Senior Director, Global Supportability and Readiness

Senior Director of Global Readiness

Salesforce is looking for a strategic, results-driven Senior Director of Global Readiness to lead the product feedback loop and field enablement strategy across our Agentforce and Data 360 portfolios. This is a high-impact leadership role at the intersection of Product, Engineering, and Customer Success responsible for ensuring our global teams are always equipped to deliver an exceptional customer experience, and that customer signals flow back into the product to drive continuous improvement.

You will lead a high-performing team of managers and individual contributors to reduce support case and investigation rates, accelerate customer adoption, and shorten time to value.

• Own the end-to-end product readiness strategy for Agentforce and Data 360, ensuring every new feature and release is accompanied by a complete enablement plan for customer-facing teams
• Build and maintain a structured product feedback loop that captures field and customer signals and routes them to Product and Engineering to inform roadmap prioritization
• Partner closely with Product, PMM, and Engineering to influence feature development based on support trends, customer adoption gaps, and field insights
• Drive collaboration with Alliances to ensure partner ecosystems are equally enabled on new capabilities

• Ensure Support, Customer Success Guides, and Architects are fully enabled to action customer requests across all new Agentforce and Data 360 features and functionality ahead of each release
• Develop scalable, repeatable enablement programs that minimize reactive support demand and maximize proactive customer guidance
• Partner with Cloud Success and PMM to align global readiness content with go-to-market motions and customer-facing messaging

• Drive measurable reduction in case volume and investigation rates through product and engineering partnerships
• Track and improve Agentforce on Help performance as a key indicator of self-service effectiveness and field readiness
• Build dashboards and operating cadences to monitor readiness coverage, case deflection trends, and adoption metrics across the portfolio
• Serve as an escalation point for critical readiness gaps that impact customer experience or support volume

• Build, develop, and retain a high-performing, globally distributed team of readiness leaders and ICs
• Foster a culture of accountability, continuous learning, and cross-functional collaboration
• Represent the Readiness function in senior leadership forums, bringing data-driven insights and clear recommendations

Why This Role Matters Readiness is the bridge between what we build and what our customers experience. This leader will directly shape how quickly customers get value from Agentforce and Data 360 and ensure the people who support them are never behind the curve.