Senior Director, Agentforce Platform CX

Salesforce•San Francisco, CA

36d•Hybrid

About The Position

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. Ready to level-up your career at the company leading workforce transformation in the agentic era? You're in the right place! Agentforce is the future of AI, and you are the future of Salesforce. The Content Experience (CX) team works closely with Product, Engineering, UX, and other groups to create in-app guidance, Trailhead, videos, online help, release notes, developer doc, and more. Great content drives adoption, reduces attrition, and increases customer success. Our content fuels Agentforce agents to ensure accurate, high quality responses about Salesforce products. We are hiring a Senior Director to lead CX for our Agentforce Platform, where agents are built, tested, deployed, and monitored. With Agentforce, we're helping companies become agent-first. We're looking for an experienced business leader who is curious, self-directed, and an active listener. Someone who's not afraid to experiment and take risks, and who has a proven track record delivering creative, repeatable solutions. The Agentforce Platform is made up of a complex and powerful set of tools and capabilities. Our challenge is to make it easy by providing onboarding, how-to, training, and technical content to enable all audiences who build agents on our platform—including admins, low-code builders, pro-code developers, and ISVs. This leader achieves business goals by empowering their teams to do their best work. Ideal candidates are passionate about and keep pace with the constantly evolving landscape of AI. We are looking for a transformational leader with strong communication skills, who has a proven history of influencing others and driving alignment within an organization and among stakeholders. This is a hybrid work environment with a minimum of 10 days/quarter in office (San Francisco, CA or Seattle, WA) to support their customers and/or collaborate with their teams.

Requirements

10+ years of experience as a leader in technical content development for software
5+ years in an management role, with at least 2 years managing other managers
Strong strategic planning skills and experience
Deep knowledge and expertise about generative AI technologies, products, and industry trends
Experience using gen AI tools like Gemini, Cursor, ChatGPT for professional use
Experience leading organizations, managing operations, and owning complex initiatives
Strong interpersonal skills, able to inspire and empower cross-functional, geographically distributed teams
Exceptional written and verbal communication skills, with a keen eye for detail and the ability to distill complex concepts into clear, concise messaging
Strategic problem solver with a data-driven approach to decision-making and a passion for continuous improvement
Experience working in a fast-paced, dynamic environment, preferably in the technology or software space
A degree in a related field or equivalent work experience

Nice To Haves

Familiarity with Agentforce, Salesforce products, and our broader ecosystem
Experience working as a technical writer
Familiarity with programming and software development
Experience with GitHub, Cursor, and other developer tools and ecosystems
Experience with technical authoring and publishing tools, such as Markdown and DITA

Responsibilities

Work with managers, writers, and specialists to develop a compelling strategic vision for how content supports the business, and inspire your team to deeply understand, rally around, and deliver on that roadmap.
Empower team members with trust and true ownership.
Rigorously prioritize work and lead the execution of your team's roadmap through efficient operational management.
Balance tough trade-offs to always deliver the highest value for customers while maintaining a sustainable workload for your team.
Drive innovation and improve productivity by streamlining operations, removing obstacles, and incorporating new tools and generative AI technologies—automating everywhere possible.
Inspire, coach, and provide professional development for a team that includes managers, content strategists, content designers, and writers.
Hold team members accountable to meeting or exceeding expectations with transparent communication, direct feedback, and performance management processes.
Share out your team's priorities and accomplishments with CX, cross-functional leaders, stakeholders, and executives to get the support you need.
Increase team visibility, showcase customer value, and build strong relationships.
Always be learning and become an expert who understands the business, the customer, and the technology enough to form strong opinions and drive clear decisions.
Regularly measure performance and customer success and make adjustments and improvements to your team's strategy and operations based on research, data, and feedback.
Recruit, hire, and onboard new writers and managers as the team grows.
Contribute your leadership to overall Content Experience team initiatives.

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.

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