Description
Known Issues Program Manager
You are the heartbeat of transparency at Salesforce. As the Known Issues Program Manager, you won’t just manage a list—you’ll manage the source of truth that helps our Support teams, Digital Success teams, and ultimately our customers stay informed, confident, and ahead of product hiccups.
In this role, you bridge the gap between technical complexity and business clarity. You are the operational glue that ensures our internal teams have the right information at the right time, turning complex technical incidents into clear, actionable, and customer-facing updates.
Core Responsibilities :
Operational Governance
Maintain the Source of Truth: Own the operational workflow for the Known Issues portal, ensuring all issues are documented with pinpoint accuracy—including impact, status, workarounds, and ETAs.
Standards & Quality Control: Define and enforce documentation templates and standards, ensuring that every published issue maintains a high bar for clarity and tone.
Process Optimization: Continuously audit and iterate on the Known Issues ecosystem, identifying bottlenecks in tooling or communication that impede transparency.
Cross-Functional Strategy
Stakeholder Orchestration: Act as the central point of contact between Product, Engineering, Support, and Digital Success. You’ll facilitate the flow of information during critical incidents and standard issue cycles.
Insight-Driven Change: Partner with cross-functional leadership to highlight recurring trends. You won't just report the data; you’ll recommend actionable plans to reduce issue volume and improve product reliability.
Data & Analytics
Proactive Signals: Monitor internal signals—including CSAT, support ticket volume, and incident reports—to surface emerging issues before they reach a boiling point.
Performance Reporting: Track and report on key metrics like issue aging, update cadence, and resolution trends, presenting this data to leadership to drive operational improvements
Required Qualifications
8+ years of experience in program coordination, operations, technical support, or knowledge management
Experience working with cross-functional teams in a large or complex organization
Strong written communication skills with the ability to translate technical information into clear business language
Exceptional organizational and process management skills
Experience with GUS tooling and process; experience with JIRA a bonus
Ability to manage multiple priorities and maintain accuracy in a fast-moving environment
Strong analytical mindset with the ability to identify patterns in operational data