Senior Manager Software Engineering, DET Public Sector

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.

Salesforce Digital Enterprise Technology (DET) is looking for a strategic and result-driven Senior Manager to lead the vision, development, and ongoing success of our externally facing Customer Success portal for the Public Sector. You'll own the product roadmap, lead a cross-functional team of engineers and designers, and serve as the primary advocate for delivering exceptional self-service support experiences to our customers.

You'll play a key role in shaping the digital experience our Public Sector customers interact with every day.

To be successful at this position you must be a people-first leader who mentors and grows their team and communicates with clarity and confidence to executive stakeholders. You are able to blend strategic vision with hands‑on execution. You can define a compelling product roadmap while also rolling up your sleeves to drive results across a cross‑functional team of engineers, designers, and product managers.

You are also a natural collaborator who builds strong partnerships across Architecture, Product, Support, and business stakeholders. You lead with data, owning key metric collection like case deflection, CSAT, and time‑to‑resolution.

• Define and drive the support portal strategy and roadmap in alignment with business and customer success goals
• Lead, mentor, and grow a team of portal engineers
• Partner closely with Product, Customer Support, Success, and Security to deliver a seamless FedRAMP compliant customer success experience
• Own portal KPIs — case deflection rates, time-to-resolution, self-service adoption, customer satisfaction (CSAT/NPS), and uptime
• Oversee portal architecture decisions, platform upgrades, and integrations with ticketing and CRM systems (e.g., Salesforce Service Cloud)
• Establish and enforce best practices for security, accessibility (WCAG 2.1), and data privacy (GDPR, CCPA)
• Manage vendor relationships and contract negotiations for support portal tooling and services
• Implement solutions that would drive customer adoption of self‑service support
• Collaborate with the Knowledge Management team to ensure content is accurate, searchable, and up to date
• Present portal performance and strategic initiatives to executive stakeholders
• Manage team budget, headcount planning, performance management and resource allocation

• 8+ years of experience in digital support, customer experience, or support portal product management
• A related technical degree
• 4+ years of people management experience leading technical and/or cross‑functional teams
• Deep understanding of customer support portal platforms (e.g., Salesforce Experience Cloud, Service Cloud, Zendesk)
• Strong grasp of case management, knowledge base management, and self‑service support strategies
• Experience owning product roadmaps and working in Agile/Scrum environments
• Proven track record of automating and improving support metrics solutions — case deflection, CSAT, first contact resolution (FCR), and time‑to‑resolution
• Proven ability to manage overall business initiative or several components of a large, complex project with direct experience in Agile and Scrum
• Ability to engage with self awareness as required to avoid conflicts with customers based…