Sr. Help Agent Manager, Slack & Trailhead
$143,400–$216,900 year
RemoteWashington, United States or District of Columbia, United States
Job Summary
Own Help Agent resolution rate performance for Slack and Trailhead by building data-driven improvement plans and maintaining a skills book to justify capability enhancements. Partner with Product Management and Engineering on roadmap priorities while collaborating with Technical Support Delivery teams as an embedded strategic resource. Manage scorecards tracking resolution trends, top challenges, and skills coverage to drive measurable improvements in autonomous case resolution. Deliver error analysis reporting and opportunity analytics to support content strategy and data management planning. This role sits at the intersection of AI technology and customer support delivery within Salesforce's Digital Success Data & AI organization.
Required Qualifications
- Bachelor's degree in Business, Computer Science, Data Analytics, or a related field
- 6+ years of experience in program management, product management, service delivery, product operations, software development, or a related field
- Strong analytical and data-driven decision-making skills
- Demonstrated ability to work cross-functionally with Product, Engineering, and Customer Success organizations to drive product and feature enhancements from concept to reality
- Exceptional written and verbal communication and stakeholder management skills
- Familiarity with AI, conversational AI, or support automation technologies
- A highly-proactive approach to roadmap development and engineering engagement
- Verbal and written fluency in English
Desired Qualifications
- Experience with Slack and/or Trailhead products
- Prior experience with help agent, chatbot, or virtual assistant performance management
- Experience with self-help resolution rate metrics, support case analysis, or top case driver classification frameworks
- Familiarity with agentic observability tools, Gemini, Claude Code, Slackbot, Tableau dashboards, and/or similar analytics platforms
- Background in managing programs at the intersection of AI systems and human support teams
- Experience supporting developer or admin-focused customer communities (e.g., Trailhead learners, Slack platform developers)
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