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Job Category
Product
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.
Salesforce Employee Service powers next-generation internal support and service management. Our platform enables organizations to deliver seamless IT and HR experiences to their workforce by:
- Automating internal service processes and streamlining cross-departmental workflows.
- Leveraging AI to intelligently mine knowledge, resolve employee inquiries instantly, and power autonomous, agent-driven interactions.
- Delivering exceptional employee experiences with intelligent case routing, predictive insights, and real-time collaboration tools that boost enterprise productivity.
About the Role
We’re seeking a visionary Director of Product Management to lead our next-generation AI initiatives and drive the strategy of AI-first, collaboration-first, and platform-centric innovations across our Employee Service portfolio (spanning IT Service Management and HR Service Delivery). This role is critical to building enterprise-grade internal service solutions that empower employees, IT helpdesks, and HR teams at scale.
You will lead the charge in transitioning our employee service paradigm from reactive ticketing to proactive, autonomous workflows. You will build and scale enterprise-grade Agentic AI systems, determining how autonomous agents collaborate with human employees, integrating state-of-the-art LLMs, and defining the future of AI-first work.
As the owner of the AI roadmap, you will translate the latest industry trends—spanning Generative AI and Predictive Machine Learning—into scalable product features. Working cross-functionally with engineering, data science, UX, sales, and marketing, you will ensure our AI solutions remain cutting-edge, secure, and highly impactful for transforming how enterprises support their workforce.
What You’ll Do
- Define Product Strategy: Own the product vision and strategy for AI-driven capabilities within Employee Service (IT and HR domains), ensuring alignment with broader business goals.
- Agentic AI Leadership: Lead the conceptualization and delivery of Agentic AI workflows, enabling autonomous, task-oriented AI agents to resolve internal IT tickets and HR requests.
- Architectural Strategy: Drive product and architectural decisions around LLM integration, RAG pipelines, and agent orchestration frameworks. You will own the trade-offs between model performance, latency, cost, and context window optimization.
- AI Trust, Safety & Evals: Design robust evaluation frameworks for AI agents to measure accuracy, mitigate hallucinations, manage prompt injection risks, and maintain enterprise-grade data privacy.
- AI-First UX: Define the UX paradigms for human-in-the-loop (HITL) interactions, ensuring seamless handoffs between autonomous agents and employees/IT Teams.
- Customer Discovery & Integration: Engage directly with enterprise customers to understand complex pain points, specifically focusing on how they discover, adopt, and integrate AI applications into their internal IT, HR, and custom enterprise ecosystems (e.g., via API-based integrations and secure server environments).
- Cross-Functional Execution: Collaborate deeply with engineering, data science, and UX teams to build scalable, intuitive, and high-performance AI solutions, driving prioritization and trade-offs.
- Go-to-Market Alignment: Partner with sales, marketing, and enablement teams to define GTM strategies, positioning, and messaging to ensure successful product launches and market adoption.
- Executive Communication: Regularly present product updates, AI strategies, and measurable results to C-suite leadership and external partners, ensuring continuous alignment.
- Data-Driven Iteration: Leverage data-driven insights to continuously improve product offerings, tracking employee adoption, operational cost savings, and market share expansion.
What We’re Looking For
- Experience: 14+ years of product management experience in enterprise SaaS, with a demonstrated track record of taking an Agentic product from 0-to-1 and scaling it in a production environment.
- AI/ML Expertise: Hands-on familiarity with LLM orchestration (e.g., LangChain, LlamaIndex), embedding models, vector databases, and designing autonomous agent loops (planning, tool use, reflection). You deeply understand the trade-offs between different foundation models and fine-tuning vs. RAG approaches. Strong working knowledge of predictive ML models and data pipelines.
- Technical Fluency: Experience with AI evaluation techniques (e.g., LLM-as-a-judge) and continuous model improvement cycles based on human feedback. Ability to engage deeply with engineering and data science teams on architectural tradeoffs, model selection, and performance metrics.
- Strategic Execution: Proven track record of developing and executing comprehensive, multi-quarter product roadmaps that drive measurable business impact.
- Communication Skills: Exceptional executive presence with the ability to navigate stakeholder alignment and articulate complex AI concepts to technical and non-technical audiences.
- Preferred Domain Knowledge: A proven ability to build scalable AI/LLM products is essential. Familiarity with Salesforce AI capabilities (e.g., Salesforce Einstein, Agentforce, Data Cloud) and prior experience in IT Service Management (ITSM), HR Service Delivery, or Employee Workflows are highly preferred but not mandatory.
Why Join Us?
- Work on cutting-edge AI-powered solutions that transform internal support experiences for enterprises.
- Collaborate with a world-class team in a fast-paced, high-growth environment.
- Shape the future of intelligent employee service management and drive meaningful impact by solving real organizational challenges at scale.
- Be part of a culture of innovation, collaboration, personal growth and continuous learning.
Unleash Your Potential
When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.
Accommodations
If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form.
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Posting Statement
Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.