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

About the Team

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.

About the Role

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 at scale. The 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.

Your Impact - Responsibilities
What You'll Do

• 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

Who You'll Work With

• 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

What We're Looking For

Minimum Qualifications

• 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

Preferred Qualifications

• Experience with Slack and/or Trailhead products

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

• Experience with self-help resolution rate metrics, support case analysis, or top case driver classification frameworks

• Familiarity with agentic observability tools, Gemini, Claude Code, Slackbot, Tableau dashboards, and/or similar analytics platforms

• Background in managing programs at the intersection of AI systems and human support teams

• Experience supporting developer or admin-focused customer communities (e.g., Trailhead learners, Slack platform developers)

*LI-Y