Description
About the Role
The Feedback Program Manager is a critical cross-functional role within the Digital Success Insights program, responsible for overseeing the health and effectiveness of Salesforce's Digital Experiences feedback loop, including Agentforce, Help.Salesforce.com, and other Digital Channels supported by the Digital Success organization within Customer Success at Salesforce. This role bridges gaps with insights and work item management for engineering, product, and design teams to ensure that customer friction signals are systematically captured, analyzed, and actioned to improve digital support experiences and reduce customer attrition.
Responsibilities
- Oversee the overall health, strategy, and effectiveness of the end-to-end feedback system
- Maintain and evolve a Salesforce custom object (Feedback Records), ensuring the technical infrastructure supports the feedback process
- Produce and distribute monthly stakeholder newsletters with key program metrics
- Consult on categorization and tracking decisions during insights development
- Advise on prioritization and metrics selection during triage and reporting
- Manage and maintain dashboards and reporting that shows the feedback & insights loop linked to Roadmap delivery.
- Stay informed on new Feedback Records created in GUS, feedback linked to Roadmap Items/Intakes, status changes, and orphaned feedback resolution
Accountabilities
- Strategy, health, and technology of the feedback loop
- Maintaining accurate and up-to-date GUS Feedback Records
- Driving the feedback-to-roadmap ratio and ensuring transparency of program outcomes
Qualifications
- Experience in program or product operations, ideally within a data, AI, or product management context
- Familiarity with Salesforce project management tools or similar internal engineering/product tracking systems
- Strong cross-functional communication and stakeholder management skills
- Ability to synthesize complex data signals into clear executive-level narratives
- Experience building or managing feedback systems, voice-of-customer programs, or insight pipelines
- Comfortable operating in a fast-moving, ambiguous environment with multiple stakeholders