Salesforce, Inc..
Director of Product, Service Cloud
Salesforce, Inc.., San Francisco, California, United States, 94199
Salesforce Service Cloud
is redefining how businesses engage with customers, and connecting them in whole new ways. Whether it’s a website or app experience, a private message, a call, an email or a WhatsApp conversation, customers expect more. More self service, more personalization and more delight. Businesses are also evolving their ability to automate such engagements intelligently and at scale, with agents for more common place questions and rich agent experiences for high value engagement. This new era of service will cross departmental boundaries, from the front office to the back office, and support unified journeys with marketing, sales and commerce. All while augmenting every interaction with intelligent signals, call drivers and CX, and resolution and revenue opportunities. Salesforce is bringing this vision to reality through our best of breed offerings like Case and Knowledge Management, Digital Engagement, Agentforce, Service Einstein, Omni-Routing, and Service Cloud Voice, all powered by the Service Cloud platform. Service Cloud is looking to hire a Product Director to drive our Core Service product portfolio focused on Knowledge Management in Service Cloud. In this role, they will drive strategy and execution for service cloud product set with AI, automation and rich experiences. Roles are heavily cross-functional and will require exceptional collaboration and tight alignment with internal and external partners. From the start of the product development process through launch and scale, this leader will guide engineering, UX, go-to-market strategy, sales, sales enablement and customer success teams. Responsibilities
Own the product vision for AI-powered Knowledge Management: Ensure that it aligns with the overall product and company vision. Be an expert on the domain, the market, the trends. Evangelize the vision constantly so all stakeholders are aligned, have context, and understand where we are going. Collaborate with other stakeholders from Engineering to PMM to AEs and drive key business outcomes as one unit, driving growth and opportunities for every member in parallel. Create strong performance cultures and enable the team to impact at their highest levels. Represent the customer: Be the champion and voice of customers. Build impactful, personal customer relationships. Bring the customer\'s voice into the creation process. Own requirements, specifications, and release plans. Drive entire feature delivery lifecycle: research customer/user needs; write feature specs and user stories; partner with User Experience to design and prototype; work with engineering to develop, test and deliver a marketable product on time; collaborate with customer facing roles to drive market awareness and customer adoption Collaborate across teams: We win or lose as a team. Product managers play a critical role in creating alignment between engineering teams and stakeholders. A collaborative attitude is essential to the job Communicate clearly and efficiently: Coordinate product release communications for your components. Define expectations for engineering teams and hold them accountable to success and failures. Work closely with product marketing managers to promote your products both internally and externally and ensure a cohesive message. Represent Salesforce: Be a domain and product expert at customer meetings, industry and corporate events, online in customer community, and social networks Qualifications
High energy and passion for the job Product Management experience shipping AI-native products with a solid understanding of LLMs, evals and consumption pricing Leadership DNA, proven ability to educate, motivate, align employees, customers, and partners. 14+ years of experience and 8+ years of increasing scope of product management experience with a proven track record of building awesome products from concept to delivery 5+ years of experience in product management of enterprise SaaS software Demonstrated experience in gathering and transforming product requirements into an actionable product roadmap. Strong problem-solving, organizational and analytical skills, excellent written and oral communication skills, including experience in high-level business discussions. Hands-on experience with UX design and flow, designing simple and intuitive user interfaces. Professionalism, grace under pressure, dedication and ability to work in a collaborative team environment. Strong experience presenting to executive leadership and handling sensitive customer situations. Desired Skills and Experience
Ability to deliver results in global, matrixed environments comprised of internal and external stakeholders. Experience with Enterprise Knowledge Management products Prior Service or CRM product experience a huge plus Formal or self taught software or technical background
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is redefining how businesses engage with customers, and connecting them in whole new ways. Whether it’s a website or app experience, a private message, a call, an email or a WhatsApp conversation, customers expect more. More self service, more personalization and more delight. Businesses are also evolving their ability to automate such engagements intelligently and at scale, with agents for more common place questions and rich agent experiences for high value engagement. This new era of service will cross departmental boundaries, from the front office to the back office, and support unified journeys with marketing, sales and commerce. All while augmenting every interaction with intelligent signals, call drivers and CX, and resolution and revenue opportunities. Salesforce is bringing this vision to reality through our best of breed offerings like Case and Knowledge Management, Digital Engagement, Agentforce, Service Einstein, Omni-Routing, and Service Cloud Voice, all powered by the Service Cloud platform. Service Cloud is looking to hire a Product Director to drive our Core Service product portfolio focused on Knowledge Management in Service Cloud. In this role, they will drive strategy and execution for service cloud product set with AI, automation and rich experiences. Roles are heavily cross-functional and will require exceptional collaboration and tight alignment with internal and external partners. From the start of the product development process through launch and scale, this leader will guide engineering, UX, go-to-market strategy, sales, sales enablement and customer success teams. Responsibilities
Own the product vision for AI-powered Knowledge Management: Ensure that it aligns with the overall product and company vision. Be an expert on the domain, the market, the trends. Evangelize the vision constantly so all stakeholders are aligned, have context, and understand where we are going. Collaborate with other stakeholders from Engineering to PMM to AEs and drive key business outcomes as one unit, driving growth and opportunities for every member in parallel. Create strong performance cultures and enable the team to impact at their highest levels. Represent the customer: Be the champion and voice of customers. Build impactful, personal customer relationships. Bring the customer\'s voice into the creation process. Own requirements, specifications, and release plans. Drive entire feature delivery lifecycle: research customer/user needs; write feature specs and user stories; partner with User Experience to design and prototype; work with engineering to develop, test and deliver a marketable product on time; collaborate with customer facing roles to drive market awareness and customer adoption Collaborate across teams: We win or lose as a team. Product managers play a critical role in creating alignment between engineering teams and stakeholders. A collaborative attitude is essential to the job Communicate clearly and efficiently: Coordinate product release communications for your components. Define expectations for engineering teams and hold them accountable to success and failures. Work closely with product marketing managers to promote your products both internally and externally and ensure a cohesive message. Represent Salesforce: Be a domain and product expert at customer meetings, industry and corporate events, online in customer community, and social networks Qualifications
High energy and passion for the job Product Management experience shipping AI-native products with a solid understanding of LLMs, evals and consumption pricing Leadership DNA, proven ability to educate, motivate, align employees, customers, and partners. 14+ years of experience and 8+ years of increasing scope of product management experience with a proven track record of building awesome products from concept to delivery 5+ years of experience in product management of enterprise SaaS software Demonstrated experience in gathering and transforming product requirements into an actionable product roadmap. Strong problem-solving, organizational and analytical skills, excellent written and oral communication skills, including experience in high-level business discussions. Hands-on experience with UX design and flow, designing simple and intuitive user interfaces. Professionalism, grace under pressure, dedication and ability to work in a collaborative team environment. Strong experience presenting to executive leadership and handling sensitive customer situations. Desired Skills and Experience
Ability to deliver results in global, matrixed environments comprised of internal and external stakeholders. Experience with Enterprise Knowledge Management products Prior Service or CRM product experience a huge plus Formal or self taught software or technical background
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