CRM Lead – Service Cloud, AI & Omnichannel

Zoox•Foster City, CA

12d

About The Position

We are seeking an experienced and strategic CRM Lead with 10+ years of experience to drive the evolution of our Salesforce ecosystem across Service Cloud, AI-driven customer support, and omnichannel engagement. This role will serve as the CRM leader with strong depth in Service Cloud and ownership of AI/chatbot initiatives, while providing cross-functional leadership across Product, Engineering, Operations, and Data teams. You will shape CRM strategy, build scalable systems in a fast-evolving environment, and lead complex initiatives that transform customer support through automation and intelligence.

Requirements

Extensive CRM Leadership Experience: 10+ years of experience driving Salesforce CRM evolution with a strong focus on Service Cloud and customer support.
Deep Service Cloud Expertise: Proven experience designing scalable service operations including Case Management, Omni-Channel, Knowledge, and Digital Engagement.
AI & Chatbot Experience: Hands-on experience implementing chatbot platforms, conversational AI, or self-service solutions within CRM ecosystems.
Omnichannel & Customer Experience: Strong understanding of end-to-end customer journeys and multi-channel support environments.
Integration & Technical Acumen: Experience working with APIs, integrations, and data platforms to enable connected CRM ecosystems.
Strategic & Execution Leadership: Ability to define strategy while driving execution across cross-functional teams.

Nice To Haves

Advanced AI/Automation: Experience with predictive support, intelligent routing, and agent assist capabilities.
Salesforce Ecosystem Depth: Familiarity with Data Cloud, Marketing Cloud, and MuleSoft integrations.
High-Growth Environment: Experience in scaling support operations in fast-paced, high-volume environments.
Enterprise Transformation: Track record of driving large-scale CRM or customer experience transformations.

Responsibilities

Lead CRM Strategy: Define and drive the overall CRM roadmap aligned with business growth and customer support transformation.
Serve as the primary CRM leader across Customer Experience, Operations, Product, Engineering, and Data teams.
Balance strategic vision with hands-on execution in a fast-paced environment.
Architect & Scale Service Cloud (Core Focus): Lead the design and evolution of Service Cloud, including Case Management, Omni-Channel, Knowledge, Digital Engagement, and SLA frameworks.
Design scalable support operations that enable high-volume, mission-critical environments.
Implement intelligent routing, automation, and service performance analytics.
Drive improvements in agent productivity, workflows, and tooling.
Own AI, Chatbot & Automation Initiatives: Lead the strategy and implementation of chatbot and conversational AI platforms.
Drive AI-powered use cases including self-service, contact deflection, agent assist, and workflow automation.
Partner with AI/ML and data teams to embed intelligence into CRM workflows.
Define and track success metrics such as automation rate, deflection, CSAT, and resolution time.
Drive Omnichannel Customer Experience: Build and scale seamless customer journeys across channels (chat, mobile app, email, voice).
Ensure consistent and unified customer experience across all touch points.
Enable a 360° customer view by leveraging Data Cloud and integrated systems.
Integration & Platform Connectivity: Oversee integration strategy leveraging APIs and MuleSoft to connect CRM with internal and external systems.
Ensure strong alignment across Service Cloud, Data Cloud, Marketing systems, and operational platforms.
Define data governance and integration patterns to support scalability and reliability.
Drive Cross-Functional Programs: Lead complex, multi-workstream CRM initiatives across business and technical teams.
Establish governance frameworks, prioritization, and execution discipline.
Operate as a key partner to Product and Engineering in delivering AI-driven CRM capabilities.
Scale processes and systems to support long-term operational excellence.