Salesforce
Director of Product, Service Cloud
Salesforce, San Francisco, California, United States, 94199
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.
Overview
Job Category: Product 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. Salesforce Service Cloud is redefining how businesses engage with customers, and connecting them in whole new ways. Service Cloud enables more self-service, personalization and delight across channels. This role focuses on driving AI-powered knowledge management within the Service Cloud product portfolio and leading cross-functional efforts from inception through launch and scale. Service Cloud is looking to hire a Product Director to drive the Core Service product portfolio focused on Knowledge Management in Service Cloud. The role requires strategy and execution for the service cloud product set with AI, automation and rich experiences, with close collaboration across engineering, UX, go-to-market, sales, sales enablement and customer success teams. Responsibilities
Own the product vision for AI-powered Knowledge Management: align with the overall product and company vision; be an expert on the domain, market and trends; evangelize the vision to stakeholders, ensuring alignment and context. Collaborate with Engineering, PMM and AEs to drive key business outcomes; create a strong performance culture and enable the team to impact at the highest levels. Represent the customer: champion the voice of customers; build impactful relationships; own requirements, specifications, and release plans. Drive the entire feature delivery lifecycle: research needs; write feature specs and user stories; partner with UX to design and prototype; work with engineering to develop, test and deliver a marketable product on time; coordinate with customer-facing roles to drive market adoption. Collaborate across teams to create alignment between engineering and stakeholders; maintain a collaborative attitude. Communicate clearly: coordinate release communications; define expectations for engineering teams; collaborate with product marketing to promote the product with cohesive messaging. Represent Salesforce: be a domain and product expert at customer meetings, industry events, online in customer communities and social networks. Qualifications
High energy and passion for the job. Product Management experience shipping AI-native products with understanding of LLMs, evals and consumption pricing. Leadership DNA with the ability to educate, motivate, and align employees, customers, and partners. 14+ years of experience and 8+ years of increasing scope in product management with a track record of building products from concept to delivery. 5+ years of experience in product management of enterprise SaaS software. Experience gathering and transforming product requirements into an actionable roadmap. Strong problem-solving, organizational and analytical skills; excellent written and oral communication; experience in high-level business discussions. Hands-on experience with UX design and flow; ability to design simple and intuitive user interfaces. Professionalism, grace under pressure, collaborative mindset. Experience presenting to executive leadership and handling sensitive customer situations. Desired Skills and Experience
Ability to deliver results in global, matrixed environments with multiple stakeholders. Experience with Enterprise Knowledge Management products. Prior Service or CRM product experience a plus. Formal or self-taught software or technical background. Accommodations
If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form. Posting Statement
Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. The policy applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. In the United States, compensation offered will be determined by location, job level, knowledge, skills, and experience. Salesforce offers a variety of benefits and related information can be found at: https://www.salesforcebenefits.com. Salesforce will consider qualified applicants with arrest and conviction records as required by law. For California-based roles, the base salary hiring range for this position is $230,800 to $334,600.
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Job Category: Product 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. Salesforce Service Cloud is redefining how businesses engage with customers, and connecting them in whole new ways. Service Cloud enables more self-service, personalization and delight across channels. This role focuses on driving AI-powered knowledge management within the Service Cloud product portfolio and leading cross-functional efforts from inception through launch and scale. Service Cloud is looking to hire a Product Director to drive the Core Service product portfolio focused on Knowledge Management in Service Cloud. The role requires strategy and execution for the service cloud product set with AI, automation and rich experiences, with close collaboration across engineering, UX, go-to-market, sales, sales enablement and customer success teams. Responsibilities
Own the product vision for AI-powered Knowledge Management: align with the overall product and company vision; be an expert on the domain, market and trends; evangelize the vision to stakeholders, ensuring alignment and context. Collaborate with Engineering, PMM and AEs to drive key business outcomes; create a strong performance culture and enable the team to impact at the highest levels. Represent the customer: champion the voice of customers; build impactful relationships; own requirements, specifications, and release plans. Drive the entire feature delivery lifecycle: research needs; write feature specs and user stories; partner with UX to design and prototype; work with engineering to develop, test and deliver a marketable product on time; coordinate with customer-facing roles to drive market adoption. Collaborate across teams to create alignment between engineering and stakeholders; maintain a collaborative attitude. Communicate clearly: coordinate release communications; define expectations for engineering teams; collaborate with product marketing to promote the product with cohesive messaging. Represent Salesforce: be a domain and product expert at customer meetings, industry events, online in customer communities and social networks. Qualifications
High energy and passion for the job. Product Management experience shipping AI-native products with understanding of LLMs, evals and consumption pricing. Leadership DNA with the ability to educate, motivate, and align employees, customers, and partners. 14+ years of experience and 8+ years of increasing scope in product management with a track record of building products from concept to delivery. 5+ years of experience in product management of enterprise SaaS software. Experience gathering and transforming product requirements into an actionable roadmap. Strong problem-solving, organizational and analytical skills; excellent written and oral communication; experience in high-level business discussions. Hands-on experience with UX design and flow; ability to design simple and intuitive user interfaces. Professionalism, grace under pressure, collaborative mindset. Experience presenting to executive leadership and handling sensitive customer situations. Desired Skills and Experience
Ability to deliver results in global, matrixed environments with multiple stakeholders. Experience with Enterprise Knowledge Management products. Prior Service or CRM product experience a plus. Formal or self-taught software or technical background. Accommodations
If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form. Posting Statement
Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. The policy applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. In the United States, compensation offered will be determined by location, job level, knowledge, skills, and experience. Salesforce offers a variety of benefits and related information can be found at: https://www.salesforcebenefits.com. Salesforce will consider qualified applicants with arrest and conviction records as required by law. For California-based roles, the base salary hiring range for this position is $230,800 to $334,600.
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