Feedback Program Manager

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Job Category

Program & Project Management

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

The Feedback Program Manager is a critical cross-functional role within the Digital Success Insights program, responsible for overseeing the health and effectiveness of Salesforce's Digital Experiences feedback loop, including Agentforce, Help.Salesforce.com, and other Digital Channels supported by the Digital Success organization within Customer Success at Salesforce. This role bridges gaps with insights and work item management for engineering, product, and design teams to ensure that customer friction signals are systematically captured, analyzed, and actioned to improve digital support experiences and reduce customer attrition.

Responsibilities

• Oversee the overall health, strategy, and effectiveness of the end-to-end feedback system
• Maintain and evolve a Salesforce custom object (Feedback Records), ensuring the technical infrastructure supports the feedback process
• Produce and distribute monthly stakeholder newsletters with key program metrics
• Consult on categorization and tracking decisions during insights development
• Advise on prioritization and metrics selection during triage and reporting
• Manage and maintain dashboards and reporting that shows the feedback & insights loop linked to Roadmap delivery.
• Stay informed on new Feedback Records created in GUS, feedback linked to Roadmap Items/Intakes, status changes, and orphaned feedback resolution

Accountabilities

• Strategy, health, and technology of the feedback loop
• Maintaining accurate and up-to-date GUS Feedback Records
• Driving the feedback-to-roadmap ratio and ensuring transparency of program outcomes

Qualifications

• Experience in program or product operations, ideally within a data, AI, or product management context
• Familiarity with Salesforce project management tools or similar internal engineering/product tracking systems
• Strong cross-functional communication and stakeholder management skills
• Ability to synthesize complex data signals into clear executive-level narratives
• Experience building or managing feedback systems, voice-of-customer programs, or insight pipelines
• Comfortable operating in a fast-moving, ambiguous environment with multiple stakeholders

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.