Description
The Help Agent Management team is part of Salesforce's Digital Success Data & AI organization, and sits at the intersection of AI technology and customer support delivery. Agent Managers are a newly defined role for the agentic era, managing Salesforce's Help Agent the same way a Service Delivery Manager manages a human team.
About the Role
Salesforce's Help Agent is an AI-powered agent available 24/7 on the Salesforce Help Portal, designed to autonomously resolve customer support cases without requiring human intervention. As Salesforce's primary self-service support channel, the Help Agent handles thousands of customer interactions daily, making its accuracy, capability, and issue resolution rate a direct driver of customer satisfaction and support efficiency at scale.
The Senior Agent Manager for Agentforce & Data 360 is a high-impact role at the forefront of our agentic support strategy. In this position, you will function like a Service Delivery Manager for the Help Agent, owning resolution rate outcomes, skills and capabilities planning, and fostering a deep partnership with the Agentforce and Data 360 Technical Support Delivery teams.
This is a Cloud-aligned role with direct responsibility for driving measurable improvement in Help Agent's ability to autonomously resolve customer cases.
What You'll Do
Own Help Agent resolution rate performance for Agentforce and Data 360 Clouds
Build and execute resolution rate improvement plans using data-driven opportunity analysis
Develop and maintain a book of Agent Skills, identifying and justifying new Help Agent capability enhancement opportunities
Partner with Product Management and Engineering on roadmap priorities and technology investments to enable these new Agent Skills
Partner with Cloud Technical Support Delivery teams as an embedded strategic resource
Maintain a Rhythm of Business (RoB) across Agentforce and Data 360 stakeholders
Manage scorecards tracking resolution rate trends, top challenges, and skills/opportunity coverage
Drive the underlying content strategy and data management planning to improve Help Agent performance
Deliver error analysis reporting and opportunity analytics
Who You'll Work With
A team of Agent Managers aligned to Salesforce’s other Clouds
Support Delivery Cloud Technical Leads
Agentforce and Data 360 Customer Success Executive Leadership
Product Management
Engineering
Digital Channel Management
Content Strategists, Writers, and Contributors
What We're Looking For
Required
6+ years of experience in program management, product management, service delivery, product operations, software development, or a related field
Strong analytical and data-driven decision-making skills
Demonstrated ability to work cross-functionally with Product, Engineering, and Customer Success organizations to drive product and feature enhancements from concept to reality
Exceptional written and verbal communication and stakeholder management skills
Familiarity with AI, conversational AI, or support automation technologies
A highly-proactive approach to roadmap development and engineering engagement
Verbal and written fluency in English
Preferred
Experience with Salesforce products, particularly Agentforce and/or Data 360
Prior experience with help agent, chatbot, or virtual assistant performance management
Experience with self-help resolution rate metrics, support case analysis, or top case driver classification frameworks
Familiarity with agentic observability tools, Gemini, Claude Code, Slackbot, Tableau dashboards, and/or similar analytics platforms
Background in managing programs at the intersection of AI systems and human support teams