Senior Product Manager, Service Cloud AI

Salesforce•San Francisco, CA

1d•$172,500 - $285,800•Hybrid

About The Position

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. 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. Agentforce Service is the world’s number one customer service application and a rapidly growing $10B+ business. Customer service is in the midst of an agentic transformation. Our Service AI team has an immediate opportunity for a talented product manager to drive this agentic shift, and work on exciting technology that is a strategic focus for the business. You will be working with a group of world-class engineers and data scientists to build artificial intelligence capabilities that our customers will adopt to drive better customer experiences and improved business results. You will be building products in a new agentic product development lifecycle, helping define how products are built going forward. Customer service is the richest space for the application of AI and you will be shipping the core capabilities in partnership with engineering that allows all businesses and customers to unlock this potential for service. Your leadership will go far beyond just technology as you bring these latest technologies to market working with marketing, sales, and other stakeholders. And the work you do will touch millions of end customers from the biggest companies around the globe as they are released into the leading platform for service.

Requirements

History of entrepreneurial experience and/or 5+ years of software product management experience
Experience building generative and agentic AI products; have delivered AI or other data-dependent products to customers as a product or technical leader.
Deep understanding of non-deterministic systems: Proven ability to manage the unique challenges of LLMs and Agentic workflows, including model evaluation, guardrails, latency optimization, and hallucination mitigation
Data & Evaluation Savvy: Experience defining acceptance criteria for AI outputs, leveraging benchmarking datasets, and designing human-in-the-loop feedback loop
Leadership - proven ability to set a vision, excite and lead a cross-functional engineering team.
Ability to lead and work autonomously.
Strong oral and written communication skills.
Significant experience in presentations to internal and external executives.
Excitement to learn and continuously expand your knowledge of next generation AI.
Hands-on approach to test features, set up demos, work through complex customer challenges, etc.
Ability to manage competing and evolving priorities.
Exceptional technical abilities with demonstrated ability to earn the respect of high caliber engineering and data science teams.
Bachelors in CS or other technical disciplines preferred.

Nice To Haves

Deep domain knowledge of Customer Service software, contact center operations, or the Salesforce ecosystem.
Enterprise SaaS product management experience
Experience with agile methodologies like scrum for software development.
MBA or Masters in a technical discipline is a plus

Responsibilities

Own and drive all aspects of the product area from product vision to delivery to customer adoption.
Define the future of customer service, strategically balancing human-in-the-loop with agentic automation with human escalation.
Translate customer needs into product strategy in the agentic era.
Drive detailed requirements into prototypes and deep customer adoption at scale.
Interface regularly with customers at events (like Dreamforce!), during sales engagements, and through ad hoc sessions to develop your product strategy and ensure customer success.
Be the go-to product expert for other internal teams, executives, sales, marketing, customers, and partners.
Collaborate with other teams internally to ensure we are working towards a cohesive customer solution in a large and complex environment.