Sr. Help Agent Manager, Slack & Trailhead

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.

Job Title:
Senior Help Agent Manager, Slack & Trailhead
Location:
Washington, D.C.

The Help Agent Management team is part of Salesforce's Digital Success Data & AI organization, and sits at the intersection of AI technology and customer support delivery.

Agent Managers are a newly defined role for the agentic era, managing Salesforce's Help Agent the same way a Service Delivery Manager manages a human team.

Salesforce's Help Agent is an AI-powered agent available 24/7 on the Salesforce Help Portal, designed to autonomously resolve customer support cases without requiring human intervention. As Salesforce's primary self-service support channel, the Help Agent handles thousands of customer interactions daily, making its accuracy, capability, and issue resolution rate a direct driver of customer satisfaction and support efficiency  
Senior Help Agent Manager for Slack & Trailhead is a high-impact role at the forefront of our agentic support strategy. In this position, you will function like a Service Delivery Manager for the Help Agent, owning resolution rate outcomes, skills and capabilities planning, and fostering a deep partnership with the Slack and Trailhead Technical Support Delivery teams. This is a Cloud-aligned role with direct responsibility for driving measurable improvement in Help Agent's ability to autonomously resolve customer cases.

• Own Help Agent resolution rate performance for Slack and Trailhead

• Build and execute resolution rate improvement plans using data-driven opportunity analysis

• Develop and maintain a book of Agent Skills, identifying and justifying new Help Agent capability enhancement opportunities

• Partner with Product Management and Engineering on roadmap priorities and technology investments to enable these new Agent Skills

• Partner with Slack and Trailhead Technical Support Delivery teams as an embedded strategic resource

• Maintain a Rhythm of Business (RoB) across Slack and Trailhead stakeholders

• Manage scorecards tracking resolution rate trends, top challenges, and skills/opportunity coverage

• Drive the underlying content strategy and data management planning to improve Help Agent performance

• Deliver error analysis reporting and opportunity analytics

• A team of Agent Managers aligned to Salesforce's other Clouds

• Support Delivery Cloud Technical Leads

• Slack and Trailhead Customer Success Executive Leadership

• AI Tooling

• Agent Evaluations

• Product Management

• Engineering

• Digital Channel Management

• Content Strategists, Writers, and Contributors

• Bachelor's degree in Business, Computer Science, Data Analytics, or a related field

• 6+ years of experience in program management, product management, service delivery, product operations, software development, or a related field

• Strong analytical and data-driven decision-making skills

• Demonstrated ability to work cross-functionally with Product, Engineering, and Customer Success organizations to drive product and feature enhancements from concept to reality

• Exceptional written and verbal communication and stakeholder management skills

• Familiarity with AI, conversational AI, or support automation technologies

• A highly-proactive approach to roadmap development and engineering engagement

• Verbal and written fluency in English

• Experience with Slack and/or Trailhead products

• Prior experience with help agent, chatbot, or virtual assistant performance management

• Experience with self-help…