Director, Product Management - Digital Experience

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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.

Digital Enterprise Technology (DET) is seeking a Director to lead Customer Success Technology for Product Management. We meet customers where they are, across channels, offering personalized and relevant content, support, and a centralized view of our customer's business objectives. This leader will bring a personalized dimension of our customers to our Sales, Success, and Support teams together to ensure our customers meet their business objectives. Powered by Salesforce products, we are Customer Zero and a showcase of customer service excellence.

Responsibilities

• Leads product leads, building a culture of continuous collaboration and value realization with the Salesforce Customer Success Group.

• Partner closely with DET architecture, engineering teams and executives to develop product strategies for driving outstanding Customer Success through technology.

• Partner with Business leads to co-author/drive Agentic transformation of digital experiences

• Collaborate with other teams to solve security problems with minimal disruption to other business functions.

• Lead the investigation and troubleshooting of issues to resolve root causes and drive solutions.

• Lead the portfolio's maturation of product teams applying agile principles, resulting in shorter development cycles, fast feedback, and continuous discovery.

• Continuous improvement of policies, procedures, and technology

• Hire, train and assess the performance of direct reports according to corporate policies and procedures.

• Assist in the growth of employees through coaching, training, and career development activities.

• Get along with industry guides, partners, internal staff, and auditors

• Work effectively as part of a geographically distributed team

• Role model facilitation and interpersonal skills that drive teamwork and greater engagement.

• Financial responsibilities for the Customer Success Group product portfolio.

• Occasional travel is required (domestic and international)

Required Skills

• 12+ years of product/project/program/portfolio management or related experience, with a demonstrated ability leading Agile software projects

• 5+ years of people leadership experience including leading other managers

• Large enterprise scale website experience

• Service Cloud, Experience Cloud background

• Proven experience acting as a thought-leader to determine solutions and moving them to implementation

• Demonstrated experience effectively presenting to a broad range of collaborators, up to C-Level Executives

• Demonstrated success in supporting large groundbreaking initiatives

• A related technical degree

Desired Skills

• Applied AI experience for customer success domain

• Master of Business Administration is a plus

• PMI, PMP, or similar certification/training is a plus

• SAFe or similar certification/training a plus

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

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Posting Statement

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