Director of Product, Service Cloud

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 is looking to hire a Product Director to drive our Core Service product portfolio focused on Knowledge Management. In this role you will guide strategy and execution for our AI-powered product set with automation and rich experiences from concept through launch and scale, collaborating closely with engineering, UX, go-to-market, sales, enablement and customer success teams.

Responsibilities

Own the product vision for AI-powered Knowledge Management : ensure alignment with the overall product and company vision, remain an expert on the domain, market and trends, and evangelize the vision so all stakeholders are aligned.

Collaborate with stakeholders from Engineering to PMM to AEs to drive key business outcomes as one unit, creating a strong performance culture that enables the team to impact at their highest levels.

Represent the customer : be the champion and voice of customers, build impactful, personal relationships and bring the customer's voice into the creation process. Own requirements, specifications and release plans.

Drive the 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 adoption.

Collaborate across teams to create alignment between engineering and stakeholders, fostering a collaborative attitude essential to the role.

Communicate clearly and efficiently : coordinate product release communications, define expectations for engineering teams and hold them accountable, and work closely with product marketing managers to promote your products internally and externally with a cohesive message.

Represent Salesforce : be a domain and product expert at customer meetings, industry and corporate events, online in customer community, and on 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 and proven ability to educate, motivate, align employees, customers and partners.

14+ years of experience with 8+ years of increasing scope in product management, building products from concept to delivery.

5+ years of experience in enterprise SaaS product management.

Demonstrated experience gathering and transforming product requirements into an actionable roadmap.

Strong problem-solving, organizational and analytical skills and 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 background.

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 also redefine what's possible for yourself, for AI, and the world.

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. We believe in equality and creating an inclusive workplace free from discrimination. All employees or potential employees are assessed on merit, competence and qualifications without regard to protected characteristics. This policy applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, performance assessment, discipline, termination and all related activities. In the United States, compensation offered will be determined by factors such as location, job level, knowledge, skills and experience. Certain roles may be eligible for incentive compensation, equity and benefits. For California-based roles, the base salary hiring range for this position is $230,800 to $334,600.

Benefits

Salesforce offers a variety of benefits such as 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 https : / / www.salesforcebenefits.com.

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