Description

Salesforce Service Cloud (Agentforce Service) is the world's number one, $9.5B customer service application, leading the market transformation with Agentic AI. It supports all channels (web, chat, messaging, voice, email) and provides AI Agents for first-line response, seamless escalation to human agents, omni-channel routing, and a command center for analytics.

The Core Service Product Management team focuses on Self Service, Human Assisted Service, Knowledge, and Service Analytics, with a mandate to infuse all capabilities with Agentic AI.

Role Overview

This Senior Director role is a high-impact position focused on driving new logo acquisition and revenue growth within the Small and Midsize Business (SMB) segment. You will report to the SVP of Product for Core Service.

Key Responsibilities

• Own the growth of Service Cloud in the SMB segment.
• Define the product vision for a delightful and easy-to-use customer experience from onboarding to ongoing use.
• Drive customer acquisition via Salesforce.com and Slack, and implement innovative freemium offerings, including Agentic service.
• Lead the delivery of Service Cloud via Slack to create a new conversational interface for service delivery.
• Act as the product vision expert and domain thought leader, ensuring alignment across all stakeholders.
• Be the voice of the customer; build impactful relationships and translate market needs into requirements and specifications.
• Drive the entire feature delivery lifecycle: research, specs, design, engineering partnership, and GTM collaboration.
• Collaborate across teams (Engineering, PMM, Sales) to drive key business outcomes and align the organization.
• Communicate clearly and efficiently, owning release coordination and representing Salesforce as a product expert externally.
• Lead and mentor a high-performing team of PMs while fostering a culture of excellence, innovation, and cross-cloud collaboration.

Required Qualifications

• 15+ years total experience, with 10+ years in B2B SaaS Product Management.
• 3+ years at a Director+ level managing product teams.
• Demonstrated experience driving growth and competitive success in SMB markets with B2B offerings.
• Proven strengths in both user experience (UX) and Go-to-Market (GTM) strategies for SMB.
• Experience delivering Agentic AI-powered experiences in software products.
• Strong ability to translate business requirements and market needs into a successful product strategy.
• Strong collaboration and team-building capabilities across global and virtual teams
• Exceptional organizational, written, and oral communication skills.
• Comfort engaging in high-level business discussions with internal and external executives.
• Bachelor's degree (technical disciplines preferred).

Preferred Qualifications

• CRM or Salesforce experience is a strong plus.
• Experience with customer service software products.
• Familiarity with software architecture and object-oriented design.
• Self-learning in Generative AI with demonstrable capabilities.

For roles in San Francisco and Los Angeles: Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.