Senior Help Agent Manager, Slack & Trailhead
Core
Manage Salesforce's AI-powered Help Agent for Slack and Trailhead, driving autonomous resolution rates and capability enhancements for customer support.
Role type
Senior IC Service Delivery Manager (AI Agents)
Builds
AI agent capabilities and self-service support workflows for Slack and Trailhead
Domain
SaaS / Customer Support / AI
Deliverable
production ML models | product features
Required skills
Program management, data-driven decision-making, cross-functional partnership, roadmap development, error analysis, content strategy
Preferred skills
Slack/Trailhead product experience, help agent performance management, agentic observability tools, developer community support
Technologies
Slackbot, Tableau, Gemini, Claude Code
Responsibilities
Own Help Agent resolution rate performance, build resolution improvement plans, develop Agent Skills book, partner with Product/Engineering on roadmap, maintain stakeholder business rhythms, manage performance scorecards, drive content strategy and data management
Seniority
Senior, hands-on IC
