Salesforce Service Cloud is redefining how businesses engage with customers, and connecting them in whole new ways. 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. The Self Service team in Service Cloud is looking to hire a Product Director to drive our Self Service offering adoption across multiple market segments.
Requirements
- Product Management experience shipping Agentic AI products with a solid understanding of LLMs, evals and consumption pricing
- 10+ years of experience and 5+ years of increasing scope of product management experience with a proven track record of building awesome products from concept to delivery
- 3+ years of experience in product management of enterprise SaaS software
- Demonstrated experience in gathering and transforming product requirements into an actionable product roadmap.
- Hands-on experience with UX design and flow, designing simple and intuitive user interfaces.
- Experience with AI-first development products like Lovable, Wiz, Framer and insights into evolving self service platforms like ChatGPT
- Formal or self taught software or technical background
Responsibilities
- Own the product vision for your area: 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
Other
- High energy and passion for the job
- Leadership DNA, proven ability to educate, motivate, align employees, customers, and partners.
- Strong problem-solving, organizational and analytical skills, excellent written and oral communication skills, including experience in high-level business discussions.
- 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.
