Director of Product, Service Cloud

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Overview

Job Category : Product

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. Service Cloud enables more self-service, personalization and delight across channels. This role focuses on driving AI-powered knowledge management within the Service Cloud product portfolio and leading cross-functional efforts from inception through launch and scale.

Service Cloud is looking to hire a Product Director to drive the Core Service product portfolio focused on Knowledge Management in Service Cloud. The role requires strategy and execution for the service cloud product set with AI, automation and rich experiences, with close collaboration across engineering, UX, go-to-market, sales, sales enablement and customer success teams.

Responsibilities

• Own the product vision for AI-powered Knowledge Management : align with the overall product and company vision; be an expert on the domain, market and trends; evangelize the vision to stakeholders, ensuring alignment and context.
• Collaborate with Engineering, PMM and AEs to drive key business outcomes; create a strong performance culture and enable the team to impact at the highest levels.
• Represent the customer : champion the voice of customers; build impactful relationships; own requirements, specifications, and release plans.
• Drive the entire feature delivery lifecycle : research needs; write feature specs and user stories; partner with UX to design and prototype; work with engineering to develop, test and deliver a marketable product on time; coordinate with customer-facing roles to drive market adoption.
• Collaborate across teams to create alignment between engineering and stakeholders; maintain a collaborative attitude.
• Communicate clearly : coordinate release communications; define expectations for engineering teams; collaborate with product marketing to promote the product with cohesive messaging.
• Represent Salesforce : be a domain and product expert at customer meetings, industry events, online in customer communities and social networks.

Qualifications

Desired Skills and Experience

Accommodations

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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. The policy applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. In the United States, compensation offered will be determined by location, job level, knowledge, skills, and experience. Salesforce offers a variety of benefits and related information can be found at : https : / / www.salesforcebenefits.com. Salesforce will consider qualified applicants with arrest and conviction records as required by law.

For California-based roles, the base salary hiring range for this position is $230,800 to $334,600.

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