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Director of Product, Service Cloud

Director of Product, Service Cloud

Salesforce, Inc.Palo Alto, CA, United States
2 days ago
Job type
  • Full-time
Job description
  • To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.
  • Job CategoryProductJob 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.
  • Salesforce Service Cloud
  • is redefining how businesses engage with customers, and connecting them in whole new ways. Whether it’s a website or app experience, a private message, a call, an email or a WhatsApp conversation, customers expect more. More self service, more personalization and more delight. Businesses are also evolving their ability to automate such engagements intelligently and at scale, with agents for more common place questions and rich agent experiences for high value engagement.This new era of service will cross departmental boundaries, from the front office to the back office, and support unified journeys with marketing, sales and commerce. All while augmenting every interaction with intelligent signals, call drivers and CX, and resolution and revenue opportunities. Salesforce is bringing this vision to reality through our best of breed offerings like Case and Knowledge Management, Digital Engagement, Agentforce, Service Einstein, Omni-Routing, and Service Cloud Voice, all powered by the Service Cloud platform.Service Cloud is looking to hire a Product Director to drive our Core Service product portfolio focused on Knowledge Management in Service Cloud. In this role, they will drive strategy and execution for service cloud product set with AI, automation and rich experiences. Roles are heavily cross-functional and will require exceptional collaboration and tight alignment with internal and external partners. From the start of the product development process through launch and scale, this leader will guide engineering, UX, go-to-market strategy, sales, sales enablement and customer success teams.
  • Responsibilities
  • Own the product vision for AI-powered Knowledge Management : Ensure that it aligns with the overall product and company vision. Be an expert on the domain, the market, the trends. Evangelize the vision constantly so all stakeholders are aligned, have context, and understand where we are going.
  • Collaborate with other stakeholders from Engineering to PMM to AEs and drive key business outcomes as one unit, driving growth and opportunities for every member in parallel. Create strong performance cultures and enable the team to impact at their highest levels.
  • Represent the customer : Be the champion and voice of customers. Build impactful, personal customer relationships. Bring the customer's voice into the creation process. Own requirements, specifications, and release plans.
  • Drive entire feature delivery lifecycle : research customer / user needs; write feature specs and user stories; partner with User Experience to design and prototype; work with engineering to develop, test and deliver a marketable product on time; collaborate with customer facing roles to drive market awareness and customer adoption
  • Collaborate across teams : We win or lose as a team. Product managers play a critical role in creating alignment between engineering teams and stakeholders. A collaborative attitude is essential to the job
  • Communicate clearly and efficiently : Coordinate product release communications for your components. Define expectations for engineering teams and hold them accountable to success and failures. Work closely with product marketing managers to promote your products both internally and externally and ensure a cohesive message.
  • Represent Salesforce : Be a domain and product expert at customer meetings, industry and corporate events, online in customer community, and social networks
  • Qualifications
  • High energy and passion for the job
  • Product Management experience shipping AI-native products with a solid understanding of LLMs, evals and consumption pricing
  • Leadership DNA, proven ability to educate, motivate, align employees, customers, and partners.
  • 14+ years of experience and 8+ years of increasing scope of product management experience with a proven track record of building awesome products from concept to delivery
  • 5+ years of experience in product management of enterprise SaaS software
  • Demonstrated experience in gathering and transforming product requirements into an actionable product roadmap.
  • Strong problem-solving, organizational and analytical skills, excellent written and oral communication skills, including experience in high-level business discussions.
  • Hands-on experience with UX design and flow, designing simple and intuitive user interfaces.
  • Professionalism, grace under pressure, dedication and ability to work in a collaborative team environment.
  • Strong experience presenting to executive leadership and handling sensitive customer situations.
  • Desired Skills and Experience
  • Ability to deliver results in global, matrixed environments comprised of internal and external stakeholders.
  • Experience with Enterprise Knowledge Management products
  • Prior Service or CRM product experience a huge plus
  • Formal or self taught software or technical backgroundUnleash Your PotentialWhen 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.AccommodationsIf you require assistance due to a disability applying for open positions please submit a request via this .Posting StatementAny 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.### ### ### ### ### ### For California-based roles, the base salary hiring range for this position is $230,800 to $334,600.### ###

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