Senior Manager Software Engineering, DET Public Sector

Job Category:
Software Engineering

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
• 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 on personality differences and to make suggestions in a manner that is more likely to result in a desired outcome
• Good project management skills with ability to juggle multiple projects/tasks across various user groups
• Basic understanding of Salesforce technologies
• Must be a self‑starter, willing to learn new technologies (Mulesoft, Heroku) and a Salesforce trailblazer who thrives on working in a fast‑paced environment
• Strong team player with service‑oriented attitude and customer focus
• Knowledge of Data Privacy, FedRAMP / CMMC or similar regulations, highly desirable
• Understanding of customer analytics tools (e.g., Google Analytics, Amplitude)

• Background in SaaS, B2B, or enterprise customer support operations
• Experience scaling a support portal across a growing or enterprise customer base
• Familiarity with support analytics and knowledge tools (e.g., Coveo, Salesforce Knowledge, Zendesk Guide)
• Familiarity…