Director of Product, Service Cloud

OverviewSalesforce 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.Salesforce Service Cloud is redefining how businesses engage with customers, and connecting them in new ways. It includes self service, personalization and scalable automation for common questions as well as rich agent experiences for high value engagement. This role focuses on the Core Service product portfolio with emphasis on Knowledge Management within Service Cloud, guiding AI, automation and rich experiences from discovery through delivery.Service Cloud is a cross-functional platform that supports unified journeys across marketing, sales and commerce, augmented by intelligent signals and CX insights. The team will collaborate with engineering, UX, go‑to‑market, sales, customer success and other partners to deliver a market-ready product."ResponsibilitiesOwn the product vision for AI-powered Knowledge Management and ensure alignment with the overall product and company strategy; evangelize the vision to stakeholders to maintain context and direction.Collaborate with Engineering, PMM, AEs and other stakeholders to drive business outcomes, build a strong performance culture, and enable the team to impact at high levels.Represent the customer by building relationships, bringing the voice of the customer into the development process, and owning requirements, specifications and release plans.Drive the full feature delivery lifecycle: research needs, write specs and user stories, partner with UX to design and prototype, work with engineering to build, test and deliver, and coordinate with customer-facing teams to drive adoption.Foster cross-team collaboration to align engineering and stakeholders and promote a cohesive product municate release plans and expectations clearly; collaborate with product marketing to promote products and ensure a cohesive internal and external message.Represent Salesforce as a domain and product expert at customer meetings, industry events, and online communities.QualificationsHigh energy and passion for the job.Product management experience shipping AI-native products with knowledge of LLMs, evals and consumption pricing.Leadership experience with the ability to educate, motivate and align employees, customers and partners.14+ years of experience and 8+ years of increasing scope in product management with a track record of delivering products from concept to launch.5+ years of experience in product management of enterprise SaaS software.Experience turning product requirements into actionable roadmaps.Strong problem-solving, organizational and analytical skills, with excellent written and oral communication for high-level business discussions.Hands-on UX design and flow experience, creating simple and intuitive interfaces.Professionalism and ability to work in a collaborative team environment; ability to handle high-pressure situations gracefully.Experience presenting to executive leadership and managing sensitive customer interactions.Desired Skills and ExperienceAbility to deliver results in global, matrixed environments with multiple stakeholders.Experience with Enterprise Knowledge Management products.Prior service or CRM product experience is a plus.Formal or self-taught software or technical background.Unleash Your PotentialWhen you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Apply today to shape the future — for yourself, for AI, and the world.AccommodationsIf you require assistance due to a disability applying for open positions please submit a request via an Accommodations Request Form.Posting StatementSalesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. Salesforce believes in equality and creating an inclusive, discrimination-free workplace. All employment decisions are based on merit and qualifications. In the United States, compensation offers reflect factors such as location, job level, and experience. Salesforce offers a range of benefits including time off, medical, dental, vision, mental health support, parental leave, life and disability insurance, 401(k), and employee stock purchase program. For California-based roles, base salary ranges are provided in job postings where applicable. Details may vary by location and role. #J-18808-Ljbffr

Created: 2025-09-17