Salesforce
Technology
SeniorAgentManager,Agentforce&Data360
Neural analysis suggests this role is
optimal for Senior candidates.
“Senior Agent Manager, Agentforce & Data 360 at Salesforce. Skills: Agent management, AI CRM, Customer support. Own Help Agent resolution rate performance. Build resolution rate improvement plans”
What You'll Achieve.
Drive measurable improvement in Help Agent ability; Resolve customer cases autonomously
Industry & Context.
Data-driven decision making; Error analysis; Opportunity analytics
What They're Looking For.
Must Have
6+ years program management, 6+ years product management, 6+ years service delivery, 6+ years product operations, 6+ years software development, Analytical and data-driven decision-making skills, Demonstrated ability to work cross-functionally, Exceptional written and verbal communication, Exceptional stakeholder management skills, Familiarity with AI technologies, Familiarity with conversational AI, Familiarity with support automation technologies, Highly-proactive approach to roadmap development, Highly-proactive approach to engineering engagement, Verbal and written fluency in English
Nice to Have
Experience with Salesforce products, Experience with Agentforce, Experience with Data 360, Prior experience with help agent performance management, Prior experience with chatbot performance management, Prior experience with virtual assistant performance management, Experience with self-help resolution rate metrics, Experience with support case analysis, Experience with top case driver classification frameworks, Familiarity with agentic observability tools, Familiarity with Gemini, Familiarity with Claude Code, Familiarity with Slackbot, Familiarity with Tableau dashboards, Familiarity with similar analytics platforms
What You'll Do.
Own Help Agent resolution rate performance
Build resolution rate improvement plans
Execute resolution rate improvement plans
Develop Agent Skills book
Maintain Agent Skills book
Identify new Help Agent capability enhancements
Justify new Help Agent capability enhancements
Partner with Product Management
Partner with Engineering
Enable new Agent Skills
Partner with Cloud Technical Support Delivery teams
Maintain Rhythm of Business
Track resolution rate trends
Track skills opportunity coverage
Drive underlying content strategy
Drive data management planning
Deliver error analysis reporting
Deliver opportunity analytics
How You'll Work.
Team & Collaboration
Product Management; Engineering; Customer Success; Support Delivery Cloud Technical Leads; Agentforce and Data 360 Customer Success Executive Leadership; Digital Channel Management; Content Strategists; Writers; Contributors
Communication Scope
Written communication; Verbal communication
Process & Methodology
Program management, Product management, Service delivery, Product operations, Roadmap development
Full Job Description
_To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts._ Job Category Program & Project Management Job Details ****About Salesforce**** Salesforce 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. 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 Agent Manager for Agentforce & Data 360 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 Agentforce and Data 360 Technical Support Delivery
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