Director of Product, Service Cloud Salesforce

Overview

Salesforce is the #1 AI CRM where humans with agents drive customer success together. The Service Cloud is redefining how businesses engage with customers, connecting them in new ways through AI-powered Knowledge Management. The role drives strategy and execution for the core Service product portfolio focused on Knowledge Management, seeking exceptional collaboration across engineering, UX, go-to-market, sales, sales enablement, and customer success teams.

Responsibilities

• Own the product vision for AI-powered Knowledge Management, ensuring alignment with the product and company vision and evangelizing the vision to stakeholders.
• Collaborate with stakeholders from Engineering through product marketing, driving key business outcomes as one unit and creating strong performance cultures.
• Represent the customer, building personal relationships and bringing the customer voice into the creation process, owning requirements, specifications, and release plans.
• Drive the entire feature delivery lifecycle: research 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, and collaborate with customer-facing roles to drive market awareness and adoption.
• Collaborate across teams to create alignment between engineering, stakeholders, and other product managers; maintain a collaborative attitude.
• Communicate clearly and efficiently, coordinating release communications, defining expectations for engineering teams, holding them accountable, and working closely with product marketing managers to promote products internally and externally.
• Represent Salesforce as a domain and product expert at customer meetings, industry and corporate events, online in customer communities, 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, evaluation and consumption pricing.
• Leadership DNA, proven ability to educate, motivate, align employees, customers, and partners.
• 14+ years of experience and 8+ years of increasing scope of product management experience with a proven track record of building awesome products from concept to delivery.
• 5+ years of experience in product management of enterprise SaaS software.
• Demonstrated experience in gathering and transforming product requirements into an actionable product roadmap.
• Strong problem-solving, organizational and analytical skills, 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 comprising 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.

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 for all and lead the path to inclusion, free from discrimination. All employees and prospective employees will be assessed on merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to recruiting, hiring, promotion decisions, compensation, benefits, training, assessment of job performance, discipline, termination, and everything in between. 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. Salesforce offers a variety of benefits including time off, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. For California-based roles the base salary hiring range for this position is $230,800 to $334,600.

More details about company benefits can be found at: https://www.salesforcebenefits.com. Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.