methodologies like scrum for software development.

• MBA or Masters in a technical discipline is a plus

Unleash Your Potential

When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.

Accommodations

If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form.

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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 current and prospective employees, no matter where they are in their Salesforce employment journey. It also 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.Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.

At Salesforce, we believe in equitable compensation practices that reflect the dynamic nature of labor markets across various regions. The typical base salary range for this position is $172,500 - $260,100 annually. In select cities within the San Francisco and New York City metropolitan area, the base salary range for this role is $207,800 - $285,800 annually. The range represents base salary only, and does not include company bonus, incentive for sales roles, equity or benefits, as applicable.